Job Summary

The incumbent is primarily is required to act an interface to the business community in a specific country; responsible for establishing strong working relationships, understanding that country's specific business direction, impending changes and ensuring the customer leverages value from IT services and capabilities. Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, QNB Country Compliance manual; Group Compliance Policies and Procedures (Data Protection Policy, Conflict of Interest)

Main Responsibilities

A. Shareholder & Financial:

• Responsible for developing and maintaining appropriate service level agreements (SLAs) with the business
• Develop new service definitions ensuring that they can be delivered operationally and cost effectively
• Build strong and productive relationships with key business stakeholders
• Conduct 1st Level discussion for all IT Projects initiated with Business and help Business in preparing detailed Business Requirement Specification
• Prepare a Demand outline for IT initiative raised by business
• Preparer Business Cases in coordination with Business and ITD
• Act as liaison with the business for all service improvements, changes and escalations for capturing primary requirements
• Ensure timely, concise and effective communication with the business for service outage, service interruption and service improvement.
• Member of the Change Advisory Board (CAB)
• Implements KPI's and best practices for IT International Support Team
• Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

B. Customer (Internal & External):

• Work alongside the IT System/Operations manager to ensure that SLAs are met and business expectations are exceeded
• Ensure that any SLA breaches are investigated and corrective action is taken to improve service delivery
• Provide reports to an agreed schedule (or on request) including SLA performance and other key metric reports
• 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.
• Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

C. Internal (Processes, Products, Regulatory):

• Ensure that systems, processes and methodologies as specified are followed to provide effective monitoring, control and support of service delivery
• Manage the overall service improvement plan and work with the IT Systems/Operations manager to ensure that it is being delivered to and that services are being improved
• Conduct monthly service reviews with individual business stakeholders to discuss service issues and identify project requirements

D. Learning & Knowledge:

• Attend specific conferences in areas of financial services technology breakthroughs and innovations to adapt suitable ones to the bank's architecture
• Possess a superior knowledge of the Group's IT structure, its products and related risks together with a good knowledge of operations and related controls
• Identify areas for professional development of self and direct reports and act to enhance professional development of self and others
• Proactively identify areas for professional development of self and undertake development activities.
• Seek out opportunities to remain current with all developments in professional field.

E. Legal, Regulatory, and Risk Framework Responsibilities:

• Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, Group Compliance Policies and Procedures (AML & CTF, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy).
• Understand and effectively perform your role under the Three Lines of Defence principle to identify measure, monitor, manage and report risks.
• Ensure systematic good outcomes for clients in accordance with Conduct Risk policy.
• Support the framework of RCSA, KRI, Incident reporting and remediation, as appropriate, in accordance with the Operational Risk Management requirements.
• Maintain appropriate knowledge to ensure full qualification to undertake the role.
• Complete all mandatory training provided by the Bank, attain, and maintain the required levels of competence.
• Attend mandatory (internal and external) seminars as instructed by the Bank.

F. Other:

• Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.
• Maintaining utmost confidentiality concerning customer and internal bank information obtained during the course of business and provide such information on a need to know basis only to Senior Management of QNB, Audit and Compliance functions, and relevant Regulators.
• Maintain high professional standards to uphold QNB's reputation and to strengthen its market leadership position.
• All other ad hoc duties/activities related to QNB that management might request from time to time.

Education and Experience Requirements

• 
  Bachelor's degree university graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study), Masters preferred
• At least 8 years of relevant experience, preferably within a highly rated international bank.
• Training and experience in banking systems relevant to the bank
• Training courses and certification in relevant technology management

Required Special Skills:

• 
  Strong analytical and problem solving skills.
• Excellent project management skills
• Self-driven with well-developed motivational and team-building skills
• Ability to identify need for change, adaptable and flexible in anticipating and realizing market opportunities
• Strong documentation skills , Good interpersonal and networking skills
• Excellent oral and written communication skills (including report writing) in English and Arabic.
• Good interpersonal and presentation skills.
• Understanding of the relevant laws, regulations, and practices.
• Ability to make decisions and follow through with initiatives.
• Personal integrity and self-management.
• Planning, organising, and analytical ability.
• Results oriented.
• Strong analytical skills and the ability to communicate both verbally and in writing with all levels of management.