QNB3589 - Officer Customer Service

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 will be responsible for planning, developing and managing the branch towards achieving sound profitable growth through the accomplishment of product-wise sales targets and delivery of quality service. The incumbent will also ensure efficient and consistent delivery of customer satisfaction.

Essential Duties & Responsibilities By Dimensions

• Shareholder & Financial:
• Implement strategies and plans to achieve all volume, revenue, profit targets.
• Prepare, submit for approval and successfully implement yearly budget, profit plan and business objectives of the branch.
• Recommend Key Performance Indicators (KPIs), for branch performance monitoring and quality measurement purposes.
• Ensure target achievement, timely and error free service delivery and high customer focus.
• Undertake effective marketing strategy to establish and maintain good working relations with existing customers and to attract new customers while paying personal attention to key customers.
• Implements KPI's and best practices for Branch Manager
• 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):
• Manage and motivate staff to ensure all customers receive prompt, courteous and high quality services.
• Ensure customer satisfaction at all times and resolve customer complaints timely and effectively.
• Provide timely and accurate information to the external and internal auditors and the Compliance function as andwhen required.
• Build and maintain strong and effective relationship with all other related units to achieve the Group's goals/objectives.
• 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):
• Manage the branch as per preset risk and credit limits and ensure cost control.
• Market the Group's products and services while enhancing the customer, deposit and loan bases quantitatively as well as qualitatively, and also make periodic visits to current and potential customers for marketing purposes.
• Review daily position and profit and loss reports, monitor dormant accounts especially debit accounts, superviseand minimize "past due" and "casual overdraft" accounts.
• Approve or reject, or coordinate the approval and rejection of lines of credit and loans within preset limits.
• Review audit findings and take appropriate corrective actions and ensure strict adherence to the Group's policies & procedures and agreed SLAs.
• Oversee the smooth running of day-to-day activities and ensure adequate distribution of work among staff.
• Ensure regular staff rotation to make sure widely knowledgeable staff cover all sections in the branch to avoid difficulties during leaves.
• Resolves administrative issues in the Branch and ensures provision of necessary infrastructural resources for effective functioning of the Branch
• 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

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 10 years of relevant experience, preferably within a highly rated international bank.
• Well-informed of the retail branches market structure, industry practices and regulations

Note: you will be required to attach the following:

• Resume/CV
• Passport
• QID
• Education Certificate
• Birth Certificate