QNB3468 - Senior Manager - Customer Service (Qatarization)

About QNBEstablished in 1964 as the country’s first Qatari‑owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region. QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines. QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications. Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine. QNB Group has an active community support program and sponsors various social, educational and sporting events.Job SummaryThe incumbent is responsible for development and integration of all QNB Financial Services (QNBFS) Customer Service delivery channels including Call Centre and Customer Service Help Desk. This includes overseeing the creation, management and development of the Company’s Website, Online trading portal, Mobile applications, Notification messages and all customer‑facing applications. The Assistant Manager will be responsible to ensure all branding plans / materials, and advertisements are up to QNBFS / QNB branding guidelines. In addition, the role will encompass oversight in leading, training and development of a team of customer service executives and call centre dealers in providing efficient and quality service to customers while adhering to defined policies and procedures by QNB, QNBFS, the exchanges and regulators.Main ResponsibilitiesShareholder & FinancialCreating of Key Performance Indicators (KPIs) for the customer service / Call Centre performance monitoring and quality measurement purposes.Ensure that Customer Service and Call Centre staffs achieve performance objectives with the aim of contributing to volume, revenue, and profit.Provide input in related budgets to facilitate the delivery and execution of the company budget and strategy.Actively evaluate and ensure applying security and compliance requirements in the company’s service delivery channel in consultation with information security and IT to minimize or eliminate opportunity for fraud and defalcation.Implements KPI’s and best practices for Assistant Manager Customer Service.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.Customer (Internal & External)Enhance the Group’s image through pro‑active customer‑driven servicing of their needs.Maintain regular contact with QNBFS Business Heads, Managers and leaders to ensure full integration and fit of Branding & Advertising goals and objectives with Business goals and objectives.Provide cross‑sell leads to sales teams and ensure timely follow‑up to ensure conversion.Monitor service quality indicators, and take corrective measures to ensure highest level of customer satisfaction and ensures all problems/complaints/queries handled quickly, efficiently and tactfully.Responsible for adhering to Group Communication guidelines in the look and feel of each delivery channel and customer segment.Timely resolution of escalated customer complaints.To assist customers in all their queries on QNBFS’ 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.Increase customer satisfaction by developing, motivating and mentoring the Customer Service and Call Centre staff to achieve desired levels of quality, customer service and productivity.Actively evaluate / ensure security and compliance requirements are built into every self‑service delivery channel in consultation with information security and IT to minimize or eliminate opportunity for fraud and defalcation.Use ongoing market research to develop service delivery channels that attract new customers to company and retain existing customers.Continuously revisit services delivery channels in order to identify emerging customer service opportunities and provide workable solutions.Promote the utilization of delivery channels to the company customers through marketing activities.Responsible for establishing and mo