Assistant Manager Service Quality, QNB First recruitment
Essential Duties Responsibilities by Dimensions:
A. Shareholder Financial:
- Help develop a world class service governance model for QNB First clients
- Provide complete service support to ensure the business meets or exceeds the agreed financial and service deliverables
- Help the Service Manager, QNB First in devising a superior value proposition which leads to enhanced client experience with the Bank
- Monitor Key Service Indicators (KSIs), for QNB First performance monitoring and quality measurement purposes.
- Assist Service Manager, QNB First in devising and conducting periodic Customer Satisfaction Surveys and dipstick surveys along with Quality Assurance unit
- Ensure changes implemented from such survey findings to further improve service delivery
- Support in complaint monitoring and effective and timely complaint resolution for QNB First
- Act as custodian for stationary stocks and ordering
- Support Service Manager in co-ordination of any marketing led client events and campaigns
B. Customer (Internal External):
- Help to clear internal processes and bottlenecks with a view to drastically improve servicing turnaround times (TATs)
- Support in training of QNB First staff to ensure all QNB First customers receive prompt, courteous and high quality service.
- Track call monitoring activities to support Service Manager
- Monitor service quality indicators
- Undertake ongoing and support client centric service initiatives to enhance client experience
- Build and maintain strong and effective relationships with all other related branches, departments units of the Group to achieve goals/objectives.
C. Internal (Processes, Products, Regulatory):
- Help in monitoring complaints and to ensure Complaint resolution within defined timelines
- Conduct Front Office, Back Office meetings to streamline internal issues
- Ensure strict adherence to the Group’s policies procedures by all branches within the incumbent’s jurisdiction.
- Review audit findings and support service Manager to take appropriate and timely corrective actions
D. Learning Knowledge:
- Help to identify gaps in service delivery and ensure ongoing training and certification activities are held, covering all staff in QNB First
- Identify areas for professional development of self and act to enhance professional development.
Education/Experience Requirements:
Bachelor’s degree.
At least 4 years financial experience, 2 years of which should be in a service role with specialization in quality assurance in the premium client segment
Well-informed of the market competitive structure, industry service practices and regulations for the wealth management segment.
Required Special Skills:
- Highly Service oriented with the ability to work within a multicultural environment
- Client centric approach
- Good understanding of the high net worth segment, its needs and expectations.
- Good oral and written communication skills (including report writing presentations) in English and Arabic (preferable).
- Strong team player who possesses excellent ability to effect change and convince others
- Self-driven with the ability to make decisions and follow through with initiatives
- Personal integrity and self-management
- Ability to meet deadlines.
- Results oriented.
Operating Environment/ Location:
The referenced position will be based within distribution network in Qatar and will involve liaison with the support functions at HO.
Framework and Boundaries:
- Group’s overall strategic plan.
- Budgetary targets.
- Applicable policies and procedures.
- Relevant regulatory pronouncements of the applicable local and international regulators and related best practices pertaining to retail banking.
- Delegated authorities as per the delegation of authorities’ structure.
- Instructions of Service Manager, QNB First Retail
Communications and Working Relationships:
- Divisional and departmental managers of Retail Banking and all other related departmental managers.
Supervisory Responsibilities:
- None
April 29, 2012
• Tags: Assistant Manager Service Quality, Global Custody careers in the Qatar, QNB First recruitment • Posted in: Financial