QNB3681 – Manager Customer Services (Qatarization) Full Time NEW

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.

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, 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.
• 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.
• Learning & Knowledge:
• Identify related areas for professional development of self and others.
• Take decisive action to ensure speedy resolution of unresolved staff grievances or conflicts within the team.
• Ensures CSO’s, Associate customer services, Senior Associate Customer services in the branch are trained with all the process related to customer service within specified TAT

Possess a superior knowledge of branch customer service management and provide training to the customer service team as and when needed.

• Provide training to the customer services team as and when needed and solve difficulties beyond their expertise.
• Proactively identify areas for professional development of self and undertake development activities.
• Seek out opportunities to remain current with all developments in professional field.
• Hold meetings with staff and assess their performance and your teams overall performance on a regular basis.
• Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members.
• Identify development opportunities and activities for staff and facilitate/coach them to improve their effectives and prepare them to assume greater responsibilities.

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