وصف الوظيفة
Role Overview
Senior Manager International Quality Control (Qatarization) at QNB, located in Doha, Qatar within the Operations Division.
Company Overview
QNB Group was established in 1964 as Qatar's first Qatari-owned commercial bank and is now 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 an ATM network of 4,300 machines. The organization employs more than 28,000 staff and maintains credit ratings of A from Standard & Poor's, Aa3 from Moody's, and A+ from Fitch. QNB is recognized as the most valuable bank brand in the Middle East and Africa by Brand Finance Magazine and maintains an active community support program sponsoring social, educational and sporting events.
Role Purpose
Implement the vision of group operations for quality assurance standards and monitor activities of international branches to ensure proper control and compliance. Control and monitor ongoing international branch projects for adherence to strategic plans. Review and approve all enhancements to process and system quality certifications. Conduct development and re-engineering studies on identified processes, products or services for international branches. Manage test plans and scripts standards for international branch implementation. Ensure proper change control management is followed by international branches for any change requests on projects.
Key Responsibilities
Shareholder & Financial
- Support and assist the EVP Group International Operations Affairs to document Key Performance Indicators (KPIs) for performance monitoring and quality measurement purposes pertaining to services and activities performed by the Department.
- Maintain records of KPI achievements on a periodic basis.
- Support in preparing the department's annual budget and continuously monitor the department's conformity to it.
- Supervise and control the re-engineering process and development of related workflows to improve existing processes and create cost savings and efficiencies.
- Implement KPIs and best practices for the Senior Manager, International Quality Control role.
- Act within the limits of the powers delegated to the incumbent.
Customer Management (Internal & External)
- Support implementation of TOM by controlling the quality of processes and systems within the stipulated timeframe.
- Ensure coordination among concerned user departments in the formulation of project deliverables, resources, priorities, duration, and cost.
- Approve all processes and systems with a formal, systematic procedure for evaluating, describing, testing, authorizing and benchmarking processes, systems or activities prior to or after a process or system is in operation.
- Ensure comprehensive evaluation of international operating processes, banking systems, and products as measured against standards to meet required and mandatory country specifications and regulations.
- Interact with International Branches and Operations PMO throughout the project life cycle for zero defects and conformance to requirements.
- Provide guidance to international branch users for User Acceptance Testing, Operational Readiness Testing and Post Live Verification standards adherence.
- Ensure standardized approaches and processes are followed and project deliverables meet planned quality.
- Perform point of release quality assurance on new international branch implementations.
- Work with business and international operations partners to fully assess impacts of new development.
- Closely liaise with Head Office departments, Relationship Managers, Operations PMO, Quality Assurance Team and Senior Stakeholders across the organization.
- Create new or update existing procedures, training materials and user guides.
- Work with appropriate service desks to transfer knowledge for post-implementation support.
- Provide timely and accurate information to external and internal auditors and the Compliance function as required.
- Assist customers in all queries on the Bank's products and seek solutions to their requests.
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments and units to achieve improvements in turn-around time.
- Build and maintain strong and effective relationships with related departments and units to achieve the Group's objectives.
Processes, Products & Regulatory
- Perform baselining, gap analysis, comparison studies and evaluation to verify processes and systems are performing per standard government and regulatory requirements.
- Assess the efficiency and effectiveness of projects and systems once implemented, taking appropriate steps to resolve any problems or issues noted.
- Identify and implement service enhancements and process improvements.
- Ensure and escalate issues on stability of systems and applications associated with banking transaction processing.
- Review trends and determine what changes may be necessary to correct system issues or enhance processing.
- Ensure project interim deliverables adhere to standard quality metrics and are accepted by stakeholders.
- Monitor and measure the performance and quality of designated international branches to identify opportunities for re-engineering.
- Initiate re-engineering, efficiency management, quality improvement, and cost optimization efforts projects.
- Measure project performance against planned performance baselines and other metrics in the project management plan.
- Determine corrective and preventive actions in case of variance and support in resolving issues interfering with successful project completion.
- Coordinate project-related work with various departments by supporting testing and system integration as required.
- Perform periodic audit checks for processes and systems in international branches to ensure quality and efficiency in adherence to defined procedures.
- Control changes to the project management plan and performance baselines by strictly adhering to change control procedures.
- Provide guidance for post-go-live verification and sign-off benchmarks for optimal system performance.
- Provide constant support to international projects through meetings with designated Relationship Managers.
- Highlight and alert any variances from approved plans.
- Coordinate with other departments to ensure high customer satisfaction is met or exceeded.
- Prepare reporting for projects for submission to various management levels, Operations PMO and International Branches within the Group.
- Ensure direct oversight of high-volume activity, consistently complex issues and high-level risk and exposure items that have significant impact on the achievement of department objectives and the International Operations Department.
- Investigate and report service interruptions, critical issues and potential risks to the Executive Manager of IGOPS.
Qualifications & Experience
- Bachelor's degree
Full details are available on the employer's original posting.