QNB-Manager Customer Services; Qatarization

Job Purpose Summary

The incumbent is mainly responsible for leading a team of customer service representatives in providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group’s products and services and encouraging customers to increase their business with the Group.

• Proactively market the Group’s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
• Suggest Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.
• Implements KPI’s and best practices for Manager, Customer Services
• 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 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.

• Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
• Monitors service quality indicators and takes corrective measures to ensure highest level of customer satisfaction and ensures all problems/complaints/queries are handled quickly, efficiently and tactfully.
• Resolves escalated customer complaints and ensures timely resolution of the same
• Aims to increase bank’s market share by ensuring high level of service and meeting the turnaround time for various processes as laid down.
• Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
• Drives sales of new products ensures proper documentation of applications and tracks sales targets to achieve growth.
• Provides cross-sell leads to sales teams and ensure timely follow-up to ensure conversion.
• 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.

• Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.
• Maintain customer services area files, database, records, registers and logs under control.
• Provide authorizations and downloads as necessary to ensure smooth running of the daily work.
• Coordinate with Tellers on an “as is needed” basis to ensure smooth operations, and timely and friendly service delivery.
• Lead and direct the daily activities for Customer Service unit including, but not limited to;
• checking customers’ applications for different types of products and services,
• checking loan applications and loan agreements before submitting the same for approvals,
• authorizing customers’ signatures,
• authorizing the daily work of the customer services staff,
• following up dormant accounts especially debit accounts,
• preparing management reports such as monthly opened/closed accounts.
• Ensures implementation of all audit recommendations and minimizes occurrence of any deviations during audit checks

• 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.

• Identify related areas for professional development of self and others.
• Take…