Associate Operations Coaching and Mentoring

**Business Unit**
- QNB - Qatar-
**Division**
- Operations-
**Department**
- Operations-
**Country**
- Qatar-
**Closing Date**
- 17-May-2025**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 responsible to become an effective team member for the adequacy and effectiveness of the group operations risk assessment and quality controls. Become an effective team member with regard to: achieving quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans, implementing production, productivity, quality, SLAs and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change. The incumbent will be responsible to acquire the skills required for the implementation of continuous enhancement initiatives to quantitatively & qualitatively improve costs, quality and service across all units in the Group Operations and will be responsible for the roll-out of the Lean/ Six Sigma/ Change Management standards and methodology for Group Operations in conjunction with the Group TQM Team.

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

- Implements KPI’s and best practices for Associate, Coaching and Mentoring role.
- Become an effective team member with regard to: developing group annual budgeting process, also, manage projects’ operations to ensure timely completion within the assigned costs and specifications, monitor and control expenses within the estimated budget to meet overall objectives.
- Become an effective team member with regard to: Increasing the performance management and quality improvement capacity of the department and assist operational units to drive quality and efficiency improvement, undertaking analysis and working with the business to undertake improvement plans.
- Become an effective team member with regard to: Developing new and improve existing operations business processes to create controls to ensure quality levels and risk mitigation.
- Act within the limits of the powers delegated to the incumbent.

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

- Ensure coordination among the concerned user departments in the formulation of risk assessment and quality control.
- Drive VOC Voice of Customer actionable across the team and maintain/improve the scores and drive inputs from VOC for improvements.
- Drive SLA adherence / Customer CTQ Critical to Quality - ensuring all parameters are met and corrective and preventive actions are taken
- Continuously monitor progress and prepare reports to Sr. Manager on a timely manner.
- Study all existing products and suggest best practice to minimize Risk; increase automation and improve productivity and income as per Market behaviour
- Lead teams for any system testing; UAT and go life and Products enhancement.
- Liaise with internal and external providers, Group IT and external vendors/ consultants, in respect of work required to be able to implement new and improved processes.
- Liaise with the management/ their assigned representatives of the concerned departments/ units during the process enhancement reviews in order to obtain their approvals on the suggested changes.
- 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)**:

- Contributes to: Preparation of strategies, policies, standards and guidelines of project management and control to deliver the projects assigned objectives within the limited resources, time and budget.
- Contributes to: Ensuring that all operations business process have the appropriate level of operational controls to manage risk and exposure.
- Drive