QNB- Manager Customer Relationship Management QNB First; Qatarization
About QNB Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.
QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.
QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.
Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine.
QNB Group has an active community support program and sponsors various social, educational and sporting events.
Job Purpose SummaryThe incumbent is primarily responsible for managing the relationships with a minimum of 250 QNB First account holders including the timely provision of excellent banking services and products to the referenced segment with the objective to maximize volumes, revenues and profits. The incumbent is also charged with providing efficient, friendly and quality service to QNB First customers with the acceptance of working in shifts that are either morning plus evening or together within the approved timing as per the banks policies.
Essential Duties & Responsibilities By Dimensions- Shareholder & Financial:
- Increase sales volume and profitability and ensure that each QNB First customer is having at least 1 asset products and 1 liability products per customer, and to achieve or exceed yearly set targets and goals, primarily customer acquisitions & general deposits and investments (AUM).
- Strive to be mindful of Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.
- Implements KPI’s and best practices for Manager, Customer Relationship Management QNB First
- Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
- Act within the limits of the powers delegated to the incumbent.
- Customer (Internal & External):
- Ensures high customer standards of customer service and proactive contact with customers visiting the branch answering their queries and providing information about the various products and services offered by QNB.
- Arranging to visit QNB First customers at their location to complete their requested service.
- Must follow up on every issue and ensure complete satisfaction and maximum utilization of the product or services sold to customers.
- Get involved with database management, loyalty program or direct marketing process to communicate it with their existing or new customers about any new product launch or promotional campaign
- Conducting a minimum of 10 calls per day for QNB First non-visiting customers to obtain their satisfaction on QNB and their plans to visit or future products/services.
- Provide “service excellence” for QNB First customers ensuring at the same time a complete sense of confidentiality and honesty with all related issues to the QNB First customers.
- Must ensure not only to solve customer requests but proactively offer ideas and insights to improve the customer s issues and challenges.
- Provide information about suitable products and services offered by the Group and identify cross selling opportunities.
- Enhance the Group’s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
- Liaise with Treasury team to achieve investment/ Treasury targets for customer acquisition and service delivery.
- To assist customers in all their queries on Bank’s product and seek solution to their requests.
- Maintain activities in accordance with Service Level…
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