Senior Manager - Customer Relationship Management QNB First

Role Overview

Senior Manager - Customer Relationship Management QNB First at QNB, located in Doha, Qatar.

Company Overview

QNB Group was established in 1964 as Qatar's first Qatari-owned commercial bank and 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 ATM machines, with more than 28,000 employees. QNB maintains credit ratings of A from Standard & Poor's, Aa3 from Moody's, and A+ from Fitch, and is ranked as the most valuable bank brand in the Middle East and Africa by Brand Finance Magazine. The Group has 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, and market segments while establishing tactical direction to maximize targets. Implement the agreed strategic agenda and drive profitability and growth across the domestic retail branch network.

Key Responsibilities

Financial Performance & Strategy

• Demonstrate clear understanding of factors behind the bank's financial and non-financial performance.
• Display understanding of major economies and relevant geographies in which the Group operates and those that could impact business.
• Take a leading role in understanding external and internal environments—economic, political, social, competitive, and regulatory factors—and ensure capture in the business planning process.
• Implement KPIs and best practices for the Senior Manager, Customer Relationship Management QNB First role.
• Promote cost consciousness and efficiency to minimize cost, avoid waste, and optimize benefits for the bank.
• Oversee and lead the annual budgeting process for all QNB branches.
• Coordinate with the AVP Group QNB First to develop department strategy and plans, setting volume, revenue, and profit targets for all QNB Domestic retail branches.
• Keep the AVP Group QNB First informed of branches' financial returns and ensure implementation of suggested changes.

Market & Competitive Awareness

• Encourage managers continuously to be sensitive to market dynamics and engage them in fruitful dialogue to respond to market changes speedily.
• Ensure ongoing increase in market share and sustainable growth rate on QNB's branches portfolio.
• Understand changing dynamics of situations accurately and respond in a manner that helps the organization adapt to new situations effectively.

Branch Performance & Oversight

• Oversee the performance of all QNB Domestic retail branches against set objectives to ensure achievement of profit targets for QNB's retail portfolio.
• Provide the AVP Group QNB First with informative reports on performing and nonperforming products within the network.
• Ensure all QNB Domestic Retail branches focus on client-driven service and improving efficiency.
• Work with regional managers to position QNB Domestic Retail branches as effective retail sale and service outlets by providing superior customer-focused services, increasing the customer base, and meeting branch asset and liability targets.
• Work with regional managers to enhance positioning of certain branches within the network through reviewing performance indicators.
• Oversee sales volume targets of all QNB branches, measurement of customer attrition, and ensure implementation of customer retention strategies to enhance customer loyalty.
• Ensure that the AVP Group QNB First is informed of significant branch-related issues that may jeopardize achievement of branch goals.

Business Development & Growth

• Assist the AVP Group QNB First in the development and implementation of QNB's Domestic Retail Branches strategy.
• Drive profitability of QNB's Domestic Retail Branches through completing sales, service management, implementation of business strategies, and business development.
• Cater to financial needs of individual customers through QNB's network of Domestic Retail branches and customer service centers while ensuring product offerings align with needs and expectations of respective customer segments.
• Set examples by leading improvement initiatives through cross-functional teams ensuring successes.

Compliance & Risk Management

• Ensure that branches' business plans remain within budgets and timescales.
• Ensure that all QNB Domestic Retail branches comply with QNB's policies and procedures and recommend necessary modifications or changes to guarantee compliance.
• Maintain key relationships with external business partners such as VISA, MasterCard, and insurance companies to address any problems or escalations.
• Ensure high standards of confidentiality to safeguard commercially sensitive information.
• Provide timely and accurate information to external and internal auditors and the Compliance function as required.

People Management & Leadership

• Create necessary frameworks and systems to enable teams and individuals to deliver on commitments made.
• Create conducive environment and frameworks to act swiftly through effective delegation and empowerment.
• Coordinate with Branch Managers regarding all levels of manpower requirements in branches to address issues of manpower surplus or shortage.
• Hold meetings with direct reports and assess their performance as well as department's overall performance on a regular basis.
• Take decisive action to ensure speedy resolution of staff unresolved grievances or conflicts within the team.
• Provide assistance or coaching as needed and express confidence in individuals.
• Clearly articulate resource requirements and obtain management approvals to ensure successful change while balancing resources in the most optimum manner.

Decision-Making & Accountability

• Act within the limits of powers delegated to the incumbent and delegate authority to respective staff while monitoring exercise of the same.
• Endeavor for superior performance and take personal accountability to meet deadlines in rapidly changing, ambiguous environments and unfavorable conditions.
• Take decisions with limited information and ambiguous situations.
• Take unpopular and tough decisions in the interest of the organization.

Customer & Stakeholder Management

• Assist customers in all their queries on the Bank's products and seek solutions to their requests.
• Maintain activities in accordance with Service Level Agreements with internal departments or units to achieve improvements in turn-around time.
• Build and maintain strong and effective relationships with related departments or units to achieve the Group's objectives.
• Provide timely and accurate data to external and internal auditors, Compliance, Financial Control, and Risk when required.

Additional Information

• Position closing date: 28 September 2027.
• Full details are available on the employer's original posting.