Senior Associate Customer Relationship Management Qnb First

6 days ago

Qatar QNB Full time

**Business Unit**
- QNB - Qatar**Division**
- Retail Banking**Department**
- Retail Banking**Country**
- Qatar**Closing Date**
- 08-Apr-2026

**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 primarily responsible to support the Customer Relationship Managers in managing and servicing QNB First account holders, including the timely provision of excellent banking services and ensuring all transactions instructed by the customer are completed in timely, manner handling day to day queries from customer professionally and handling customer in the branch premises.

**Essential Duties & Responsibilities by Dimensions**:
**A. Shareholder & Financial**:

- Ensure complete support to their respective Customer Relationship Managers in handling customer day to day queries, complaint handling and timely complaint resolution; enhance customer satisfaction through seamless service delivering to maximize customer profitability and customer acquisition.
- Strive to be mindful of Key Performance Indicators (KPIs) for QNB First customer service performance monitoring and quality measurement purposes.
- Formulate customer retention strategies to minimize attrition and thereby help grow the QNB First customer portfolio.
- Implements KPI’s and best practices for Senior Associate, Customer Relationship Management QNB First
- 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.

**B. 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.
- Ensures high standards of customer service and proactive contact with customers visiting the branch answering their queries and providing information about the various products and services offered by QNB. Attends and resolves all customer queries at the branch within specified TAT to ensure customer satisfaction.
- Cross-sell products to customers and leverage on existing customer base to improve profitability while driving customer retention.
- Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
- Build and maintain strong and effective relationship with branch customers and all other related units of the Group to achieve goals/objectives.
- Get involved with database management, loyalty program or direct marketing process to communicate it with their existing or new customers about any new product launch or promotional campaign
- Provide “service excellence” for QNB First customers ensuring at the same time a complete sense of confidentiality and honesty with all related issues to the QNB First customers.
- Must ensure not only to solve customer requests but proactively offer ideas and insights to improve the customer's issues and challenges.
- Provide information about suitable products and services offered by the Group and identify cross selling opportunities.
- Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
- 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.

**C. Internal (Processes, Products, Regulatory)**:

- Work with the QNB First Relationship Managers and other managers to identif

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