Job Summary

Effectively manage the operations team to ensure smooth running of various backend processes like account opening, control and settlement. He is also responsible for liaison with other departments to provide any kind of support that might be required from the operations department to support trade and sales.

Main Responsibilities

A. Shareholders & Financials

- Adhere to Departmental Budget.

- Ensure that declared turnaround time for various processes is adhered.

- Demonstrate clear understanding of the important factors behind QNBFS financial & non-financial performance.

- Implements KPIs and best practices for AVP Operations.

- Promote cost consciousness and efficiency and enhance productivity, to minimize cost, avoid waste, and optimize benefits for the bank.

- Act within the limits of the powers delegated to the incumbent.

B. Customer (Internal & External):

- Approve account-opening forms in the absence of Sr. Manger/Manger-Operations and in case of margin trading accounts.

- Ensure adherence to back-office policies and procedures and regulatory compliance

- Oversee and monitor back-office operations.

- Second password for releasing swift messages (if allowed) and keeper of second keys to record rooms.

- Manage the implementation operation and settlement, best practices, across all activities of operation / business to promote efficiency in the work process, ultimately resulting in customer satisfaction.

- Maintain strong and effective relationship with key entities i.e. custodian, counterparties, bank, sub custodian, brokers, auditors to achieve functional goals and objectives

- Manage, train and motivate operation team to enhance service quality

- Provide technical expertise and guidance to operation area as and when required for smooth operational function

- Ensure efficient operation of local shares, fixed income and other QNBFS product and services and its settlement to the highest quality speed and efficiency

- Managing and performance appraisal of all back-office operations staff.

- Coordination between QNBFS front and back office.

- Ensure maintenance of service standards.

C. Internal (Processes, Products, Regulatory):

- Ensure adherence to back-office policies and procedures and regulatory compliance

- Oversee and monitor back-office operations.

- Second password for releasing swift messages (if allowed) and keeper of second keys to record rooms.

- Abide by the Policies and Procedures developed for maintaining the Information Security for the QNBFS and shall take on active responsibilities in achieving, managing and maintaining the ISO 27001 standard.

D. Learning & Knowledge:

- Identify Departments development needs and work with relevant authority to schedule appropriate technical, product and skills training.

- Ensure Department Employees work in accordance with Company standards, the regulation and ethics.

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

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

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 Defense 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.

Education and Experience Requirements

- At least 10 years of experience in working in a customer service center, with 5 years in a brokerage firm

- Bachelor's degree University graduate and CA/CPA/ACCA or equivalent

- Excellent professional record of accomplishment.

- Knowledge of the marketplace.

- Computer literate with knowledge of brokerage software’s and QE IT requirements

- Fluent in Arabic & English

- Well-developed analytical and problem-solving skills

- Knowledge about QE & QFMA regulations is desirable

- Exceptional organization and time management skills

- Ability to work under extreme pressure

- Ability to prioritize functions to ensure all processes are completed

- Should have excellent leadership skills