Company: Talent Pal
Location: Doha, Qatar
Employment Type: Full-time
Description:
Business Unit : QNBQatar
Division : Retail Banking
Department : Retail Banking
Country : Qatar
Closing Date : 24Jan2025
About QNB
Established in 1964 as the countrys first Qatariownedcommercial bank QNB Group has steadily grown to become the largestbank in the Middle East and Africa (MEA)region.
QNB Groups presence through itssubsidiaries and associate companies extends to more than 31countries across three continents providing a comprehensive rangeof advanced products and services.
The total number of employees ismore than 28000 serving up to 20 million customers operatingthrough 1000 locations with an ATM network of 4300machines.
QNB has maintained its position as oneof the highest rated regional banks from leading credit ratingagencies including Standard & Poors (A) Moodys (Aa3) andFitch (A).
The Bank has also been the recipient of many awards fromleading international specialised financialpublications.
Based on the Groups consistentstrong financial performance and its… expanding internationalpresence QNB currently ranks as the most valuable bank brand in theMiddle East and Africa according to Brand FinanceMagazine.
QNB Group has an active communitysupport program and sponsors various social educational andsporting events.
Job PurposeSummary : :
The incumbent has ownership and fullaccountability for all Service Quality related matters andinitiatives for Retail customers & QNB First Customers inorder to continuously improve the quality of service imparted toRetail customers & QNB First customers thereby providing acompetitive edge to the Group over itscompetitors.
The incumbent has responsibility toenhance the Cards services which delivered at the Card Center andBranches as well as the cards services which provided by callcenter.
Essential Duties & Responsibilities by Dimensions : :
A. Shareholder &Financial :
• Develop andimplement the Groups Service Quality strategy / plan for theservices of Retail Customers & QNB First customers andCards Services.
• Ensure minimal customerattrition and improved usage of the Groups products and services bynew and existing customers (in Retail customers & QNB Firstcustomers) by ensuring high standards of service quality therebyresulting in growth in business.
• Create KeyPerformance Indicators (KPIs) for monitoring service qualityefforts and initiatives and monitor their achievements on aperiodicbasis.
B. Customer (Internal &External) :
• Responsible forsensitizing the department to the needs of the customer and leadthe customer focus initiative in the entiredepartment.
• Build and maintain strong andeffective relationship with all other related units / departmentswithin the Group to obtain information regarding customer feedback / complaints on timely basis.
Also liaise continually with them toobtain feedback / assurance on the effectiveness of the qualityassurance function in place.
Ensure customercomplaints (Retail customers & QNB First customers andcards issues) are attended to and resolved in a timelymanner.
C. Internal (Processes ProductsRegulatory) :
• Development ofservice quality standards for Retail customers & QNB Firstcustomers in line with applicable best practices and regionalconsiderations.
• Implement and drive the usageof a customer complaint management process / system and customerfeedback mechanisms including CFMS Social Media and MysteryShopping programmes.
• Responsible to find waysto resolve the high TATtransactions.
• Continuously monitor and reporton quality related issues to the Head of Group Retail ServiceQuality & Channels Performance by publishing data andreports regarding branch / unit performance against presetindicators.
• Monitor branch / unit performanceagainst the established service quality standards by conductingMystery Shopping surveys and other surprise checks and discussingthe results of such surveys / checks with the relevant staff andtheir line managers.
• Develop programs tocounsel and support poor performers (Branches / QNB First / Cards / units / particular staff) to improve theirperformance.
• Assist in the continuingimprovement of relevant products procedures and services bychanneling customer feedback to the business and distribution unitson timely basis.
• Coordinate with Head ofCoaching & mentoring in the designof :
• Service quality training programs forfrontline staff in Retail Branches QNB First Branches card centersCall Center and Mortgage Centers.
• Standardcustomer service techniques.
• Ensure thatsupporting market research studies on the latest trends in servicequality viz. mystery shopping and customer satisfaction studies areanalyzed and reflected in the Groups service quality efforts to theextent applicable.
• Take decisive action toensure speedy resolution of staff grievances or conflicts withintheteam.
D.Learning &Knowledge :
• Possess asuperior knowledge of service quality related issues standards andthe latest trends with respect to measurement / assessment ofservice quality.
• Train staff (especiallyfrontline personnel) on service quality related standards mattersand initiatives including the latest tools / trends in conductingservice qualitychecks.
Education / Experience Requirements : :
• Universitydegree (MBA but not required) from leading academic institutionwith focus on businessesadministration.
• Minimum of 10 years experiencein organization and process reengineering business consulting andproject management or equivalent businesses / operations experiencewithin the financial services arena ( however : no specializationin one area but rather multiskill and transversal acrossfunctions)
• Wellinformed of the latest trends inservice quality standards tools and techniques.
• MBA in Operations Management(preferable).
Note : you will be required to attach the following :
1.Resume / CV
2. Qatari ID
3. Passport Copy
4. Educational Certificates Degree
5. BirthCertificate
This job has beensourced from an external job board.
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Source: Talent.com
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