[Hiring] Customer Service Manager @Mashreq

Role Description

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
• Oversight of corrective actions

The position also supports:

• Customer insights initiatives
• Training and onboarding activities
• Continuous improvement efforts

While maintaining effective governance controls, operational discipline, and a strong focus on service excellence.

Qualifications

• Bachelor’s degree in Business, Finance, or a related field
• 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
• Good understanding of governance, risk, control, and customer experience frameworks
• Excellent communication, stakeholder management, and problem-solving skills
• Experience with customer feedback programs (VOC, NPS)
• Knowledge of corporate banking products and processes (advantageous)

Company Description