Job Purpose Summary

The incumbent is primarily responsible for managing the relationships with a minimum of 250 QNB First account holders including the timely provision of excellent banking services and products to the referenced segment with the objective to maximize volumes, revenues and profits. The incumbent is also charged with providing efficient, friendly and quality service to QNB First customers with the acceptance of working in shifts that are either morning plus evening or together within the approved timing as per the banks policies.

Essential Duties & Responsibilities by Dimensions

A. Shareholder & Financial:

• Increase sales volume and profitability and ensure that each QNB First customer is having at least 1 asset products and 1 liability products per customer, and to achieve or exceed yearly set targets and goals, primarily customer acquisitions & general deposits and investments (AUM).

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

• Implements KPI’s and best practices for Manager, Customer Relationship Management QNB First

• 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):

• Ensures high customer standards of customer service and proactive contact with customers visiting the branch answering their queries and providing information about the various products and services offered by QNB.

• Arranging to visit QNB First customers at their location to complete their requested service.

• Must follow up on every issue and ensure complete satisfaction and maximum utilization of the product or services sold to customers.

• Get involved with database management, loyalty program or direct marketing process to communicate it with their existing or new customers about any new product launch or promotional campaign

• Conducting a minimum of 10 calls per day for QNB First non-visiting customers to obtain their satisfaction on QNB and their plans to visit or future products/services.

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

• Must ensure not only to solve customer requests but proactively offer ideas and insights to improve the customer's issues and challenges.

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

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

• Liaise with Treasury team to achieve investment/ Treasury targets for customer acquisition and service delivery.

• 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):

• Acceptance of working in shifts that are either morning plus evening or together within the approved timing as per the banks policies

• Ensure that enough customer enquiries are being translated into bookings to meet the targeted numbers in the plan

• Work with the QNB First Team leader and other managers to identify gaps in the QNB First service

• Work with the QNB First Team Leader to solve problems that might arise from complaints and difficulties in customer communication

• Fully manage the implementation of customer products, services and applications based on the efficiencies and turnaround times as per QNB’s published service quality.

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

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

• Maintain QNB First customer’s personal information data and enquiry list under-control using tracking system(s).

• 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 a liaison to all other customer needs related to QNB First.

• Provides authorization requests and downloads as necessary to ensure smooth running of the daily work and to be updated on a regular basis.

• Prepare weekly reports on weekly Fixed Deposits losses or gained within their branch - Refer to QNB First Team Leader for any unresolved queries on transactions handled

D. Learning & Knowledge:

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

• Develop investment skills to an Advisory status.

• Identify related areas for professional development of self and act to enhance professional development.

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

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

Education and Experience Requirements

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

• At least 6 years of relevant experience, preferably within a highly rated international bank.

• Awareness of branch customer relationship practices and regulations.

• Full knowledge and experience in handling customers’ portfolio

• Full banking knowledge for liabilities and assets products and their implementations