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associate director, m&a projects

associate cost management

AECOM

<div><b>Company Description</b><p><b><br>
Work with Us. Change the World.</b></p><p>
At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world&rsquo;s most complex challenges and build legacies for future generations.</p><p>
There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.</p><p>
We're one global team driven by our common purpose to deliver a better world. Join us.</p><b><br>
Job Description</b><br>
<ul><li>
Oversee the execution of complex projects, ensuring alignment with client expectations and organisational standards.</li><li>
Serve as Project Manager on up to five active projects, utilising APIC and other relevant systems to manage scope, schedule, and budget.</li><li>
Ensure all project deliverables comply with internal Project Delivery Standards (PDS) and quality assurance protocols.</li><li>
Lead client engagement across a portfolio of projects, acting as a trusted advisor and ensuring consistent communication and satisfaction.</li><li>
Secure client approval for any scope changes or additional services, maintaining contractual compliance and transparency.</li><li>
Brief project teams on scope and objectives, ensuring clarity of roles and responsibilities.</li><li>
Manage resources across multiple projects, optimising team performance within budgetary constraints.</li><li>
Monitor and evaluate the performance of direct reports, fostering professional development and accountability.</li><li>
Ensure timely cash collection in accordance with contract terms.</li><li>
Benchmark project data to support cost planning, forecasting, and continuous improvement.</li><li>
Adhere to all QA requirements and contribute to the development of best practices.</li><li>
Ensure consistent compliance with internal standards and industry regulations.</li><li>
Participate in internal and external networking programs to enhance professional visibility and sector knowledge.</li><li>
Display specialist knowledge and thought leadership within the relevant end-market sector.</li></ul><br>
<b>
Qualifications</b><br>
<ul><li>
Minimum of 10 years post-undergraduate experience.</li><li>
Bachelor of Science in Quantity Surveying and/or Engineering (or equivalent) from an accredited, internationally recognized institution or University.</li><li>
MRICS or equivalent accreditation.</li></ul><br>
<b>
Additional Information</b><div></div><p><b><br>
About AECOM</b></p><p>
AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&amp;D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan.</p><p>
AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients&rsquo; complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle &ndash; from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2024. Learn more at aecom.com.</p><p><b>
What makes AECOM a great place to work</b></p><p>
You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you&rsquo;ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you&rsquo;ve always envisioned. Here, you&rsquo;ll find a welcoming workplace built on respect, collaboration and community - where you have the freedom to grow in a world of opportunity.</p><p>
As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.</p></div>

