Customer Service Excellence Lead – Francophone

About the role

The Customer Service Excellence Lead – Francophone will act as the first point of contact for our banking clients, handling day‑to‑day inquiries and ensuring swift resolution of their requests. You will work closely with internal teams to translate client expectations into actionable tasks and maintain high service standards across the region.

Key responsibilities

• Serve as the primary contact for all banks, logging, tracking and following up on issues until closure.
• Communicate client expectations internally to the relevant teams and provide timely status updates to the CSE team lead.
• Ensure all items are resolved within agreed turnaround times (TAT) and keep item aging to a minimum.
• Assist the team with high‑priority issues that could have financial, reputational or service impact.
• Share client feedback with appropriate units and drive corrective actions when dissatisfaction is reported.
• Conduct daily, weekly and monthly discussions to review open issues and operational requirements.
• Escalate any breaches of TATs promptly to ensure rapid resolution.
• Maintain accessibility and demonstrate energy and passion to deliver excellent support to client banks.

Required profile

• Fluent in French (Francophone) to communicate effectively with French‑speaking clients.

Required skills