Job Summary

The incumbent will manage all the operational and services functions, including IT, Administration and core banking operation functions in the country to the highest level of service and quality.  The incumbent is also responsible for providing required business services and infrastructural support to its various business partners to enable them to continually meet and exceed customer expectations.

In addition, the position will be responsible for establishing and managing Operational Domain Hubs in accordance with the bank standards, as and when decided by Group Operations Management.

The incumbent will provide strong support to the various business units and assume responsibility for the development, timely update of policies and procedures in line with the Group Policies and Procedures. He/she will also support the TOM (Target Operating Model) provided by Group Operations including the execution of operational controls and reconciliations and the support of special projects undertaken by the Group.

Administratively, this position will report to the Country General Manager.  Functionally he/she will report to Head of International Global Operation Support. This position may be called upon to deputise for the Country GM in their Absences. 

Responsbilities

Create Key Performance Indicators (KPIs) for performance monitoring and quality measurement purposes for the Branch Operations department/ unit and monitor their achievement on periodic basis.

Lead and guide the Branch Operations department/ unit’s annual budgeting process.

Observes and promotes cost consciousness and efficiency, and enhance productivity, to minimize costs, avoid wastes, and optimize 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.

Liaise with Group Operation Division on operational matters, as and when required.

Manage the relationship with the respective user departments and country GM to understand business needs/ requirements, and propose / develop new/ improved processes to satisfy business requirements.

Ensure / finalize Service Level Agreements (SLAs) with all departments/ units to achieve improvements in turn-around time (TAT) which will also help increase external customer satisfaction.

Provide feedback to Corporate/Retail Banking business units’ managers and, as appropriate, recommend course of action.

Liaise with the Group’s internal/ external auditors and the Compliance function. In addition, provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.

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 and effective relationship with all other related departments and units to achieve the Group’s goals/objectives.

Provide timely and accurate information to the external and internal Auditors, Compliance, Financial Control and Risk Functions as and when required.

Drive the establishment of any new branch(es) in assigned country from operational side.

Establish and manage Operational Domain Hubs, once mandated

Manage all of the operational aspects of QNB’s presence in the given country.

Responsible for local IT, Operations, Security and Property.

Ensure full compliance with all procedures including local Regulator and QNB practices.

Responsible to ensure full adherence and compliance with TOM.

Responsible for all “non-customer facing” aspects of the business.

Ensure continuous system and quality enhancements by monitoring the respective activities and processes implemented and by keeping abreast of new methodologies and practices in order to improve the performance and ensure adherence to the turn-around times (TAT) mentioned in the SLAs and strive to better the same. 

Conduct periodic self-audits to ensure quality standards are maintained and refer issues to Group Operation and GM country.

Recommend and implement the operations plans and objectives in line with the overall business plan.

Manage human and processing resources and systems relationships to maximize quality and quantity of service while reducing costs.

Responsible for managing external vendors within the assigned departments.

Review internal control and regulatory requirements and modify affected operations programs/reports accordingly.

Establish maintain and enhance communications with the appropriate line areas; may act as operations customer link to facilitate the flow of information, to develop the necessary support systems, and to ensure the achievement of business objectives.

Analyse and keeps abreast of changes in internal control and regulatory requirements and may develop programs to ensure compliance.

Contribute to business reengineering and continue improvement initiatives as and when required.

Conduct periodic meetings with staff to discuss operational and/ or fraud related issues and provide training on pertinent topics.

Responsible for monitoring and recommending training needs for the Branch Operations personnel.

Proactively identify areas for professional development of self and undertake development activities

Seek out opportunities to remain current with all developments in professional field

Hold meetings with staff and assess their performance as well as the function’s overall performance on a regular basis

Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, the QNB Country Compliance manual; Group Compliance Policies and Procedures (Anti Money Laundering & Counter Terrorist Financing, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy).

in accordance with the Branch Governance manual, contribute to and comply with the Branch’s Risk Framework, consider Risk Appetite and promote a positive Risk Culture:

Understand and effectively perform your role under the Three Lines of Defence principle to identify, measure, monitor, manage and report risks.

Ensure systematic good outcomes for clients in accordance with Conduct Risk policy.

Support the framework of RCSA, KRI, Incident reporting and remediation, as appropriate, in accordance with the Operational Risk Management requirements.

Maintain appropriate knowledge to ensure to be fully qualified to undertake the role. Complete all mandatory training provided by the Bank and attain and maintain the required levels of competence.

Attend mandatory (internal and external) seminars as instructed by the Bank.