CSE Manager

About the role

The CSE Manager will act as the primary escalation point for client and operational issues within Network International's payments business. This role ensures timely resolution of critical cases, collaborates with internal stakeholders, and drives continuous improvement in service quality.

Key responsibilities

• Serve as the main escalation contact for client and operational issues, coordinating resolution with relevant teams.
• Liaise with internal departments to review, act on, and close urgent cases impacting clients or processing operations.
• Conduct regular meetings to track open issues, monitor progress, and ensure closure.
• Provide periodic updates to the Head of Bank Processing on activities, key developments, and critical issues.
• Prepare and share monthly performance reports, including KPIs, operational metrics, and dashboards.
• Conduct monthly performance reviews for the team, delivering feedback and identifying development needs.
• Identify training requirements and coordinate sessions to enhance team skills and efficiency.
• Support continuous‑improvement initiatives aimed at boosting service quality, productivity, and client satisfaction.

Required profile

• Bachelor’s degree in business, finance, banking, or a related field.
• Minimum 5 years of experience in the payments or banking sector.
• Customer service or relationship experience in payments/banking, preferably with card operations.
• Strong knowledge of card business, transaction flow, and at least one area of card function.
• Excellent English communication skills.
• Ability to lead investigations, own issues to closure, and work under pressure.

Required skills

• MS Excel
• Card Management systems