Front Desk Operations Manager

5 days ago


Doha, Baladīyat ad Dawḩah, Qatar Qatar National Bank Full time

The ideal candidate for this Front Desk Operations Manager role will possess excellent interpersonal and organizational skills, with a focus on delivering exceptional customer experiences. As the first point of contact for walk-in customers, you will provide solutions or direct them to the right person while maintaining a professional company image.

Main Responsibilities:
  1. Set up accounts for Qatari and non-Qatari clients by adhering to established procedures.
  2. Identify and generate viable leads, forwarding them through the appropriate internal channels.
  3. Ensure seamless customer interactions as the primary point of contact for all walk-in customers.
  4. Present a positive image of the bank to walk-in customers.
  5. Analyzing customers' requirements and assessing their needs.
  6. Issuing correct forms to customers to document their requests and passing them to relevant departments for processing.
  7. Taking customer inquiries regarding new account openings via personal meetings and online channels.
  8. Resolving customer complaints and directing them to the suitable departments.
  9. Maintaining high service standards.
  10. Managing front office operations effectively.
  11. Providing tracking numbers to all requests and updating system details accordingly.
  12. Taking charge of the telephone system during call center executive absences or busy periods.
  13. Working towards achieving Information Security objectives and maintaining ISO 27001 standards.
  14. Complying with bank standards, regulations, and ethics, and ensuring license maintenance.
  15. Generating innovative ideas for customer relationship management and retention.
  16. Ensuring confidentiality and ethics in handling sensitive commercial information.
  17. Participating in special projects as assigned.
Qualifications:

This position requires a University Graduate with 3+ years of experience in front desk operations, preferably in a brokerage company.

Essential Skills:
  1. A strong track record of professionalism.
  2. Familiarity with computer applications, including QE & QNBFS customer service software.
  3. Prior experience in financial services is mandatory.
  4. Outstanding verbal and written communication skills.
  5. Exceptional relationship management and business development/sales skills.

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