QNB-Senior Manager Customer Relationship Management QNB First

Job Purpose Summary

The incumbent will be responsible for overseeing the development and implementation of business plans for Group Domestic QNB First branches. The incumbent will also be responsible for overseeing the implementation of the agreed strategic agenda and determining the resources, channels, products, and market segments and the tactical direction required to maximize targets.

• Demonstrate a 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 the 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.

• 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 (SLAs) with internal stakeholders.
• Build strong relationships with internal departments and external partners.
• Provide timely and accurate information to auditors, compliance, risk, and control functions.

• Assist in developing and implementing the 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.
• Ensure compliance with QNB policies, procedures, and regulatory requirements.
• Collaborate with Regional Managers to improve branch performance and customer acquisition.
• Monitor sales targets, customer retention initiatives, and manpower requirements.
• Maintain confidentiality of sensitive business information.
• Lead, coach, develop, and evaluate direct reports and team performance.

• Lead continuous improvement initiatives and encourage innovation.
• Promote knowledge sharing and adoption of industry best practices.
• Support employee development and professional growth.
• Stay updated with developments in banking and financial services.
• Conduct regular performance discussions and provide coaching and guidance.

• 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.
• Complete mandatory training and maintain required professional competence.
• Ensure fair customer outcomes in accordance with conduct risk policies.

• 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.
• Perform any additional duties assigned by management from time to time.

• Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (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 for liabilities and assets products and their implementations