Job Summary

The incumbent will prospect and search for support services providers and produce all the reports and the documentation works for the current operational services.

Main Responsibilities

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:

- Ensure that Support Services operations are executed within agreed contract time schedules and conditions.

- Implements KPI’s and best practices for Support Services.

- 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):

- Coordinate & follow up with subordinates to ensure implementation of requirements in a timely manner.

- 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):

- Responsible of following up and update all records and documents, reports, schedules of support services in QNB premises (buildings & branches) such as catering, outsourced receptionist’s management, outsourced drivers and bus shuttles management, QNB vehicles maintenance, departments rented cars management.

- Review and receive all the incidents and comments related to the support services and service providers to resolve the issues and fix the process.

- Ensure that services meet the required quality standard.

- Keep the documents and update the information of inventory of all the provided services of the local and international branches & subsidiaries and periodically reconcile them with the reports and physical, actual existence of such services.

- Follow up and monitor the implementation of the services and maintenance of the provided services equipment’s and machines if available.

D. 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.

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 confidentiality to safeguard commercially sensitive information.

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

Education and Experience Requirements

- 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.