Job Purpose Summary:

The incumbent will be responsible for the overall management and supervision of the remittance investigations function for the Group’s retail and corporate clientele to ensure timely and accurate processing of their outward and inward remittance enquiries. The incumbent will also assume responsibility for development of related processes to support the department’s functioning and liaising with the respective internal departments. The incumbent will leverage the available resources of the Department to streamline its plans, processes and strategies to be in consonance with the overall Group strategy.

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:

-Assist the V.P – Transaction Services in the creation of Key Performance Indicators (KPIs), for performance monitoring and quality measurement purposes, pertaining to the Investigations Sub-section and monitor their achievements on a periodic basis.

-Implements KPI’s and best practices for AVP Investigations role.

-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.

-Assist with the Section’s annual budgeting process

B. Customer (Internal & External):

-Ensure the provision of adequate and efficient service to internal customers (viz. QNB domestic branches/ internal departments) and thereby help them serve external customers in a more efficient manner, resulting in increased external customer satisfaction levels.

-Develop Service Level Agreements (SLAs) with internal departments/ units if required to achieve improvements in turnaround time (TAT) with respect to addressing queries and complaints related to remittance

-Build and maintain strong and effective relationships with all the other related departments to achieve the Group’s goals/ objectives.

-Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

C. Internal (Processes, Products, Regulatory):

-Ensure the existence of adequate and robust processes and controls (automated/ manual) to prevent/detect negligence or fraud.

-Ensure adequate internal controls, policies/ procedures exist pertaining to handling of outward/ inward remittance investigations and ensure complete compliance with applicable QCB and International regulations.

-Ensure through a combination of system controls, supervisory review and established/ approved procedures that necessary Escalations are done by the subordinates.

-Approval of transactions as per the authority delegated.

-Ensure proper segregation of duties exists amongst staff within in the investigations department.

-Coordinate completion of all reports, returns and requests for information by QCB/ other regulators with respect to investigation within specified time lines.

-Compile relevant MIS on periodic basis for Senior or Executive management as and when required

-Constantly endeavor to improve processes in order to keep the operating costs as low as possible/ improve efficiency of operations and ensure that any such changes are communicated to the relevant department/ personnel responsible to timely update the related procedures.

-Support International Branches and subsidiaries

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 recognize the importance of thinking out-of-the-box within the team.

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

Education/Experience Requirements:

-Bachelor's degree University Graduate/preferred with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study) .

- At least 10 years of relevant experience, preferably within a highly rated international bank / banking operations experience, with at least 5 years at a managerial/ supervisory position responsible for the below functions.