Job Purpose Summary

The incumbent will assist the VP Finance on all aspects of Financial Control and administration issues of QNB business in the assigned country. Undertakes a range of specialized accounting clerical duties within a specific function. This is an experienced accounting clerk with a sound knowledge of book-keeping/accounting techniques, as may apply to the job. Has the ability to arrive at conclusions and follow the most appropriate course of action, within procedure constraints.

Main Duties & Responsibilities

A. Shareholder & Financial:

• Proactively market the Group’s products to increase sales volume and profitability, and to achieve or exceed set targets and goals for QNB First customer segment, primarily customer acquisition & general deposits and investments (AUM).

• Strive to be mindful of Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.

• 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

• Implements KPI’s and best practices for role

B. Customer (Internal & External)

• Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.

• Act as the first point of contact for QNB First customers, especially for new customers, answering their queries and providing information about the various products and services offered by the bank.

• Provide “Room service” for QNB First customers ensuring at the same time a complete sense of confidentiality and honestly with all related issues to the QNB First customers.

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

C. Internal (Processes, Products, Regulatory):

• Build strong relations with potential and existing customers through effective customer service interaction.

• Maintain QNB First customer service area files, database, records, registers and logs under control.

• Work closely with the branch team, to provide information and act as liaison to all other customer needs relating to QNB First segment.

• Provides authorizations and downloads as necessary to ensure smooth running of the daily work

• Provide information about various products and services offered by the Group and identify cross selling opportunities.

• Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.

• Assist customers in filling out various forms and applications as requested such as opening an account; applying for an ATM, credit cards and checkbook; standing order instructions etc.

• Receive loan applications from customers and prepare the corresponding loan agreements.

• Refer to Branch Manager for any unresolved queries on transactions handled.

• 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 and internal auditors and the Compliance function as and when required.

D. Learning & Knowledge:

• Possess working knowledge of branch customer relationship management to carry out duties and responsibilities.

• Providing training to the new QNB First customer relationship officers when needed and solve difficulties beyond their individual expertise.

• Develop investment skills to an Advisory status.

• 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, Anti-Bribery and Corruption, 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.

Education/Experience Requirements

• University Graduate with a major preferably in finance, accountancy or related subjects,

• Minimum 6 years’ experience, preferable in the banking industry

• Excellent oral and written communication skills (including report writing) in English, with Arabic, French or applicable local language highly desirable