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We’re Hiring: Head of Customer Service Location: Sulaymaniyah, Iraq Employment Type: Full-time Department: Sulaymaniyah branch About the Role: First Iraqi Bank (FIB) is seeking an experienced and customer-focused Head of Customer Service to lead the Customer Service team and ensure the delivery of exceptional banking services and customer experience. The successful candidate will oversee daily customer service operations, drive service excellence, resolve escalated customer concerns, and ensure compliance with the Bank’s policies and procedures. Key Responsibilities: • Lead and supervise the daily activities of the Customer Service team. • Ensure the delivery of high-quality customer service in line with the Bank’s standards. • Handle and resolve escalated customer inquiries, complaints, and service requests. • Monitor customer service performance and implement initiatives to enhance customer satisfaction. • Ensure compliance with the Bank’s policies, procedures, and regulatory requirements. • Coach, train, and evaluate Customer Service staff to maintain high performance standards. • Coordinate with branch management and other departments to ensure efficient customer service operations. • Monitor operational risks related to customer service activities and implement corrective actions when required. • Prepare operational and customer service performance reports. • Support continuous improvement initiatives to enhance customer experience and operational efficiency. Requirements: • Minimum 5 years of banking experience, including at least 2 years in a supervisory Customer Service or branch operations role. • Strong knowledge of customer service operations and banking procedures. • Excellent leadership, communication, and interpersonal skills. • Strong problem-solving and conflict resolution abilities. • High level of professionalism, accuracy, and attention to detail. • Ability to work under pressure and manage multiple priorities. Qualifications: • Bachelor’s degree in Business Administration, Finance, Accounting, Banking, or a related field. • Previous experience in retail banking operations is required. • Strong understanding of banking regulations and customer service best practices. • Excellent command of Kurdish and Arabic; English is required. • Proficiency in Microsoft Office applications. What We Offer: • Competitive salary and benefits package. • Professional growth and leadership development opportunities. • Dynamic and collaborative work environment. • Opportunity to join Iraq’s First Digital Bank and contribute to shaping the future of banking. How to Apply: Interested candidates are invited to submit their CV to: [email protected] Email Subject: (Head of Customer Service – Sulaymaniyah) Applications without the required subject line will not be considered. Only shortlisted candidates will be contacted. #All_Kurdistan_Jobs