About QNB

Established in 1964 as the country's first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.

QNB Group's presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.

QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor's (A), Moody's (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.

Based on the Group's consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.

QNB Group has an active community support program and sponsors various social, educational and sporting events.

Job Purpose Summary

The incumbent is mainly responsible for leading a team of customer service representatives in providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group's products and services and encouraging customers to increase their business with the Group. Manage and provide consistent, timely and accurate service support to help maintain customer service levels to CB clients

Essential Duties & Responsibilities By Dimensions

Shareholder & Financial:
Proactively market the Group's products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
Suggest Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.
Implements KPI's and best practices for Manager, Corporate Customer Services
Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same.
Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance.
Customer (Internal & External):
Enhance the Group's image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
Monitors service quality indicators and takes corrective measures to ensure highest level of customer satisfaction and ensures all problems/complaints/queries are handled quickly, efficiently and tactfully.
Resolves escalated customer complaints and ensures timely resolution of the same
Aims to increase bank's market share by ensuring high level of service and meeting the turnaround time for various processes as laid down.
Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
Drives sales of new products ensures proper documentation of applications and tracks sales targets to achieve growth.
Provides cross-sell leads to sales teams and ensure timely follow-up to ensure conversion.
Build and maintain strong and effective relationship with the all other related units to achieve the Group's goals/objectives.
To assist customers in all their queries on Bank's product and seek solution to their requests.
Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
Build and maintain strong/effective relationships with related departments/units to achieve the Group's objectives.
Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
Internal (Processes, Products, Regulatory):
Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.
Maintain customer services area files, database, records, registers and logs under control.
Provide authorizations and downloads as necessary to ensure smooth running of the daily work.
Coordinate with Tellers on an as is needed basis to ensure smooth operations, and timely and friendly service delivery.
Lead and direct the daily activities for Customer Service unit including, but not limited to;
checking customers applications for different types of products and services,
checking loan applications and loan agreements before submitting the same for approvals,
authorizing customers signatures,
authorizing the daily work of the customer services staff,
Following up dormant accounts especially debit accounts,
preparing management reports such as monthly opened/closed accounts
Ensures implementation of all audit recommendations and minimizes occurrence of any deviations during audit checks
Continuous Improvement:
Set examples by leading improvement initiatives through cross-functional teams ensuring successes.
Identify and encourage people to adopt practices better than the industry standard.
Continuously encourage and recognise the importance of thinking out-of-the-box within the team.
Encourage, solicit and reward innovative ideas even in day-to-day issues.

Education And Experience Requirements

Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
At least 6 years of relevant experience, preferably within a highly rated international bank.
Well-informed of branch customer service practices and regulations.

Note: you will be required to attach the following:

Resume/CV
Passport
QID
Education Certificate
Birth Certificate

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