Job Purpose Summary:

The incumbent has ownership and full accountability for all Service Quality related matters and initiatives for Retail customers & QNB First Customers in order to continuously improve the quality of service imparted to Retail customers & QNB First customers, thereby providing a competitive edge to the Group over its competitors.

The incumbent has responsibility to enhance the Cards services which delivered at the Card Center and Branches as well as the cards services which provided by call center.

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:

- Develop and implement the Group’s Service Quality strategy/ plan for the services of Retail Customers & QNB First customers and Cards Services.

- Ensure minimal customer attrition and improved usage of the Group’s products and services by new and existing customers (in Retail customers & QNB First customers) by ensuring high standards of service quality, thereby resulting in growth in business.

- Create Key Performance Indicators (KPIs), for monitoring service quality efforts and initiatives and monitor their achievements on a periodic basis.

B. Customer (Internal & External):

- Responsible for sensitizing the department to the needs of the customer and lead the customer focus initiative in the entire department.

- Build and maintain strong and effective relationship with all other related units/ departments within the Group to obtain information regarding customer feedback/ complaints on timely basis. Also, liaise continually with them to obtain feedback/ assurance on the effectiveness of the quality assurance function in place.

- Ensure customer complaints (Retail customers & QNB First customers and cards issues) are attended to and resolved in a timely manner.

C. Internal (Processes, Products, Regulatory):

- Development of service quality standards for Retail customers & QNB First customers in line with applicable best practices and regional considerations.

- Implement and drive the usage of a customer complaint management process/ system and customer feedback mechanisms, including CFMS, Social Media and Mystery Shopping programmes.

- Responsible to find ways to resolve the high TAT transactions.

- Continuously monitor and report on quality related issues to the Head of Group Retail Service Quality & Channels Performance by publishing data and reports regarding branch/ unit performance against pre-set indicators.

- Monitor branch/ unit performance against the established service quality standards by conducting Mystery Shopping surveys and other surprise checks and discussing the results of such surveys/ checks with the relevant staff and their line managers.

- Develop programs to counsel and support poor performers (Branches/ QNB First/ Cards / units/ particular staff) to improve their performance.

- Assist in the continuing improvement of relevant products, procedures and services by channeling customer feedback to the business and distribution units on timely basis.

- Coordinate with Head of Coaching & mentoring in the design of:

- Service quality training programs for front-line staff in Retail Branches , QNB First Branches, card centers, Call Center and Mortgage Centers.

- Standard customer service techniques.

- Ensure that supporting market research studies on the latest trends in service quality viz. mystery shopping and customer satisfaction studies are analyzed and reflected in the Group’s service quality efforts, to the extent applicable.

- Take decisive action to ensure speedy resolution of staff grievances or conflicts within the team.

D. Learning & Knowledge:

- Possess a superior knowledge of service quality related issues, standards and the latest trends with respect to measurement/ assessment of service quality.

- Train staff (especially front-line personnel) on service quality related standards, matters and initiatives, including the latest tools/ trends in conducting service quality checks.

Education/Experience Requirements:

- University degree (MBA but not required) from leading academic institution with focus on businesses administration.

- Minimum of 10 years experience in organization and process reengineering, business consulting and project management or equivalent businesses/ operations experience within the financial services arena ( however : no specialization in one area but rather multi-skill and transversal across functions)

- Well-informed of the latest trends in service quality standards, tools and techniques.

- MBA in Operations Management (preferable).