Job Purpose Summary:

• The incumbent is responsible for the adequacy and effectiveness of the group operations risk assessment and quality controls. Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality, SLAs and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change.

• The incumbent will be responsible for the implementation of continuous enhancement initiatives to quantitatively & qualitatively improve costs, quality and service across all units in the Group Operations. Furthermore, the incumbent will be responsible for the roll-out of the Lean/ Six Sigma/ Change Management standards and methodology for Group Operations in conjunction with the Group TQM Team.

Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:

• Create/ approve Key Performance Indicators (KPIs), for performance monitoring and quality measurement purposes, for the projects’ teams and monitor their achievements on periodic basis.

• Implements KPI’s and best practices for Manager Operations Coaching and Mentoring role.

• Work on developing group annual budgeting process, also, manage projects’ operations to ensure timely completion within the assigned costs and specifications, monitor and control expenses within the estimated budget to meet overall objectives.

• Increase the performance management and quality improvement capacity of the department and assist operational units to drive quality and efficiency improvement, undertaking analysis and working with the business to undertake improvement plans.

• Develop new and improve existing operations business processes to create controls to ensure quality levels and risk mitigation.

• Act within the limits of the powers delegated to the incumbent.

• Promote cost consciousness and efficiency and enhance productivity, to minimize cost, avoid waste, and optimise benefits for the bank.

B. Customer (Internal & External):

• Ensure coordination among the concerned user departments in the formulation of risk assessment and quality control.

• Drive VOC Voice of Customer actionable across the team and maintain/improve the scores and drive inputs from VOC for improvements.

• Drive SLA adherence / Customer CTQ Critical to Quality – ensuring all parameters are met and corrective and preventive actions are taken

• Continuously monitor progress and prepare reports to the EVP, Central Operations and EVP Ops Control and SEVP Group Operations on a timely manner.

• Study all existing products and suggest best practice to minimize Risk; increase automation and improve productivity and income as per Market behavior

• Lead teams for any system testing; UAT and go life and Products enhancement.

• Liaise with internal and external providers, Group IT and external vendors/ consultants, in respect of work required to be able to implement new and improved processes.

• Liaise with the management/ their assigned representatives of the concerned departments/ units during the process enhancement reviews in order to obtain their approvals on the suggested changes.

C. Internal (Processes, Products, Regulatory):

• Prepare strategies, policies, standards and guidelines of project management and control to deliver the projects assigned objectives within the limited resources, time and budget.

• Ensure that all operations business process have the appropriate level of operational controls to manage risk and exposure.

• Drive SLA adherence / Customer CTQ Critical to Quality – ensuring all parameters are met and corrective and preventive actions are taken.

• Working with the business to enhance customer satisfaction and improve product quality in order to ensure that customer requirements are met or exceeded.

• Ensure conduct of change impact analysis, readiness assessment surveys, focus groups, and individual employee interviews to assess the potential implications of change, analyzing the data collected, and recommending appropriate courses of actions.

• Ensure the conduct of departments’ visits to understand the practical and theoretical difficulties faced by the staff in implementing or understanding processes and procedures.

• Ensure appropriate and efficient use of the available resources.

• Continuously monitor and report on quality related issues to SVP – Quality Assurance.

• Monitor operational units' adherence to QNB quality standards by conducting mystery surveys/risk Assessments and other surprise/planned checks and discussing the results of such surveys/ checks with the relevant staff and their line managers.

• Support International Branches and Subsidiaries

• Review the findings of the process development and process re-engineering/enhancement studies and discuss the same with the management of the concerned department/ unit.

• Actively participate in the development of the business model through Corporate Governance as required by senior management.

• Identify, log, analyze and manage potential and actual issues and risks, take corrective action by tackling day-today issues elevate service interruptions, critical issues and potential risks to EVP, Central Operations and EVP Ops Control and SEVP Group Operations.

• Take decisive action to ensure speedy resolution of staff accomplishment within the team.

• Perform managerial/supervisory responsibilities at the unit level as established by the Group. These tasks include participating in the management of all HR issues related to the team such as team performance, absence management, training needs identification and other requests.

Education/Experience Requirements:

• Bachelors University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology.

• Minimum 6 years of experience out of which 3 years of experience in risk assessment and quality assurance and/or 5 years of experience in Operations Banking Majors