Associate - Cost Management

<div>
 <br/>
 <strong>
  Company Description
  <br/>
 </strong>
 <br/>
 <strong>
  Work with Us. Change the World.
  <br/>
 </strong>
 <br/>
 At AECOM, we're delivering a better world. Whether improving your commute, keeping the lights on, providing access to clean water, or transforming skylines, our work helps people and communities thrive. We are the world's trusted infrastructure consulting firm, partnering with clients to solve the world&rsquo;s most complex challenges and build legacies for future generations.
 <br/>
 <br/>
 There has never been a better time to be at AECOM. With accelerating infrastructure investment worldwide, our services are in great demand. We invite you to bring your bold ideas and big dreams and become part of a global team of over 50,000 planners, designers, engineers, scientists, digital innovators, program and construction managers and other professionals delivering projects that create a positive and tangible impact around the world.
 <br/>
 <br/>
 We're one global team driven by our common purpose to deliver a better world. Join us.
 <br/>
 <br/>
 <strong>
  Job Description
  <br/>
 </strong>
 <ul>
  <li>
   Oversee the execution of complex projects, ensuring alignment with client expectations and organisational standards.
  </li>
  <li>
   Serve as Project Manager on up to five active projects, utilising APIC and other relevant systems to manage scope, schedule, and budget.
  </li>
  <li>
   Ensure all project deliverables comply with internal Project Delivery Standards (PDS) and quality assurance protocols.
  </li>
  <li>
   Lead client engagement across a portfolio of projects, acting as a trusted advisor and ensuring consistent communication and satisfaction.
  </li>
  <li>
   Secure client approval for any scope changes or additional services, maintaining contractual compliance and transparency.
  </li>
  <li>
   Brief project teams on scope and objectives, ensuring clarity of roles and responsibilities.
  </li>
  <li>
   Manage resources across multiple projects, optimising team performance within budgetary constraints.
  </li>
  <li>
   Monitor and evaluate the performance of direct reports, fostering professional development and accountability.
  </li>
  <li>
   Ensure timely cash collection in accordance with contract terms.
  </li>
  <li>
   Benchmark project data to support cost planning, forecasting, and continuous improvement.
  </li>
  <li>
   Adhere to all QA requirements and contribute to the development of best practices.
  </li>
  <li>
   Ensure consistent compliance with internal standards and industry regulations.
  </li>
  <li>
   Participate in internal and external networking programs to enhance professional visibility and sector knowledge.
  </li>
  <li>
   Display specialist knowledge and thought leadership within the relevant end-market sector.
  </li>
  <br/>
 </ul>
 <strong>
  Qualifications
  <br/>
 </strong>
 <ul>
  <li>
   Minimum of 10 years post-undergraduate experience.
  </li>
  <li>
   Bachelor of Science in Quantity Surveying and/or Engineering (or equivalent) from an accredited, internationally recognized institution or University.
  </li>
  <li>
   MRICS or equivalent accreditation.
  </li>
  <br/>
 </ul>
 <strong>
  Additional Information
  <br/>
 </strong>
 <br/>
 <strong>
  About AECOM
  <br/>
 </strong>
 <br/>
 AECOM is proud to offer comprehensive benefits to meet the diverse needs of our employees. Depending on your employment status, AECOM benefits may include medical, dental, vision, life, AD&amp;D, disability benefits, paid time off, leaves of absences, voluntary benefits, perks, flexible work options, well-being resources, employee assistance program, business travel insurance, service recognition awards, retirement savings plan, and employee stock purchase plan.
 <br/>
 <br/>
 AECOM is the global infrastructure leader, committed to delivering a better world. As a trusted professional services firm powered by deep technical abilities, we solve our clients&rsquo; complex challenges in water, environment, energy, transportation and buildings. Our teams partner with public- and private-sector clients to create innovative, sustainable and resilient solutions throughout the project lifecycle &ndash; from advisory, planning, design and engineering to program and construction management. AECOM is a Fortune 500 firm that had revenue of $16.1 billion in fiscal year 2024. Learn more at aecom.com.
 <br/>
 <br/>
 <strong>
  What makes AECOM a great place to work
  <br/>
 </strong>
 <br/>
 You will be part of a global team that champions your growth and career ambitions. Work on groundbreaking projects - both in your local community and on a global scale - that are transforming our industry and shaping the future. With cutting-edge technology and a network of experts, you&rsquo;ll have the resources to make a real impact. Our award-winning training and development programs are designed to expand your technical expertise and leadership skills, helping you build the career you&rsquo;ve always envisioned. Here, you&rsquo;ll find a welcoming workplace built on respect, collaboration and community - where you have the freedom to grow in a world of opportunity.
 <br/>
 <br/>
 As an Equal Opportunity Employer, we believe in your potential and are here to help you achieve it. All your information will be kept confidential according to EEO guidelines.
 <br/>
 <br/>
 <strong>
  ReqID:
 </strong>
 J10145403
 <br/>
 <br/>
 <strong>
  Business Line:
 </strong>
 PCC
 <br/>
 <br/>
 <strong>
  Business Group:
 </strong>
 DCS
 <br/>
 <br/>
 <strong>
  Strategic Business Unit:
 </strong>
 ME and Africa
 <br/>
 <br/>
 <strong>
  Career Area:
 </strong>
 Survey &amp; Estimation
 <br/>
 <br/>
 <strong>
  Work Location Model:
 </strong>
 On-Site
 <br/>
 <br/>
 <br/>
</div>


