About the job
- Oversee daily quality assurance and governance activities for the Corporate Customer Service Unit (CSU) and Customer Experience (CX).
- Ensure effective checks and balances for all CSU-related risks and operational activities, focusing on control and risk management such as Risk and Control Self-Assessment (RCSA), Quality Business Continuity Planning (BCP), and Access Management reviews.
- Serve as a governance specialist to ensure timely execution of tasks and checks, while developing processes and systems that mitigate risks and enable the smooth operation of the CSU team and Wholesale CX in accordance with defined roles and KPIs.
- Assist the CX Governance head in formulating and executing governance tasks.
Responsibilities
- Ensure quality checks are performed according to unit-defined processes and KPIs.
- Manage call center, CRM, and other related applications, ensuring compliance with policy parameters.
- Oversee timely and effective management of activities by the governance team in line with audit requirements and the unit's SOPs.
- Review logical security measures and system access controls.
- Evaluate RCSA risk parameters.
- Conduct RCSA testing in a timely manner as per the established frequency.
- Finalize and continuously monitor Business Impact Analysis (BIA) and BCP.
- Supervise the onboarding and training of new employees within CSU.
- Create and implement training plans.
- Manage platforms and oversee the execution of multiple Voice of the Customer (VOC) initiatives across Wholesale CX.

