وصف الوظيفة
Role Overview
Manager Operations Coaching and Mentoring (Qatarization) at QNB, a leading bank in the Middle East and Africa region, based in Doha, Qatar.
Company Overview
QNB Group was established in 1964 as the country's first Qatari-owned commercial bank and is now the largest bank in the Middle East and Africa region. The Group operates through more than 31 countries across three continents, with more than 28,000 employees 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. The bank has an active community support program sponsoring social, educational, and sporting events.
Role Purpose
The incumbent is responsible for the adequacy and effectiveness of Group operations risk assessment and quality controls. The role achieves quality assurance operational objectives by contributing to strategic plans and reviews, preparing action plans, implementing production and productivity standards, identifying and resolving problems, completing audits, and determining system improvements. The incumbent will oversee continuous enhancement initiatives to improve costs, quality, and service across all Group Operations units and lead the roll-out of Lean, Six Sigma, and Change Management standards and methodology in conjunction with the Group TQM Team.
Key Responsibilities
Financial Performance & KPI Management
- Create and approve Key Performance Indicators (KPIs) for performance monitoring and quality measurement purposes for project teams and monitor their achievements on a periodic basis.
- Implement KPIs and best practices for the Manager Operations Coaching and Mentoring role.
- Work on developing the Group annual budgeting process and manage projects' operations to ensure timely completion within assigned costs and specifications.
- Monitor and control expenses within the estimated budget to meet overall objectives.
- Promote cost consciousness and efficiency and enhance productivity to minimize cost, avoid waste, and optimize benefits for the bank.
Quality Improvement & Performance Management
- Increase the performance management and quality improvement capacity of the department and assist operational units to drive quality and efficiency improvement through analysis and improvement plans.
- Develop new and improve existing operations business processes to create controls ensuring quality levels and risk mitigation.
- Drive Voice of Customer (VOC) actionable inputs across the team and maintain or improve scores using VOC for improvements.
- Drive Service Level Agreement (SLA) adherence and Customer Critical to Quality (CTQ) parameters, ensuring all parameters are met and corrective and preventive actions are taken.
- Study all existing products and suggest best practices to minimize risk, increase automation, and improve productivity and income as per market behavior.
- Work with the business to enhance customer satisfaction and improve product quality to ensure customer requirements are met or exceeded.
Stakeholder Coordination & Governance
- Ensure coordination among concerned user departments in the formulation of risk assessment and quality control.
- Liaise with internal and external providers, Group IT, and external vendors or consultants regarding work required to implement new and improved processes.
- Liaise with management and their assigned representatives of concerned departments and units during process enhancement reviews to obtain approvals on suggested changes.
- Lead teams for any system testing, User Acceptance Testing (UAT), go-live, and product enhancement activities.
- Actively participate in the development of the business model through Corporate Governance as required by senior management.
- Support International Branches and Subsidiaries.
Risk Assessment & Monitoring
- Ensure all operations business processes have the appropriate level of operational controls to manage risk and exposure.
- Ensure the conduct of change impact analysis, readiness assessment surveys, focus groups, and individual employee interviews to assess potential implications of change, analyze collected data, and recommend appropriate courses of action.
- Monitor operational units' adherence to QNB quality standards by conducting mystery surveys, risk assessments, and other surprise or planned checks and discussing results with relevant staff and their line managers.
- Identify, log, analyze, and manage potential and actual issues and risks and take corrective action by tackling day-to-day issues.
- Elevate service interruptions, critical issues, and potential risks to EVP Central Operations, EVP Ops Control, and SEVP Group Operations.
Process Development & Reporting
- Ensure the conduct of department visits to understand practical and theoretical difficulties faced by staff in implementing or understanding processes and procedures.
- Review findings of process development and process re-engineering or enhancement studies and discuss them with management of concerned departments or units.
- Prepare strategies, policies, standards, and guidelines of project management and control to deliver project objectives within limited resources, time, and budget.
- Continuously monitor progress and prepare reports to the EVP Central Operations, EVP Ops Control, and SEVP Group Operations on a timely manner.
- Continuously monitor and report on quality-related issues to SVP – Quality Assurance.
Team Management & HR Responsibilities
- Perform managerial and supervisory responsibilities at the unit level as established by the Group, including participation in management of all HR issues related to the team such as team performance, absence management, and training needs identification.
- Take decisive action to ensure speedy resolution of staff accomplishment within the team.
- Ensure appropriate and efficient use of available resources.
- Act within the limits of the powers delegated to the incumbent.
Qualifications & Experience
- Bachelor's University degree preferably with a major in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology.
- Minimum 6 years of experience, of which 3 years of experience in risk assessment and quality assurance and/or 5 years of experience in Operations Banking majors.
Additional Information
- Application closing date: 06-Oct-2027.
- Required attachments: Resume/CV, QID (Front & Back), Passport, Education Certificate, Birth Certificate.