Senior Manager Customer Relationship Management QNB First

Role Overview

Senior Manager Customer Relationship Management at QNB First, a position based in Doha, Qatar within the Retail Banking Division.

Company Overview

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

Role Purpose

Oversee the development and implementation of business plans for Group Domestic QNB First branches. Determine resources, channels, products, market segments, and tactical direction required to maximize targets while implementing the agreed strategic agenda.

Key Responsibilities

Financial Performance & Planning

• Demonstrate clear understanding of the Bank's financial and non-financial performance drivers.
• Analyze external and internal market factors and ensure they are reflected in business planning.
• Support implementation of KPIs and best practices.
• Promote cost efficiency, productivity, and effective resource utilization.
• Exercise delegated authority responsibly and monitor its implementation.
• Contribute to achieving the Bank's financial objectives through effective business management.

Customer Experience & Relationships

• Create frameworks and systems that enable teams to deliver on commitments.
• Foster a customer-centric culture and ensure high service standards.
• Assist customers with product-related inquiries and provide appropriate solutions.
• Maintain service level agreements with internal stakeholders.
• Build strong relationships with internal departments and external partners.
• Provide timely and accurate information to auditors, compliance, risk, and control functions.

Branch Strategy & Operations

• Assist in developing and implementing Domestic Retail Branches strategy.
• Ensure branch business plans are delivered within approved budgets and timelines.
• Drive market share growth and sustainable profitability across the branch network.
• Lead the annual budgeting process and monitor branch performance against targets.
• Develop revenue, volume, and profit targets in coordination with senior management.
• Prepare performance reports on products, services, and branch profitability.
• Promote customer-focused service and operational efficiency across branches.
• Drive business growth through sales management, business development, and strategic initiatives.
• Collaborate with Regional Managers to improve branch performance and customer acquisition.
• Monitor sales targets, customer retention initiatives, and manpower requirements.

Compliance & Risk Management

• Ensure compliance with QNB policies, procedures, and regulatory requirements.
• Ensure compliance with all legal, regulatory, and internal policy requirements.
• Support AML, CTF, sanctions, fraud prevention, and data protection frameworks.
• Adhere to the Three Lines of Defence risk management model.
• Support operational risk management, incident reporting, and remediation processes.
• Ensure fair customer outcomes in accordance with conduct risk policies.

Team Leadership & Development

• Lead, coach, develop, and evaluate direct reports and team performance.
• Conduct regular performance discussions and provide coaching and guidance.
• Support employee development and professional growth.
• Lead continuous improvement initiatives and encourage innovation.
• Promote knowledge sharing and adoption of industry best practices.

Governance & Accountability

• Maintain confidentiality of sensitive business information.
• Maintain the highest standards of data protection and confidentiality.
• Safeguard customer and Bank information and disclose it only on a need-to-know basis.
• Uphold QNB's professional standards and market reputation.
• Complete mandatory training and maintain required professional competence.
• Stay updated with developments in banking and financial services.
• Perform any additional duties assigned by management from time to time.

Qualifications & Experience

• Bachelor degree from university, preferably with a major in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology or related field of study.
• At least 8 years of relevant experience, preferably within a highly rated international bank.
• Awareness of branch customer relationship practices and regulations.
• Full knowledge and experience in handling customers' portfolio.
• Full banking knowledge of liabilities and assets products and their implementations.

Additional Information

Applicants must attach the following documents with their application

• Resume/CV
• Passport
• QID
• Education Certificate
• Birth Certificate

Position closing date: 13 August 2027.