Role Summary

The incumbent will provide support in the Issuance Unit for credit & debit cards by completing the daily operations in line with the Group’s procedures in addition to generating daily activity reports.

Role Description

Ensure Operations and Issuance Unit runs as an efficient processing centre, in terms of service delivery and operational risk management.

Implements KPI’s and best practices for Senior Associate, Cards Issuance role.

Act within the limits of the powers delegated to the incumbent

Build and maintain strong and effective relationship with the all other related units to achieve Group’s goals.

Provide timely and accurate information to the external and internal auditors 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

Provide round the clock customer and authorization services to ensure a smooth run of electronic based banking services.

Extract daily reports concerning the issuing, modification, cancellation requests and transactions for Debit/ Credit cards for monitoring purposes.

Follow up on pending issuing cases of all applications, by informing the Supervisor, Issuance.

Perform the issuance of debit/ credit cards in accordance with the Group’s procedures.

Efficiently handle the card dispatch process “postproduction” in order to ensure timely deliveries to customers within the agreed turnaround times.

Receive, check the applications, perform data entry, generate PINs, and ensure Card embossing and encoding.

Ensure compliance with all legal and regulatory pronouncements and recommend/ apply industry best practices about cards.

Ensure all practices within the unit comply with the Group’s procedures and more specifically, the compliance related ones

Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, Group Compliance Policies and Procedures (AML & CTF, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy).

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 full qualification to undertake the role.

Complete all mandatory training provided by the Bank, attain, and maintain the required levels of competence.

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

Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.

Maintaining utmost confidentiality concerning customer and internal bank information obtained during the course of business and provide such information on a need to know basis only to Senior Management of QNB, Audit and Compliance functions, and relevant Regulators.

Maintain high professional standards to uphold QNB's reputation and to strengthen its market leadership position.

All other ad hoc duties/activities related to QNB that management might request from time to time

Qualifications

Bachelor Degree University Graduate/preferred with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study)

At least2 years of relevant experience, preferably within a highly rated international bank

Required Special Skills

Excellent/ Good oral and written communication skills (including report writing) in English and Arabic.

Ability to make decisions and follow through with initiatives.

Computer skills (MS Office and bank applications).

Good problem solving skills.

Organized & Sharp in the thinking style.

Good analytical skills