Job Summary

The incumbent will be responsible for overseeing the development and implementation of QNB Retail Banking product and service plans for the country. The incumbent will also be responsible for overseeing the implementation of the agreed strategic agenda and determining the resources, channels, products, and market segments and the tactical direction required to maximize targets.

Main Responsibilities

A.Business Acumen:

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

-Develop and execute retail strategies resilient to local economic volatility, and regulatory shifts.

-Lead the digital channel strategy and adoption roadmap, recognizing the critical role of mobile/digital in expanding reach and reducing reliance on physical infrastructure in the current market.

-Take leading role in understanding of external & internal environment (economic, political, social, competitive and regulatory factors) and ensure that the same is captured in business planning process.

-Continuously encourage managers to be sensitive to the market dynamics and engage them in a fruitful dialogue to be able to respond to the market changes speedily.

-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 and delegate authority to the respective heads and monitor exercise of the same

-Implements KPI’s and best practices for role

-Has full accountability for the retail income statement and balance sheet, including revenue growth, cost management, credit quality (NPL ratios), and net profit targets as defined in the QNB Syria annual budget

-Develops and implements retail strategies and initiatives that drive sales, improve customer service, and grow the business aligned with Bank’s objectives.

-Manages credit quality, portfolio performance, and risk appetite

-Manages Credit Card acquiring and issuing business with related departments and vendors.

-Ensures full compliance with regulatory, KYC, AML and consumer protection requirements.

-Lead digital transformation and omnichannel initiatives.

B.Customer (Internal & External):

-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.

-Create necessary frameworks and systems to enable teams and individuals to deliver on the commitments made.

-Create conducive environment and frameworks to act swiftly through effective delegation and empowerment

-Endeavour for superior performance & take personal accountability to meet deadlines in rapidly changing, ambiguous environment & unfavourable conditions.

-Analyze consumer behavior and adjust product positioning

-Drive customer acquisition, retention and cross selling activities.

C.Internal (Processes, Products, Regulatory):

-Assist the senior management in the development and implementation of QNB Country’s Retail Banking strategy.

-Ensure that the Retail Banking business plans are within budgets and timescales.

-Ensure ongoing increase in market share and sustainable growth rate on the QNB Country’s branches portfolio.

-Oversee and lead the annual budgeting process for all QNB Country’s Retail Banking.

-Oversee the performance of all QNB Country’s Domestic retail Banking product and services against the set objectives to ensure achievement of profit targets for QNB Country’s retail portfolio.

-Coordinate with the senior management to develop the department’s strategy and plans to set the volume, revenue, and profit targets for all QNB Country retail branches with the network.

-Provide informative reports on the performing and nonperforming products within the network as required.

-Keep the senior management informed of Retail Banking financial returns and ensure implementation of suggested changes (if any).

-Ensure that all QNB Country Retail branches focus on client-driven service and improving efficiency.

-Drive the profitability of QNB Country’s Retail Banking product and services through completing sales, service management, implementation of business strategies, and business development.

-Ensure that Retail Banking product and services comply with QNB Country’s policies and procedures and recommend the necessary modifications/changes to guarantee compliance.

-Work with HO departments and Branch managers to position QNB Country Retail branches as an effective retail sale and service outlet by providing superior customer focused services, increasing the customer base, and meeting the Retail Banking asset and liability targets.

-Work with the managers to enhance the positioning of certain branches within the network through reviewing performance indicators in the branches.

-Cater to the financial needs of individual customers through QNB Country’s network of Retail branches and customer service centres, while ensuring that product offerings are continually aligned with the needs and expectations of the respective customer segments.

-Maintain key relationships with external business partners e.g. VISA, Master Card, and insurance companies to be invested upon any problem or escalation.

-Ensure that the senior management is informed of significant product, service and branches-related issues that may jeopardize the achievement of QNB Country’s goals.

-Oversee the sales volume targets of all QNB Country branches, measurement of customer attrition, and ensure implementation of customer retention strategies to enhance customer loyalty.

-Coordinate with the Branch Managers regarding all levels of manpower requirements in the branches to address issues be it a surplus or shortage of manpower.

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

-Take decision with limited information and ambiguous situations.

-Take unpopular and tough decisions in the interest of the organization.

-Provide assistance or coaching as needed and express confidence in the individual.

-Clearly articulate resource requirements and obtain management approvals for the same to ensure successful change while balancing the resources in most optimum manner.

-Understand the changing dynamics of situations accurately and respond in a manner that helps the organization in adapting to the new situation effectively.

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-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.

-Identify related areas for professional development of self and others and ensure that staff is provided with adequate training.

D.Learning & Knowledge:

-Takes responsibility for self-development as well as acquiring skills and knowledge required to fulfilment of one's duties by proactively identifying 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 as well as the function’s 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.

-Ability to communicate across multiple levels in the organization through written correspondence.

-Proactively share logic to develop appreciation of an idea.

-Keep people informed and up to date; show a preference for transparency in everyday business dealings.

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 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

-University graduate (Bachelors / Master’s degree) preferably with a Major in Finance, Banking, Economics, Mathematics, or Business Administration (related field of study), Masters preferred.

-Minimum 15 years’ experience in financial services with a specialization in Retail Banking, with at least 5 years in a managerial capacity, with a proven track record in a challenging or emerging market

-Well-informed of the retail Banking product and services, market structure, industry practices, local compliances and regulations.

-Experience in digital transformation projects is highly desirable.