Customer Service Manager, CSU.CXC - CSU-Egypt COE.Client Experience and Conduct Group-MEGPCOE

The Governance Officer is responsible for supporting the governance, quality, risk, and customer experience framework across Wholesale Customer Experience operations. The role ensures adherence to internal policies, regulatory requirements, and operational standards through the execution of quality reviews, risk and control assessments, governance reporting, business continuity activities, process documentation, and oversight of corrective actions. The position also supports customer insights initiatives, training and onboarding activities, and continuous improvement efforts, while maintaining effective governance controls, operational discipline, and a strong focus on service excellence.

Qualifications & Key Skills

Bachelor’s degree in Business, Finance, or a related field with a minimum of 5 years’ experience in banking, customer service, governance, quality assurance, audit, risk, or internal controls. Strong analytical and reporting skills, attention to detail, proficiency in Excel and PowerPoint, and a good understanding of governance, risk, control, and customer experience frameworks. Excellent communication, stakeholder management, and problem-solving skills are essential. Experience with customer feedback programs (VOC, NPS) and knowledge of corporate banking products and processes are advantageous.