CSE Senior Manager

About Us:
Network International is the largest Financial Technology company in Middle East and Africa. Payments is our core business where we provide services in more than 50 countries – UAE, Jordan, South Africa, Egypt are some of our key markets. Apart from payments, we provide services on Data and Insights, Lending, Insurance, Risk Solutions, etc. Our core customers are businesses at every scale and segment, though recently we are growing in direct to consumer card segment as well.
Our EVP's:
At Network International, we always stay ahead. . In the fast-paced world of financial services, we thrive on innovation, agility, and purposeful collaboration. We invest  first in our people, empowering you to make bold decisions, learn fast, and grow your expertise alongside industry leaders. Here, solving complex problems means more than using cutting-edge technology; it’s about creating meaningful value for our customers, together. We foster a culture where trust, accountability, and achievement go hand in hand—because success isn’t just a goal; it’s how we work, every day, as one team.
Job Description:
Lead and transform the North Africa Client Service Excellence function to strengthen team accountability, improve client relationships, support commercial growth and ensure effective delivery of client initiatives.

• Lead, coach and develop the North Africa CSE team, with clear objectives, KPIs, ownership and accountability.
• Build a high-performance culture focused on execution, responsiveness and client outcomes.
• Transform the CSE function from reactive issue management into a proactive client, delivery and commercial support function.
• Develop strong relationships with key client stakeholders and act as the senior escalation point for critical matters.
• Establish regular client governance and service reviews covering performance, priorities, risks and actions.
• Ensure all client issues, requests and escalations are logged, owned, communicated and resolved within agreed timelines.
• Oversee BAU projects, enhancements and client initiatives, ensuring clear owners, milestones, dependencies and timely delivery.
• Coordinate with Operations, Technology, Product, Finance and Commercial teams to resolve issues and deliver client commitments.
• Partner with the Commercial team to identify and progress cross-selling and revenue opportunities within existing accounts.
• Identify chargeable client requests and ensure they are properly scoped, approved and billed.
• Provide regular reporting on client health, service performance, projects, risks, escalations and commercial opportunities.
• Drive root-cause analysis and process improvements to reduce recurring issues and improve service quality.
• Ensure full compliance with information security, PCI, risk, audit and internal control requirements.
• Share client feedback with relevant teams and ensure agreed improvement actions are implemented.

• 8–10 years of experience in client service, relationship management, account management or service delivery within payments, banking or financial services.
• Minimum 3 years of experience leading and developing teams, with clear performance management and accountability.
• Strong knowledge of card issuing, acquiring, transaction processing and operational service flows.
• Proven experience managing senior client relationships, service reviews, escalations and complex operational issues.
• Experience overseeing BAU projects, client initiatives, milestones, risks and cross-functional dependencies.
• Demonstrated ability to support account growth by identifying and progressing cross-selling and revenue opportunities.
• Strong stakeholder management skills, with the ability to represent client priorities internally and drive actions to closure.
• Strong communication, analytical, problem-solving and organisational skills.
• Commercially aware, customer-focused and able to manage multiple priorities in a fast-paced environment.
• Proficient in Microsoft Office and management reporting tools.
• Self-motivated, collaborative and comfortable working under pressure with a strong sense of ownership.

Network International is an equal opportunity employer. We welcome and encourage applications from candidates of all backgrounds, nationalities, and experience levels. We are committed to creating an inclusive workplace where innovation, diversity, and performance thrive.