Head of Customer Service (Qatari National Only)
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. Role Summary:
As Head Of Customer Service you will lead a team of customer service representatives ensuring QNB's excellent standards of service are delivered at all times. Ensuring customer queries are answered and the relevant solutions are provided. You will also ensure you and your team actively promote and market QNB's other products and services increasing individual customers business with QNB. Role Description:
Your main responsibility is to manage your team, ensuring the day to day business requirements are met and appropriate staffing levels are available to meet customer needs. You will continuously train and develop your team to ensure their knowledge and skills are kept up to date in an ever changing environment. Leading by example, you will promote and encourage your team to promote QNB's extensive range of Banking products and services, ensuring customers are fully aware of the potential products and services available to them. Maintaining QNB's high level of compliance you will hold authorisation mandates to ensure the appropriate level of service can be provided to the customer. As part of the regulatory requirement you will ensure all transactions are recorded correctly and in accordance with QNB's high compliance standards, maintaining records for audit and regulatory purposes. Qualifications:
You should be a customer focused and motivated individual. With a passion for customer service you will lead by example, encouraging your team to deliver the same high level of service. Excellent communication skills in both English and Arabic are essential to the role. Educated to a minimum of degree level you should have at least 3 years' experience in the banking industry with a minimum of 2 years' in a similar role.
Note: you will be required to attach the following:
1. Resume / CV
2. Passport-size photograph