Manager Digital Channels & Customer Experience

Handles customer inquiries, support, training, issues and resolves customer claims / complaints; or open a ticket for appropriate channels for immediate resolution.

1- Improve customer’s digital experience and improve Client’s journey.

• Accuracy, Timely delivery, Quality of deliverables

2- Resolving customers issues, claims / complaints; and/or route calls to appropriate channels for immediate resolution.

• Accuracy, Timely delivery, Quality of deliverables

3- Identifies, researches and investigates forwarded case then rooting to correct channel reports.

4- Create the Eco System for BSF Clients by improving Cross Selling & introducing new added value FinTech & services to BSF API.

• Accuracy, Timely delivery, Quality of deliverables

5- Assist customers in navigating various functions of GTB eChannel; and cross-sells when necessary. 

• Accuracy, Timely delivery, Quality of deliverables

6- Prepares call logs and reports documenting all calls and highlighting important details/issues for Products management’s use and evaluation.

• Call Report

7- Raise all technical, operational, connectivity issues encountered by customers.

• Call Reports

8- Manage NPS & INPS Daily Requests.

9- Test all new products from a customer experience point of view before the release of any new products and/or services.

10- Bundle value added product together to improve the product offering.

11- Improve the stable NCPB via Digital Channels.

• Minimum of 7 years’ experience and exposure on general banking operations and services, customer-related activities, financial and credit management, and accounting systems.
• Bachelor's Degree in Business Administration, Commerce or other courses which could be compensated by considerable management experience.
• The position requires an energetic, systematic and proactive individual willing to perform beyond normal working hours.
• Constant interaction with different Head Office and Regional entities.
• Extensive experience and exposure on general banking operations, services, customer-related activities, financial and credit management, systems related and accounting systems.
• Full knowledge of the Bank's products, services, organization, policies and procedures.
• Ability to manage a team, good planning and organizing skills.
• Work with Marketing to develop a Marketing Strategy Plan for GTB.