Governance Officer

Job Description

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

The Tone:
This is a full-time role at Mashreq, located in Egypt. Mashreq is a company in the banking sector, focused on delivering wholesale customer experience operations. This role is crucial for ensuring that all customer experience activities adhere to internal policies, regulatory requirements, and high operational standards. By maintaining robust governance, quality, and risk frameworks, this position directly contributes to service excellence and operational discipline within the organization.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person Egypt

• Team: Client Experience and Conduct Group
• Mission: Ensure adherence to internal policies, regulatory requirements, and operational standards across Wholesale Customer Experience operations.
• Tech Stack: Excel, PowerPoint

What You’ll Actually Do
• Governance Support: Support the governance, quality, risk, and customer experience framework across Wholesale Customer Experience operations.
• Assurance & Assessment: Execute quality reviews and conduct risk and control assessments to ensure compliance and operational integrity.
• Reporting & Documentation: Manage governance reporting, support business continuity activities, and maintain process documentation.
• Corrective Action & Insights: Oversee corrective actions and support customer insights initiatives to drive continuous improvement.
• Development & Improvement: Support training and onboarding activities, as well as continuous improvement efforts.

The Must-Haves
• Background: Bachelor’s degree in Business, Finance, or a related field, with a focus on banking, customer service, governance, quality assurance, audit, risk, or internal controls.
• Experience: Minimum of 5 years’ experience in banking, customer service, governance, quality assurance, audit, risk, or internal controls.
• Skills: Strong analytical and reporting skills, proficiency in Excel and PowerPoint, understanding of governance, risk, control, and customer experience frameworks, excellent communication, stakeholder management, and problem-solving skills.
• Bonus: Experience with customer feedback programs (VOC, NPS) and knowledge of corporate banking products and processes.