Role Summary

The incumbent will be responsible for overseeing the development and implementation of business plans for Group Domestic QNB First branches. The incumbent will also be responsible for overseeing the implementation of the agreed strategic agenda and determining the resources, channels, products, and market segments and the tactical direction required to maximize targets.

 

Role Description

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:
- Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance.
- Display a good understanding of the major economies / relevant geographies in which the Group operates and of those economies that could have an impact on the Group’s business; includes an appreciation of the range of potential outcomes for the Group.
- Take leading role in understanding of external & internal environment (economic, political, social, competitive and regulatory factors) and ensure that the same is captured in business planning process.
- Encourage managers continuously to be sensitive to the market dynamics and engage them in a fruitful dialogue to be able to respond to the market changes speedily.
- Implement KPI’s and best practices for Head Customer Relationship Management QNB First.
- 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.

B. Customer (Internal & External):
- Create necessary frameworks and systems to enable teams and individuals to deliver on the commitments made.
- Create conducive environment and frameworks to act swiftly through effective delegation and empowerment
- Endeavor for superior performance & take personal accountability to meet deadlines in rapidly changing, ambiguous environment & unfavorable conditions.
- 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.

C. Internal (Processes, Products, Regulatory):
- Assist the AGM Group QNB First in the development and implementation of QNB’s Domestic Retail Branches strategy.
- Ensure that the branches’ business plans are within budgets and timescales.
- Ensure ongoing increase in market share and sustainable growth rate on the QNB’s branches portfolio.
- Oversee and lead the annual budgeting process for all QNB’s branches.
- Oversee the performance of all QNB’s Domestic retail branches against the set objectives to ensure achievement of profit targets for QNB’s retail portfolio.
- Coordinate with the AGM Group QNB First to develop the department’s strategy and plans to set the volume, revenue, and profit targets for all QNB Domestic retail branches with the network.
- Provide the AGM Group QNB First with informative reports on the performing and non performing products within the network.
- Keep the AGM Group QNB First informed of branches’ financial returns and ensure implementation of suggested changes (if any).
- Ensure that all QNB Domestic Retail branches focus on client-driven service and improving efficiency.
- Drive the profitability of QNB’s Domestic Retail Branches through completing sales, service management, implementation of business strategies, and business development.
- Ensure that domestic branches comply with QNB’s policies and procedures and recommend the necessary modifications/changes to guarantee compliance.
- Work with the regional managers to position QNB Domestic Retail branches as an effective retail sale and service outlet by providing superior customer focused services, increasing the customer base, and meeting the branch asset and liability targets.
- Work with the regional managers to enhance the positioning of certain branches within the network through reviewing performance indicators in the branches.
- Cater to the financial needs of individual customers through QNB’s network of Domestic Retail branches and customer service centers, while ensuring that product offerings are continually aligned with the needs and expectations of the respective customer segments.
- Maintain key relationships with external business partners e.g. VISA, Master Card, and insurance companies to be invested upon any problem or escalation.
- Ensure that the AGM Group QNB First is informed of significant branches-related issues that may jeopardize the achievement of branches’ goals.
- Oversee the sales volume targets of all QNB branches, measurement of customer attrition, and ensure implementation of customer retention strategies to enhance customer loyalty.
- Coordinate with the Branch Managers regarding all levels of manpower requirements in the branches to address issues be it a surplus or shortage of manpower.
- Ensure high standards of confidentiality to safeguard commercially sensitive information.
- Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
- Hold meetings with direct reports and assess their performance as well as department’s overall performance on a regular basis.
- Take decisive action to ensure speedy resolution of staff unresolved grievances or conflicts within the team.
- Take decision with limited information and ambiguous situations.
- Take unpopular and tough decisions in the interest of the organization.
- Provide assistance or coaching as needed and express confidence in the individual.
- Clearly articulate resource requirements and obtain management approvals for the same to ensure successful change while balancing the resources in most optimum manner.
- Understand the changing dynamics of situations accurately and respond in a manner that helps the organization in adapting to the new situation effectively.
- 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.

D. Learning & Knowledge:
- Set examples by leading improvement initiatives through cross functional teams ensuring successes.
- Identify and encourage people to adopt practices better than the industry standard.
- Appreciate importance of thinking out-of-the-box and continuously encourages employees and managers to practice the same.
- Encourage, solicit and reward innovative ideas even in day-to-day issues.
- 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 and your teams overall performance on a regular basis.
- Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members.

E. Legal, Regulatory, and Risk Framework Responsibilities:
- 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.

F. Other:
- 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

- University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or any other related field.
- At least least 10 years’ experience in financial services with a specialization in Banking, with at least 5 years in a managerial capacity.
- Well-informed of the retail branches market structure, industry practices and regulations.