QNB2454 - Supervisor Merchant Operations - Cards & Merchan Operations "Qatari Nationals Only"

Business Unit: QNB - Qatar
Division: Operations
Department: Operations
Country: Qatar
Closing Date: 06-Oct-2022
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.

Role Summary: You will be responsible for monitoring, upgrading and developing all measures of systems and operations to support Merchant Services. Furthermore, will ensure adherence with internal TAT merchants SLA procedure, will apply merchant risks, will ensure successful merchant business and will provide proper support to merchants
Role Description:

Assist the Merchant Manager, Operations in the creation of Key Performance Indicators (KPIs), for performance monitoring and quality measurement purposes, pertaining to the entire Card & Merchants Operations Department and monitoring their achievements on periodic basis.
Ensure Merchant Services Unit’s functions runs as an efficient processing center.
Coach & follow up with Merchant Officers & Processors to ensure implementation of requirements in a timely manner.
Provide timely and accurate information to Merchant manager.
Accountable for Monitoring Merchants activities in accordance with set payment processing methods and other procedures.
Endure settlement compliance to local and international rules and regulations provided by regulatory bodies and Visa/ MC requirements.
Ensure that all processing exceptions are identified and inform the Manager Merchants for further action.
Maintain the relationship with third party processors in accordance with set communication protocols.
Ecommerce merchants file payment processing assures on daily basis that all files are loaded to acquiring relevant system.
P.O.S transactions file processing into merchant relevant systems, on daily basis verifying whatever transactions recorded into the bank host.
Preparing/Reformatting Q-Pay MICROS and AMEX and AMEX Government files by using merchant dedicated bank system and assure the daily process is accords.
Approving merchant electronic statement certificates and forwards it to secure merchant email id.
Daily monitoring to various bank merchant systems (base24, prime, oracle, MIGS, Cyber Source, MICROS, terminal management system, and oracle) configuration as part to whatever assigned by unit head as daily task list.
implementation of a proper check list of any new system/service within merchant unit.
A Daily Ensuring that all merchants processes was completed duly by backup staff in case of absence of primary staff.
Raise IR, CR , SARF for merchant staffs in case any system failure happened and follow it up till closure.
Ecommerce supervisor should ensure that all card’s scheme mandates were implemented & followed correctly.
Complete accounting & settlement knowledge in-order to able to check and approve GL- Vouchers, on-boarding new merchant.

Make sure the Business Continuity measures are coordinated and controlled within the


with a Minimum of 6-8 years of experience in the Merchant & ecommerce operations industry seasoned with a Bachelor's Degree in marketing, accounting or finance or IT. 

Required Special Skills:

Experience with multiple POS systems.
Proven technical and project management abilities.
Possesses problem solving/ decision making skills.
Familiar with the balanced scorecard approach.
Good adaptability to multinational environment, with wide exposure to various cultures and customs.
Evident and proven ability to provide superior customer service.
Knowledge of industry technology and International branch structure.
Knowledge of rules and regulations of card business.
Excellent Communication skills.
Customer relations management skills

Note: you will be required to attach the following:
1. Resume / CV
2. Passport-size photograph