الصفحة الرئيسية قطر Senior Associate Service Quality Retail (Qatarization)
الصفحة الرئيسية قطر Senior Associate Service Quality Retail (Qatarization)
Senior Associate Service Quality Retail (Qatarization)
تفاصيل الوظيفة
Job Purpose Summary The incumbent will assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in developing and implementing the service quality plan/ initiatives for Retail Banking in order to continuously improve the quality of service imparted to retail customers and thereby provide a competitive edge to the Group over its competitors. Essential Duties & Responsibilities by Dimensions A. Shareholder & Financial:
- Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in the development and implementation of the Group's Service Quality strategy/ plan.
- Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in his efforts to keep customer attrition to a minimum and improve usage of the Group's products and services by ensuring high standards of service quality, thereby resulting in growth in business.
- Provide inputs to the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in the creation of Key Performance Indicators (KPIs) for monitoring service quality efforts/ initiatives and monitor their achievements on a periodic basis.
- Implement KPI's and best practices for Senior Associate, Service Quality Retail.
- Promote cost consciousness and efficiency and enhance productivity, to minimize cost, avoid waste, and optimize benefits for the bank.
- Act within the limits of the powers delegated to the incumbent.
- Liaise continually with other related units/ departments within the Group to obtain information regarding customer feedback/ complaints on a timely basis.
- Maintain internal and external surveys covering all departments / customers to assess satisfaction with services provided by QNB.
- Analyze all customer complaints and find corrective actions to resolve them.
- Assist customers with queries on the Bank's products and seek solutions 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.
- Assist the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) in developing and implementing service quality standards in line with applicable best practices and regional considerations.
- Identify & analyze root causes of all repeated issues and review existing and new processes.
- Ensure positive impact on service quality performance as measured against the Service Quality Indicators (CVM system etc.).
- Review the resolution of complaints (TAT) and find ways to resolve high TAT transactions.
- Conduct mystery shopping surveys and other checks on an unannounced basis to monitor branch/unit performance against established service quality standards and report results to the Senior Manager Service Quality Retail / Vice President Service Quality (SQ).
- Channel customer feedback to the business and distribution units through the Senior Manager Service Quality Retail / Vice President Service Quality (SQ) on a timely basis to assist in the ongoing improvement of relevant products, procedures, and services.
- Ensure that the latest trends/ tools/ methodologies in service quality are continually analyzed and reflected in the Group's service quality efforts, as applicable.
- Possess good knowledge of service quality related issues, standards, and the latest trends with respect to measurement/ assessment of service quality.
- Assist in staff training (especially front-line personnel) on service quality related standards, matters, and initiatives, including the latest tools/ trends in conducting service quality checks, in coordination with the coaching and mentoring team of group Retail bank.
- Proactively identify areas for professional development and undertake development activities.
- Seek out opportunities to remain current with all developments in the professional field.
- Bachelor's degree, preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology (related field of study).
- At least 2 years of relevant experience, preferably within a highly rated international bank.
- Excellent oral and written communication skills (including report writing) in English and Arabic.
- Good interpersonal and presentation skills.
- Understanding of relevant laws, regulations, and practices.
- Ability to make decisions and follow through with initiatives.
- Personal integrity and self-management.
- Planning, organizing, and analytical ability.
- Results-oriented.
- Strong analytical skills and the ability to communicate both verbally and in writing with all levels of management.
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الشركة المعلنة عن الوظيفة
Qatar National Bank
-
Professional Diploma in Financial Management Alpha Academy110 درهم
1,836 درهممدة الدورة التدريبية: Upto 21 Hours -
99 درهم
496 درهممدة الدورة التدريبية: Upto 7 hours
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