QNB- Assistant Vice President Merchant Operations
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.
The incumbent will be responsible for implementing, upgrading and developing all measures of systems and operations to support Merchant Services. The incumbent will ensure compliance with VISA/ MC, will control merchant risks, will ensure successful merchant business and will provide proper support to merchants.
Essential Duties & Responsibilities By Dimensions- Shareholder & Financial:
- Assist the VP Merchants Operations in the creation of Key Performance Indicators (KPIs), for performance monitoring and quality measurement purposes, pertaining to the entire Card & Merchants Operations Department and monitoring their achievements on periodic basis.
- Implements KPI’s and best practices for AVP, Merchant Operations role.
- Lead and guide the Department’s annual budgeting process and monitoring thereof.
- Ensure Merchant Services Unit runs as an efficient processing center, in terms of service delivery and operational risk management.
- Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same. - Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance.
- Customer (Internal & External):
- Stay ahead of the curve
- Research operational issues to identify and correct problems, conduct and communicate root cause analysis to internal and external stakeholders.
- Coordinate & follow up with subordinates to ensure implementation of requirements in a timely manner.
- Provide timely and accurate information to the external and internal auditors when required.
- To assist customers in all their queries on Bank’s product and seek solution to their requests.
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.
- Internal (Processes, Products, Regulatory):
- Develop/ Improve merchant operations, merchant signing and help desk procedures.
- Develop a scalable process from merchant sign up to deployment of POS solution.
- Develop high level working knowledge of portfolio’s payment processing methods, exceptions, communication protocols, software interfaces, and third party processors.
- Ensure VISA/ MC compliance to local and international rules and regulations provided by regulatory bodies.
- Control merchant operations and review merchant payments.
- Ensure that POS are installed quickly and properly according to a documented procedure and within a…
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