Job Purpose Summary:

The incumbent will be responsible for research and development of new features and services for the loyalty program as well as carrying out the back office processing of QNB’s loyalty program in line with the bank’s policies and procedures, under the directions of the Assistant Manager Loyalty and Campaigns.

Essential Duties & Responsibilities by Dimensions:

Shareholder & Financial:

• Evaluate and appreciate impact of changing business challenges and priorities on his/her functional processes and policies.

• Re-engineer services, policies, procedures and tools in order to quickly respond to current & future business needs in alignment with international market practices.

• Understand the economic environment, competition, current & evolving regulatory framework and their implications.

• Leverage internal and external contacts in the market place to understand better competitors’ behaviour.

• 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

Customer (Internal & External):

• Anticipate clients’ need and ensure service is delivered on time.

• Encourage and guide people in exceeding set standards on service delivery.

• Clearly articulate the vision behind loyalty programs into practical processes and initiatives.

• Deploy and manage customer-focused initiatives in order to bring positive cultural change.

• 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/internal Auditors, Compliance, Financial Control and Risk Functions when required.

Internal (Processes, Products, Regulatory):

• Prepare various data related to Loyalty programs and ensure completeness and accuracy of the data presented.

• Prepare and provide different reporting on the loyalty program for the QNB loyalty management and a sanitized version for the program partners.

• Work on the implementation of Rewards campaigns to increase customer spending, grow the card and retail Payment portfolio, and take customers past renewal cycles.

• Lead assigned projects by reviewing and analysing current systems, documenting new procedures and specify business requirements for new or enhanced card systems to Group IT in liaison with the relevant Business & User Support unit/ department personnel reporting into the Head of Operations Control & Business Excellence (Group Infrastructure).

• Ensure regulatory requirements (viz. QCB requirements) are adhered to while developing new programs, promotions & schemes.

• Carry out advertisement and promotion activities related to the Rewards Program in conjunction with the Retail Sales & Marketing Department.

• Assist in the preparation of Rewards Program performance for the consumption of Head Retail Payment Products, AGM Group Retail Cards and Payments and others as required.

• Monitor local and international loyalty environment and competitors’ offering, and making recommendation to ensure the bank’s loyalty program is of competitive to the industry standard.

• Engaging close coordination with third party vendor and international service provider in implementing new redemption options for customers, ensuring customer satisfaction.

• Work with the Senior Manager Product Development and reduce the likelihood of a negative risk event by establishing and reinforcing the infrastructure that sets the control consciousness of the department.

• Hold meetings with direct reports and assess their performance as well as department’s overall performance on a regular basis.

• Working closely with interrelated departments to manage a smooth processing of the loyalty system to ensure accuracy of points being rewarded and new facilities are properly tested and communicated.

Learning & Knowledge:

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

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