Job Summary

The incumbent is responsible for development and integration of all QNB Financial Services (QNBFS) Customer Service delivery channels including Call Centre and Customer Service Help Desk. This includes overseeing the creation, management and development of the Company’s Website, Online trading portal, Mobile applications, Notification messages and all customer-facing applications. The Assistant Manager will be responsible to ensure all branding plans / materials, and advertisements are up to QNBFS / QNB branding guidelines. In addition, the role will encompass oversight in leading, training and development of a team of customer service executives and call center dealers in providing efficient and quality service to customers while adhering to defined policies and procedures by QNB, QNBFS, the exchanges and regulators.

Main Responsibilities

A. Shareholder & Financial:

- Creating of Key Performance Indicators (KPIs) for the customer service / Call Centre performance monitoring and quality measurement purposes.

- Ensure that Customer Service and Call Centre staffs achieve performance objectives with the aim of contributing to volume, revenue, and profit.

- Provide input in related budgets to facilitate the delivery and execution of the company budget and strategy.

- Actively evaluate and ensure applying security and compliance requirements in the company’s service delivery channel in consultation with information security and IT to minimize or eliminate opportunity for fraud and defalcation.

- Implements KPI’s and best practices for Assistant Manager Customer Service.

- 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):

- Enhance the Group’s image through pro-active customer-driven servicing of their needs.

- Maintain regular contact with QNBFS Business Heads, Managers and leaders to ensure full integration and fit of Branding & Advertising goals and objectives with Business goals and objectives.

- Provide cross-sell leads to sales teams and ensure timely follow-up to ensure conversion.

- Monitor service quality indicators, and take corrective measures to ensure highest level of customer satisfaction and ensures all problems/complaints/queries handled quickly, efficiently and tactfully.

- Responsible for adhering to Group Communication guidelines in the look and feel of each delivery channel and customer segment.

- Timely resolution of escalated customer complaints

- To assist customers in all their queries on QNBFS’ 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.

- Increase customer satisfaction by developing, motivating and mentoring the Customer Service and Call Centre staff to achieve desired levels of quality, customer service and productivity.

- Actively evaluate / ensure security and compliance requirements are built into every self-service delivery channel in consultation with information security and IT to minimize or eliminate opportunity for fraud and defalcation.

- Use ongoing market research to develop service delivery channels that attract new customers to company and retain existing customers.

- Continuously revisit services delivery channels in order to identify emerging customer service opportunities and provide workable solutions.

- Promote the utilization of delivery channels to the company customers through marketing activities.

- Responsible for establishing and monitoring service level agreements with internal and external service providers to ensure high availability of every service channel that exceeds customer expectations.

- Works closely with Heads of Departments and segments to develop distribution via multi channels to support segment strategies.

C. Internal (Processes, Products, Regulatory):

- Maintain customer services area files, database, records, registers and logs under control.

- Lead and direct the daily activities for Customer Service and Call centre unit including, but not limited to; Checking customers’ applications for different types of products and services:

- Conducting the beginning of day testing activity for all customer facing applications (Borsat, Wasata, QNBFS Trade, QNBFS Mobile Trading Application, QNBFS Trade Pro and all order status)

- Managing all the IPOs that take place in Qatar Stock Exchange and be the QNBFS representative with all QNB stakeholders for any new IPOs.

- Authorizing customers’ requests,

- Authorizing the daily work of the customer services staff,

- Following up suspended accounts especially active / inactive accounts with expired documents who still have cash or / and shares.

- Ensure implementation of all audit recommendations and minimize occurrence of any deviations during audit checks

- Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by QNBFS.

- Preparing management reports such as monthly / weekly clients turn over.

- Ensure that the team is adequately trained with correct service and product knowledge to enable them to carry out their Customer Service and Call Centre duties.

- Drive a level of excellence through the team that ensures a "world class" customer experience for every point of contact.

- Ensure implementation of Group’s guidelines and recommend improvements to the same.

- Forecast volumes of customer interactions and work force requirements and manage effectively the staffing requirements for each task.

- Highlight process deficiencies where applicable, validate and provide quality inputs on process improvements based on feedback from customers.

- Implement UAT related to QNBFS projects.

- Ensure QNBFS business continuity.

- Continuous Improvement: [add if they have subordinates]

- Set examples by leading improvement initiatives through cross-functional teams ensuring successes.

- Identify and encourage people to adopt practices better than the industry standard.

- Continuously encourage and recognize the importance of thinking out-of-the-box within the team.

- Encourage, solicit and reward innovative ideas even in day-to-day issues.

D. Learning & Knowledge:

- Provide training to the customer services team as and when needed and solve difficulties beyond their expertise.

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

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

- Hold meetings with staff and assess their performance and your teams overall performance on a regular basis.

- Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members.

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 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

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

- At least 4 years of relevant experience, preferably within a highly rated international bank.

- Knowledge about Qatar Financial Markets Authority (QFMA) & Qatar Exchange (QE) regulations.

- Highly customer-oriented.

- Excellent oral and written communication skills (including report writing) in English and Arabic.

- Good interpersonal and presentation skills.

- Understanding of the relevant laws, regulations, and practices.

- Ability to make decisions and follow through with initiatives.

- Personal integrity and self-management.

- Planning, organising, and analytical ability.

- Results oriented.

- Strong analytical skills and the ability to communicate both verbally and in writing with all levels of management.