CSE Manager – Client Engagement & Issue Management

About the role

The CSE Manager will lead client engagement and issue management for Network International’s payment processing operations. You will act as the primary escalation point for client and operational issues, ensuring timely resolution and continuous improvement of service quality.

Key responsibilities

• Serve as the main escalation contact for client and operational issues, coordinating with internal and external stakeholders to resolve critical cases.
• Collaborate with internal teams to review, act on, and close urgent cases affecting clients or processing operations.
• Conduct regular meetings to monitor open issues, track progress, and ensure timely closure.
• Provide periodic updates and performance reports to the Head of Bank Processing, including KPIs, operational metrics, and dashboards.
• Lead monthly performance reviews for the team, delivering feedback and identifying development needs.
• Identify training requirements and arrange relevant 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.
• Experience in customer service or relationship management within payments/banking, preferably in card operations.
• Strong command of English.
• Knowledge of card business and transaction flow.

Required skills