Job Summary

The incumbent will be responsible for driving the strategic direction of the organization's risk management practices for Merchant Risk (Acquiring). The role will work closely with the executive leadership team, risk management teams, and key stakeholders to establish a comprehensive risk management framework that balances financial stability, compliance, and innovation.

Main Responsibilities

A. Shareholder & Financial: - Serve as a trusted advisor to the executive leadership team, providing strategic guidance on risk management issues and initiatives. - Lead the development and implementation of a comprehensive risk management strategy that aligns with the organization's overall business goals and objectives. - Foster a culture of risk management and awareness, promoting the integration of risk management practices into all aspects of the organization's operations. - Monitor and report on the performance of risk management practices and systems, making recommendations for improvements and driving the implementation of best practices. - 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. - Implements KPI’s and best practices for Merchant Risk (Acquiring).

B. Customer (Internal & External): - Establish and maintain strong relationships with key internal and external stakeholders, including merchants, issuers, regulators, and industry partners. - Ensure that customer needs and expectations are considered in the development and implementation of risk management strategies. - Lead the development and implementation of effective communication and engagement strategies to educate customers, stakeholders, and industry partners on risk management practices and procedures. - Provide expert guidance and support to customers and stakeholders on risk management issues and initiatives. - Liaise with domestic Group divisions, departments, zone and branch management, and International branches and subsidiaries in identifying potential fraud risk exposure within existing systems, procedures and people, with end objective to minimize, prevent and remediate any losses incurred to the customer. (Fraud Risk SelfAssessment process linked to OpRisk RCSA’s). - Support relevant Group divisions / departments in maintaining and enhancing procedural knowledge and card network compliance of fraud-reporting and chargeback processing requirements. - 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): - Oversee successful implementation and maintenance of end-to-end Fraud Risk Self-Assessment process, including roll-out scheduling, response review and control gap identification, working in close unison with Head of Risk Control Self-Assessment (RCSA). - Ensure timely, effective and complete resolution of internal audit points, through effective co-ordination between relevant Fraud Risk functions and other internal entities – i.e. Group ITD, Group Operations etc.... - Coordinate with Retail processing departments to establish sound knowledge and best practice of card-network chargeback rules in order to best protect cardholders and the Bank pertaining to liability rights and re-presentment opportunity.- Coordinate with Compliance function on the overall fraud risk awareness training for Group-wide divisions & departments, and maintain training content as appropriate for specific audience level (management, general staff etc…). - 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. - Lead the development and implementation of processes and systems to identify and assess risk in card and merchant services. - Ensure that risk management practices and systems are integrated into product development processes and are consistent with regulatory requirements. - Oversee the development and implementation of risk management training and awareness programs, promoting a culture of risk management and awareness. - Conduct regular assessments of risk management practices and system.

D. Learning & Knowledge: - Possess a good knowledge of the risk involved in all card products (credit/debit/prepaid/contactless) and merchant payment channels (POS, eCommerce, MO/TO …) and good knowledge of related operations, controls and regulatory framework. - Identify areas for professional development of self. - 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. - 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. - Work closely with external customers and internal teams providing oversight, guidance in relation to Merchant Acquiring Risk.

Education and Experience Requirements

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

- At least 12 years of relevant experience, preferably within a highly rated international bank or regulatory agency, of which at least 5 years should be in a managerial/ supervisory role.