Officer Service Quality - QNB First Officer Service Quality - QNB First …

Qatar National Bank (QNB)
in Doha, Dawhah, Qatar
Permanent, Full time
Last application, 18 Jan 22
Competitive
Qatar National Bank (QNB)
in Doha, Dawhah, Qatar
Permanent, Full time
Last application, 18 Jan 22
Competitive
Qatar National Bank (QNB)
Officer Service Quality - QNB First
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.

Role Summary:
The incumbent will assist the Assistant Manager Service Quality QNB First / Head Service Quality (SQ) in developing and implementing the service quality plan/ initiatives for QNB First 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.

Role Description:

- Assist the Assistant Manager Service Quality QNB First / Head Service Quality (SQ) in the development and implementation of the Group's Service Quality strategy/ plan.
- Assist the Assistant Manager Service Quality QNB First / Head 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 Assistant Manager Service Quality QNB First / Head 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.

- Assist in Liaise on continual basis with the other related units/ departments within the Group to obtain information regarding customer feedback/ complaints on timely basis.
- Assist in Maintaining an Internal and external surveys covering all departments / the customers to know how internal customers are satisfied with the services provided by QNB - Analyze all customer complaints and find the corrective action to resolve it.

- Assist the Assistant Manager Service Quality QNB First / Head Service Quality (SQ) in the development and implementation of service quality standards in line with applicable best practices and regional considerations.
- Assist in Identifying & analyzing route cause of all repeated issues and work on reviewing existing and new process

- Assist in reviewing the resolution of complains (TAT) and find ways to resolve the high TAT transactions.
- Assist the Assistant Manager Service Quality QNB First / Head Service Quality (SQ) in his/ her mission to evaluate and improve service quality levels on continual basis by:
 Conducting mystery shopping surveys for QNB First and other checks on unannounced basis to monitor branch/ unit performance against the established service quality standards and reporting the results to the Assistant Manager Service Quality QNB First / Head Service Quality (SQ). Assist in finding solution for route cause and analyze all issues raised through reports and work on upgrade Service Delivery Standard.
 Channeling customer feedback to the business and distribution units through the Assistant Manager Service Quality QNB First / Head Service Quality (SQ) on timely basis and thereby assist in the continuing improvement of relevant products, procedures and services.
- Assist the Assistant Manager Service Quality QNB First / Head Service Quality (SQ) in ensuring that the latest trends/ tools/ methodologies in service quality are continually analyzed and reflected in the Group's service quality efforts, to the extent 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 coaching and mentoring team of group Retail bank.

- Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, Group Compliance Policies and Procedures (AML & CTF, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy).
- Understand and effectively perform your role under the Three Lines of Defence principle to identify measure, monitor, manage and report risks.
- Ensure systematic good outcomes for clients in accordance with Conduct Risk policy.
- Support the framework of RCSA, KRI, Incident reporting and remediation, as appropriate, in accordance with the Operational Risk Management requirements.
- Maintain appropriate knowledge to ensure full qualification to undertake the role.
- Complete all mandatory training provided by the Bank, attain, and maintain the required levels of competence.
- Attend mandatory (internal and external) seminars as instructed by the Bank.

- Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.
- Maintaining utmost confidentiality concerning customer and internal bank information obtained during the course of business and provide such information on a need to know basis only to Senior Management of QNB, Audit and Compliance functions, and relevant Regulators.
- Maintain high professional standards to uphold QNB's reputation and to strengthen its market leadership position.
- All other ad hoc duties/activities related to QNB that management might request from time to time.

Qualifications:
- University graduate with at least 3 years experience in handling service quality issues/ matters preferably in the financial services sector.
- Fair Knowledge of the latest trends in service quality standards, tools and techniques

Note: you will be required to attach the following:
1. Resume / CV

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