Job Purpose Summary

The incumbent will assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in developing and implementing the service quality plan/ initiatives for Retail Banking in order to continuously improve the quality of service imparted to retail customers and thereby provide a competitive edge to the Group over its competitors.

Essential Duties & Responsibilities by Dimensions

A. Shareholder & Financial:

- Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in the development and implementation of the Group’s Service Quality strategy/ plan.

- Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in his efforts to keep customer attrition to a minimum and improve usage of the Group’s products and services by ensuring high standards of service quality, thereby resulting in growth in business.

- Provide inputs to the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in the creation of Key Performance Indicators (KPIs) for monitoring service quality efforts/ initiatives and monitor their achievements on a periodic basis.

- Implements KPI’s and best practices for Senior Associate, Service Quality Retail

- 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.

B. Customer (Internal & External):

- Assist in Liaise on continual basis with the other related units/ departments within the Group to obtain information regarding customer feedback/ complaints on timely basis.

- Assist in Maintaining an Internal and external surveys covering all departments / the customers to know how internal customers are satisfied with the services provided by QNB - Analyze all customer complaints and find the corrective action to resolve it.

- 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/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 Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in the development and implementation of service quality standards in line with applicable best practices and regional considerations.

- Assist in Identifying & analyzing route cause of all repeated issues and work on reviewing existing and new process

- Ensure positive impact on the service quality performance as measured against the Service Quality Indicators (CVM system etc.)

- Assist in reviewing the resolution of complains (TAT) and find ways to resolve the high TAT transactions.

- Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in his/ her mission to evaluate and improve service quality levels on continual basis by:

- Conducting mystery shopping surveys and other checks on unannounced basis to monitor branch/ unit performance against the established service quality standards and reporting the results to the Senior Manager Service Quality Retail / Vice President Service Quality (SQ). Assist in finding solution for route cause and analyze all issues raised through reports and work on upgrade Service Delivery Standard.

- Channeling customer feedback to the business and distribution units through the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) on timely basis and thereby assist in the continuing improvement of relevant products, procedures and services.

- Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in ensuring that the latest trends/ tools/ methodologies in service quality are continually analyzed and reflected in the Group’s service quality efforts, to the extent applicable.

D. Learning & Knowledge:

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

- Assist in staff training (especially front-line personnel) on service quality related standards, matters and initiatives, including the latest tools/ trends in conducting service quality checks, in coordination with coaching and mentoring team of group Retail bank.

- Proactively identify areas for professional development of self and undertake development activities.

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

Education and Experience Requirements

- Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),

- At least 2 years of relevant experience, preferably within a highly rated international bank.