QNB3249 - Senior Associate Service Quality Retail (Qatarization)

Full time at QNB Group in Qatar

Posted on February 18, 2025

Job details

QNB3249 - Senior Associate Service Quality Retail (Qatarization)

About QNB Established 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 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

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 in minimizing customer attrition and improving usage of the Group’s products and services by ensuring high standards of service quality.
Provide inputs for the creation of Key Performance Indicators (KPIs) for monitoring service quality efforts/ initiatives.
Implement KPIs and best practices for Senior Associate, Service Quality Retail.
Promote cost consciousness and efficiency to minimize costs and optimize benefits for the bank.
Act within the limits of the powers delegated to the incumbent.
Customer (Internal & External):
Liaise with related units/departments to obtain information regarding customer feedback/complaints in a timely manner.
Maintain internal and external surveys to assess customer satisfaction and analyze complaints for corrective actions.
Assist customers with queries on Bank’s products and seek solutions to their requests.
Maintain activities in accordance with Service Level Agreements (SLAs) to achieve improvements in turn-around time.
Build and maintain effective relationships with related departments/units.
Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
Internal (Processes, Products, Regulatory):
Assist in the development and implementation of service quality standards in line with best practices.
Identify & analyze root causes of repeated issues and review existing and new processes.
Ensure positive impact on service quality performance as measured against Service Quality Indicators.
Review the resolution of complaints and find ways to resolve high TAT transactions.
Conduct mystery shopping surveys to monitor branch/unit performance against established service quality standards.
Channel customer feedback to business and distribution units in a timely manner.
Ensure that the latest trends/tools/methodologies in service quality are analyzed and reflected in the Group’s efforts.
Learning & Knowledge:
Possess good knowledge of service quality issues and standards.
Assist in staff training on service quality standards and initiatives.
Identify areas for professional development and undertake relevant activities.
Remain current with developments in the professional field.

Education And Experience Requirements

Bachelor's degree in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology.
At least 2 years of relevant experience, preferably within a highly rated international bank.

Note: You will be required to attach the following:

Resume/CV
Passport
QID
Education Certificate
Birth Certificate

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QNB3249 - Senior Associate Service Quality Retail (Qatarization)

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QNB3249 - Senior Associate Service Quality Retail (Qatarization)

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QNB3249 - Senior Associate Service Quality Retail (Qatarization)

Job details

QNB3249 - Senior Associate Service Quality Retail (Qatarization)

Apply safely

Hiring company

QNB Group

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