Associate Operation Support Center

Job Purpose Summary:
The incumbent will handle Applications, Documentations relating to Trade Finance, Corporate Action and Payments in accordance with rules and regulations in a way that supports the business and ensures timely processing with high level of customer service quality.

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

- Perform daily balancing of the related suspense/ transit accounts and notifying the Supervisor of items that have not yet been cleared for initiation of timely follow-up in this regard, and thereby help avoid any losses to the Group on account of such transactions.
- Implements KPI's and best practices for Associate, Operation Support Center role.
- Adhere to set Key Performance Indicators (KPIs).
- Ensure that the information disclosed is complete, accurate and in accordance with the confidentiality rules.
- Act within the limits of the powers delegated to the incumbent.

**B. Customer (Internal & External)**:

- Liaise with QNB clients Corporate in order to meet their needs in a timely and accurate manner.
- Build and maintain strong and effective relationships with all QNB Corporate clients and the other related departments to achieve the Group's goals/ objectives.
- Liaise with counterparts, customers and other internal and external parties, as applicable.
- Provide timely and accurate information to the external and internal auditors and the compliance function as and when required.
- Provide adequate and efficient remittance processing, bulk processing services (i.e. clearing/collection, salary transfers, post-dated cheques (PDCs) to internal customers including QNB domestic branches and thereby help them serve external customers including retail/corporate and government customers in a more efficient manner, resulting in increased external customer satisfaction levels.
- Provide trade Finance support to customers
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

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

- Request proper transaction approvals RTA's for all related Trade Finance transactions following up pending approvals/documents with all related departments.
- Deal with clients on routine operational issues relating to handling of documentations and enquiries for issuance, amendment, payment of demands and cancellation and handling of documents under LCs and DCs
- Communicate with clients for transactions relating to Bank L/C's and LGs. Release and receive documents, advices relating to clients.
- Prepare and submit reports to the Manager-Operations Support to monitor the pending documents, transactions awaiting client's collection from the Help Desk to ensure timely handling.
- Keep abreast of changes in International Chamber of Commerce/ relevant, URDG, UCP 600,ISP 98 and URC 522 pertaining to letters of credit and guarantee and bills for collection, and local international laws and regulations affecting the trade finance operations.
- Adhere to the established processes and controls (automated/ manual) to prevent/ detect the transfer of funds to/ from potentially suspect countries, banks, individuals, entities to ensure compliance with applicable anti-money laundering (AML) rules/ regulations.
- Adhere to the existing and approved policies/ procedures pertaining to processing of outward/ inward remittances and applicable QCB regulations in this regard.
- Ensure any suspicious transactions identified are timely informed to and discussed with the Supervisor Corporate/ his superior for resolution and if required, reported to the Head of AML (reporting to Group Compliance).
- Constantly strive to reduce/minimize all kinds of errors while processing requests pertaining to the department
- Ensure that duly authorized mandates are received from the corporate/ government clients pertaining to salary transfer requests, along with the respective employee-related information, prior to processing such transactions.
- Log corporate action queries/ issues, escalate/ route issues where necessary and facilitate tracking of the queries/issues until final resolution to ensure timely customer service in compliance with set policies and procedures.

**D. Learning & Knowledge**:

- Develop knowledge of processes, products and services to resolve/ route queries/ issues for timely resolution.
- Possess knowledge of developments in fund transfer and SWIFT operations, including but not limited to best practices, pertinent legal requirements and system advancements.
- Possess knowledge of developments in bulk processing systems/ operations and collection rules/ regulations
- Ensure high standards of confidentiality to safeguard commercially sensitive information including information pertaining to fund transfers.
- Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information

Education/Experience Requi