Job Purpose Summary

The incumbent is responsible for identifying knowledge gaps among frontline Sales & Service staff across branches through various sources and assessments. The role works closely with stakeholders such as Group Business/Channel Heads and HRD to bridge those gaps through focused learning and development programs.

The role also conducts regular branch visits across the Retail Network to assess compliance with established policies and procedures, improve operational efficiency, and enhance customer satisfaction.

Essential Duties & Responsibilities by Dimensions

A. Shareholder & Financial

• Support the Assistant Manager, Branch Coaching and Mentoring in identifying and closing knowledge gaps through soft skills, product knowledge, and technical training initiatives.

• Contribute to the development of e-learning and staff development programs with HRD.

• Promote cost consciousness, efficiency, and productivity.

• Implement relevant KPIs and best practices.

• Operate within delegated authorities.

B. Customer (Internal & External)

• Improve Sales & Service quality as measured by Mystery Shopping results, Customer Satisfaction & Loyalty Reports, e-learning outcomes, and KPIs.

• Monitor service quality performance indicators.

• Conduct regular branch visits to assess compliance with policies and procedures.

• Build and maintain strong relationships with related departments.

• Provide timely and accurate information to Auditors, Compliance, Financial Control, and Risk functions.

• Support staff development and future career progression.

• Assist customers with product inquiries and service requests.

• Maintain agreed Service Level Agreements (SLAs).

C. Internal Processes, Products & Regulatory

• Identify activities that can be removed or centralized to increase selling and service time.

• Monitor compliance with audit requirements and follow up on branch audit observations.

• Assist in developing and implementing:

  • Performance Improvement Plans (PIP)

  • Activity Management Plans

  • Sales and Cross-Selling initiatives

• Support Qatarization-focused training and development plans.

• Conduct focus groups for top and low performers to identify improvement opportunities.

• Ensure frontline staff understand customer profiles, targets, budgets, and KPIs.

• Apply industry best practices in coaching and mentoring.

D. Learning & Knowledge

• Apply training and organizational development tools and methodologies.

• Pursue continuous professional development.

• Stay updated on developments in the profession.

• Maintain confidentiality of commercially sensitive information.

Education and Experience Requirements

1. Bachelor's Degree in:

   • Marketing

   • Banking

   • Finance

   • Accounting

   • Economics

   • Business Administration

   • Information Technology

   • Or a related discipline

2. Minimum 2 years of relevant experience, preferably within a highly rated international bank.