Job Description

1

Job Title

Head of Customer Care & Social Care

Direct Supervisor

Head of Client Experience

2Job Purpose

Drive and champion a customer-centric complaint resolution standard across the Bank, ensuring superior service quality, NPS improvement, and regulatory compliance.
Own the customer resolution journey end-to-end, including root cause analysis, process improvement, and re-engineering initiatives.
Lead the transformation of the Customer Care Unit into a specialized, digital-first complaints function where 75–80% of complaints are resolved through AI, automation, and straight-through processing (STP).
Handle and resolve complex, unstructured complaints efficiently, enhancing customer satisfaction and brand reputation.
Inspire, lead, and develop the CCU team to embed a culture of accountability, innovation, and continuous improvement.

3

Key Result Areas

Customer Experience & Complaint Resolution

Oversee complaint resolution, balancing operational efficiency, regulatory compliance, and customer satisfaction.
Drive digital-first handling where most complaints are resolved via AI/automation/self-service, reserving manual handling for complex cases.

Transformation & Automation Leadership

Lead AI-led complaint triage, automation workflows, and STP processes.
Identify digital enhancements to reduce complaint recurrence, call volumes, and manual interventions.
Analyse complaint trends, root causes, CSAT, and NPS data to identify systemic issues and improvement opportunities.
Publish dashboards highlighting performance metrics, transformation impact, and proactive solutions.
Partner with business owners to reengineer processes, eliminate recurring complaints, and institutionalize best practices.
Ensure full compliance with regulatory standards, internal policies, and operational controls while embedding transformation initiatives.
Serve as communication lead for internal and external stakeholders, including regulators, vendors, and social media.
Monitor KPIs, SLAs, NPS, CSAT, and transformation milestones to ensure measurable improvement in complaint resolution efficiency and customer satisfaction.
Drive a culture of excellence where service standards are consistently exceeded, and transformation outcomes are visible and measurable.
Lead, coach, and develop the CCU team to adopt digital-first complaint handling, automation tools, and data-driven decision-making.
Promote a culture of ownership, innovation, and continuous improvement through trainings, huddles, and engagement initiatives.

Data-Driven Insights & Continuous Improvement

Process Reengineering & Governance

Stakeholder Engagement & Communication

Service Excellence & Performance Metrics

Team Leadership & Capability Building

4Operating Environment, Framework and Boundaries, Working Relationships

Operates within the Bank's governance framework, regulatory obligations (including CPR standards), and internal complaint handling policies and procedures.
Ensures adherence to compliance, risk management, and operational control requirements while balancing customer advocacy.
Exercises decision-making authority within defined delegations and escalates matters beyond authority or with systemic/strategic implications.
Reports suspicious transactions, system lapses, or policy breaches promptly to the line manager and governance committees.

5

Problem Solving

Demonstrates ownership, proactive problem-solving, and a data-driven approach to resolving complex issues.
Liaises and coordinates across cross-functional teams to align stakeholders and ensure timely escalation.
Navigates complex problem scenarios, engaging senior management, regulators, and external partners as needed.
Strong troubleshooting skills to resolve difficult transactions and implement permanent solutions.
Communicates persuasively and empathetically, fostering trust while safeguarding the bank's reputation

6

Decision Making Authority & Responsibility

Financial Authority to execute discretionary waivers / reversals for customers justified by the investigations conducted for the respective complaints
Hiring of right resources, periodic capacity validation and assessment of training requirements
Authority to recommend process reviews, system changes and modifications across all related functions to improve TAT, technology changes and enhancements on processes and systems impacting the CCU and its performance, quality and customer satisfactions

7

Knowledge, Skills And Experience

Knowledge

Retail banking products, services, systems, and backend fulfilment processes, including trade finance terminologies.
Complaint management lifecycle, customer journey mapping, and regulatory frameworks (CPR).
Emerging technologies in AI, automation, sentiment analysis, and predictive complaint resolution.
Lean/Agile practices, process improvement, and change management methodologies.

Skills

Analytical ability to identify themes, gaps, and actionable insights from complaints, CSAT, and NPS data.
Design and implementation of automation workflows, digital-first complaint handling, and STP models.
Strong stakeholder management and influencing skills across business, technology, and regulatory teams.
Financial decision-making within delegated authority, balancing customer satisfaction and risk.
Exceptional written and verbal communication skills, professional, empathetic, and customer-centric.

Competencies

Customer-first mindset with focus on reducing friction through digital innovation and automation.
High ownership, accountability, and adaptability in managing operational and transformational outcomes.
Ability to envision and deliver a specialized complaints function where most complaints are AI/digital-led.
Leadership in managing service quality, compliance, and continuous improvement.
Experience: 8–12 years in complaints management, customer service, and transformation programs.
Manage and oversee the Customer Care Unit's operations in Egypt, ensuring efficient and effective complaint handling and social care ORM.
Conduct thorough Root Cause Analyses (RCAs) to identify issues and provide insights for proactive resolution.
Advise and implement strategies to reduce customer effort and enhance the overall customer experience.
Lead and mentor a team of customer care professionals, fostering a positive and customer-centric culture.
Collaborate with cross-functional teams to align customer care initiatives with the bank's goals and values.
Monitor and analyze customer feedback and trends to identify areas of improvement and develop action plans.
Ensure compliance with regulatory requirements and internal policies in customer care practices.
Develop and maintain strong relationships with key stakeholders, including clients and internal teams.
Stay updated with industry trends and best practices in customer care and social media management.
Prepare and present regular reports on customer care performance, highlighting key metrics and areas of focus.
Bachelor's degree in Business Administration, Customer Service, or a related field.
Minimum 5 years of experience in customer care, with a proven track record in a leadership role.
Strong knowledge of customer care processes, complaint handling, and social media management.
Excellent communication and interpersonal skills, with the ability to build rapport and resolve conflicts.
Analytical mindset with experience in data analysis and interpreting customer feedback.
Proficiency in using customer relationship management (CRM) systems and social media platforms.
Ability to work independently and manage multiple priorities in a fast-paced environment.
Strong problem-solving skills and a customer-centric approach to decision-making.
Fluency in English and Arabic is preferred, with excellent written and verbal communication skills.
Willingness to continuously learn and adapt to new technologies and industry trends.

The leading financial institution in MENA

While more than half a century old, we proudly think like a challenger, startup, and innovator

in banking and finance, powered by a diverse and dynamic team who put customers first.

Together, we pioneer key innovations and developments in banking and financial services.

Our mandate To help customers find their way to Rise Every Day, partnering with them through

the highs and lows to help them reach their goals and unlock their unique vision of success.

Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.

We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.

AVP - Customer Care & Social Care