Job Summary

The incumbent is responsible for all aspects of the Bank's relationship with the High Net Worth (HNW) customers in their country. Customers may include members of the Qatar or other GCC countries’ ruling family, government officials and senior business leaders in other Countries. The incumbent will ensure that customers are offered a first class dedicated service and have access to a range of products and services offered by their country and Asset & Wealth Management. The incumbent will develop relationships with intermediaries and assist in producing new products and services.

Main Responsibilities

A. Shareholder & Financial:

- Develop and implement strategies and plans to achieve all volume, revenue, and profit targets.

- Ensure on-going increase in market share, and sustainable growth rate on the Private Banking portfolio

- Create Key Performance Indicators (KPIs) for performance monitoring and quality measurement purposes for the Private Banking Department and monitor their achievement on periodic basis.

- Lead and guide the Private Banking Department’s annual budgeting process.

- Implements KPI’s and best practices for role

- 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 and delegate authority to the respective staff and monitor exercise of the same.

- Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance.

B. Customer (Internal & External):

- Responsible for ensuring the department is aware of the needs of the customers and lead the customer focus initiative in the entire department

- Seek to continually exceed customer expectations through development and introduction of specific products catering to the requirements of the Private Banking customer base

- Negotiate and finalize Service Level Agreements (SLAs) with internal departments/ units which reflect the need for priority servicing of Private Banking customer requests which will also help increase external customer satisfaction

- Build and maintain strong and effective relationship with the all other related departments and units to ensure priority processing and resolution of the needs/ queries of such customers and thereby facilitate achievement of the Group’s goals/ objectives

- Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required on the Private Banking customer base

- 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):

- Act as a principle point of contact for QNB Private Banking customers. Sell, deliver and provide on-going services of a broad range of fee generating banking products and services suitable for QNB customers

- Deliver a level of personalized service that customers should consider exceptional for a private bank

- Demonstrate an ability to build and maintain a private customer base by analysing customer needs and actively implementing and monitoring solutions to meet those needs

- Be continually aware of the full range of private banking services offered by the bank and act as an effective and trusted advisor in the delivery of private banking services and products to customers

- Continually assess the viability of the set of products to ensure that QNB continues to attract and retain valuable customers and thereby increase market share and profitability

- Be capable of financial engineering, asset management, banking and advisory services.

- Act as a recipient able to resolve daily business queries (settlement, trading, transfers and corporate actions, etc.)

- Work within an existing audit, compliance, and regulatory framework to ensure a high quality, compliant portfolio of customer relationships. Responsible for ensuring an up-to-date compliance and customer profile for each customer as well as maintaining a high level of confidentiality

- Safeguard the reputation of the bank by employing related best practices and acting professional manner at all times

- Assess risk tolerance and the investment suitability of each customer

- Be fully aware of market trends, customer preferences and new products offered by competitors

- Supervise the development and implementation of marketing strategies for the products and services offered by the department

- Ensure budgeted financial objectives are met, if not exceeded

- Develop and manage a range of customer retention campaigns and initiatives

- Build and maintain strong customer relationships

- Entertain key customers within an agreed travel and entertainment budget limit

- Maintain close contact with financial intermediaries and other business introducers

- Support the Country GM in developing and implementing a private banking strategy, locally.

- Ensure that agreed procedures for opening and maintaining accounts are adhered to and meet Country regulatory requirements.

- Continuous Improvement:

- 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 recognise 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:

- Possess a superior knowledge of the Private Banking business, its products and related risks together with a good knowledge of operations and related controls

- Identify areas for professional development of self and all direct reports, and act to enhance professional development of self and others

- 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.

- Identify development opportunities and activities for staff and facilitate/coach them to improve their effectives and prepare them to assume greater responsibilities.

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

- Bachelor/Masters (preferred) with at least 12 years of relevant Banking experience, preferably with at least 5 years in a senior level role with a specialization in managing accounts/ relationships with HNW customers.

- Well-informed of the market competitive structure, industry practices and any regulations for the Private Banking segment with at least 5 years’ experience in local environment.

- Good oral and written communication skills in English (Arabic & French Preferred)

- Self-driven with well-developed leadership, motivational and team-building skills

- Quick Thinking, Energetic and imaginative in responding to customer needs

- Ability to identify need for change, adaptable and flexible in anticipating and realizing market opportunities

- Understanding of linkages driving profit

- Good interpersonal and networking skills and social graces

- Responsible and motivated