Director of Client Service Governance

Company Description

Standard Bank Egypt operates in one of Africa’s most dynamic investment environments, supported by ongoing macroeconomic reforms and resilient financial institutions. The country has attracted significant foreign direct investment and strong backing from global partners, helping stabilize the currency, strengthen reserves, and reinforce investor confidence. Moody’s recent upgrade to a positive outlook underscores the improving economic trajectory and growth potential. Within this context, Standard Bank Egypt is expanding its franchise to connect trade flows across Africa and global markets. The bank partners with clients operating at the intersection of regional and international commerce, offering integrated financial solutions and strategic support. Role Description The Director of Client Service Governance is a full-time remote role responsible for leading and overseeing client service standards and governance across Standard Bank Egypt. This position manages the design and implementation of client service frameworks, policies, and controls to ensure consistent, high-quality customer experiences. Daily activities include analyzing service performance data, identifying trends and gaps, and developing action plans to improve customer satisfaction and operational efficiency. The director collaborates with cross-functional teams and client-facing units to align service delivery with regulatory requirements, risk management expectations, and strategic business objectives. The role also involves guiding and mentoring service teams, establishing performance metrics, and driving continuous improvement in client service practices and governance processes.

Qualifications

Demonstrated expertise in Client Services and Customer Service, with a track record of designing and managing service governance frameworks. Strong Analytical Skills, including the ability to interpret complex data, monitor service performance, and inform strategic decision-making. Proven ability to drive Customer Satisfaction through process optimization, issue resolution, and continuous improvement initiatives. Experience in Team Management, including leading diverse teams, setting clear objectives, and fostering collaboration in a remote environment. Extensive experience in financial services or banking, preferably within regional or multinational institutions. Knowledge of risk management, compliance requirements, and service-level agreements in a regulated environment. Excellent communication, stakeholder management, and negotiation skills, with the ability to engage senior leadership and key clients. Bachelor’s degree in Business, Finance, Economics, or a related field; an advanced degree or professional certification is an advantage. Ability to work independently, manage multiple priorities, and deliver results in a remote, fast-paced setting.