Assistant Manager Merchant Operations (Qatarization)

Role Overview

Assistant Manager, Merchant Operations at QNB in Doha, Qatar. This is a Qatarization role within the Operations Division.

Company Overview

Established in 1964 as the country's first Qatari-owned commercial bank, QNB Group has grown to become the largest bank in the Middle East and Africa region. QNB Group's presence extends through subsidiaries and associate companies to more than 31 countries across three continents. The organization employs more than 28,000 people serving up to 20 million customers through 1,000 locations and an ATM network of 4,300 machines. QNB maintains ratings from Standard & Poor's (A), Moody's (Aa3), and Fitch (A+), and ranks as the most valuable bank brand in the Middle East and Africa according to Brand Finance Magazine. QNB Group maintains an active community support program sponsoring social, educational, and sporting events.

Role Purpose

The Assistant Manager, Merchant Operations is responsible for performing merchant operations activities for entities with signed contracts with QNB. The role ensures all merchant operations are processed in compliance with established controls, procedures, regulatory requirements, and payment processing standards.

Key Responsibilities

Shareholder & Financial

• Monitor and assist in achieving Key Performance Indicators (KPIs) on a periodic basis.
• Implement KPIs and best practices for the Assistant Manager, Merchant Operations role.
• Act within the limits of powers delegated to the incumbent.
• Promote cost consciousness and efficiency to minimize cost, avoid waste, and optimize benefits for the bank.

Customer (Internal & External)

• Liaise with client personnel, vendors, and consultants during establishment and operation of merchant operations.
• Build and maintain strong, effective relationships with all related departments to achieve Group goals and objectives.
• Provide timely and accurate information to external and internal auditors and the Compliance function as required.
• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments and units to improve turn-around time.

Operations & Processing

• Perform merchant activities in accordance with set payment processing methods and procedures.
• Ensure settlement compliance with local and international rules and regulations provided by regulatory bodies and Visa/Mastercard requirements.
• Identify all processing exceptions and inform the Supervisor Merchants for further action.
• Maintain relationships with third-party processors in accordance with set communication protocols.
• Liaise with QNB Merchants clients and merchants to respond to queries and requests and document service requirements to customize QNB Merchants solutions.
• Process ecommerce merchants files on a daily basis and assure all files are loaded to the acquiring relevant system.
• Process P.O.S transaction files into merchant relevant systems daily, verifying all transactions recorded into the bank host.
• Prepare and reformat MICROS and AMEX card files using merchant dedicated bank system and assure daily processing.
• Create merchant electronic statement certificates and forward them to secure merchant email IDs.
• Participate daily in various bank merchant systems configuration activities as assigned by the Unit Head, including Base24, Prime, Oracle, MIGS, Cyber Source, MICROS, Terminal Management System, and Oracle.
• Investigate and resolve merchant reversals, debit, refund, and disputed bank account entries.
• Handle merchant phone calls and visits by answering questions regarding POS machine issues or escalating them to concerned parties for support.
• Support International Branches and subsidiaries.

Learning & Knowledge

• Keep abreast of developments in the merchant services industry, technological advancements in payment processing, and local and international developments.
• Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.
• Proactively identify areas for professional development and undertake development activities.
• Seek opportunities to remain current with developments in the professional field.

Qualifications & Experience

• Bachelor degree from a university with major in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology or a related field of study.
• At least 4 years of relevant experience, preferably within a highly rated international bank.

Additional Information

• Closing date: 24-Aug-2027.
• Required attachments: Resume/CV, QID (Front & Back), Passport, Education Certificate, Birth Certificate.