Qatar National Bank

<div></div><div><div><ul><li><div><b>Business Unit</b>
</div><div>QNB - Qatar
</div></li><li><div><b>Division</b>
</div><div>Operations
</div></li><li><div><b>Department</b>
</div><div>Operations
</div></li><li><div><b>Location</b>
</div><div>Doha, Qatar
</div></li><li><div><b>Closing Date</b>
</div><div>01-Mar-2027
</div></li></ul></div><div><div><h5 class="jobSectionHeader"><b>About QNB</b></h5>
<p>Established in 1964 as the country&rsquo;s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.</p>
<p>QNB Group&rsquo;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.</p>
<p>QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard &amp; Poor&rsquo;s (A), Moody&rsquo;s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.</p>
<p>Based on the Group&rsquo;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.</p>
<p>QNB Group has an active community support program and sponsors various social, educational and sporting events.</p>
</div></div><div><div><div><h5 class="jobSectionHeader"><b>Job Purpose Summary:</b></h5>
</div><div><p>The incumbent will perform asset management custodian services, maintain asset management records and prepare reports pertaining to asset management activities as per the delegated authority.</p>
</div></div><div><div><h5 class="jobSectionHeader"><b>Essential Duties &amp; Responsibilities by Dimensions:</b></h5>
</div><div><p><b>A. Shareholder &amp; Financial:</b></p><ul><li>Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
</li><li>Act within the limits of the powers delegated to the incumbent.
</li><li>Implement KPI&rsquo;s and best practices for Associate Asset Management Administration role.</li></ul><p></p><p><b>
B. Customer (Internal &amp; External):</b></p><ul><li>Provide timely asset management accounting and custodianship services to various stakeholders.</li><li>To assist customers in all their queries on Bank&rsquo;s product and seek solution to their requests.</li><li>Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.</li><li>Build and maintain strong/effective relationships with related departments/units to achieve the Group&rsquo;s objectives.</li><li>Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.</li></ul><p></p><p><b>
C. Internal (Processes, Products, Regulatory):</b></p><ul><li>Documentation</li><li>Maintain asset management documents (e.g. licenses, prospectus, articles of association, reports, records, etc.), ensure they are up to date and update them on the system accordingly.</li><li>Transfer Agency</li><li>Book and settle capital stock activity (subscriptions and redemptions) on the respective accounts, issue certificates and maintaining the investor registry as per the delegated authority and QNB&rsquo;s designated asset management role.</li><li>Fund Administration</li><li>Record the purchase/sale of investments originated from fund/portfolio managers, based on their written instructions (trade tickets) and when required validate the transactions with brokers/ banks.</li><li>Book and settle corporate action/income related activity timely and accurately reflecting in accounting/custody these events.</li><li>Process expense related activity as per the fund/account fee schedule, ensuring the accounts are accruing correctly and the different stakeholders are paid timey and accurately.
</li><li>Update security records timely and accurately.</li><li>Fund Accounting</li><li>Calculate the &ldquo;net asset value&rdquo; (NAV) as per each fund/account pricing frequency timely and accurately.</li><li>Book all required entries to the ledger as per the fund&rsquo;s activity and fund or market deadlines.</li><li>Perform account/transaction reconciliations &ndash; capital stock, holdings, cash, expense, income, etc.
</li></ul><p>&ndash; investigating any discrepancy and working to address the break by posting the required entry, rectifying the incorrect one or liaising with the respective team that needs to take action.</p><ul><li>Reporting &ndash; Assist the team in producing any financial statements or other required reports.</li></ul><p>
- Audit &ndash; help produce the required audit documentation - Audit / Reporting / Reconciliation</p><ul><li>Query Management</li><li>Ensure inbound queries are answered within 24h from receipt</li><li>Do a diligent follow up on emails sent to external or internal parties as to obtain the information required to address the reason the query was sent.</li><li>Escalate emails as needed with your supervisor.</li><li>Communication</li><li>Escalate all urgent matters requiring attention to supervisor</li><li>Assist more junior staff in the completion of their tasks</li></ul><p></p><p><b>
D. Learning &amp; Knowledge:</b></p><ul><li>Maintain utmost confidentiality.</li><li>Comply with operational policies and procedures, document retention requirements and set security procedures.</li><li>Proactively identify areas for professional development of self and undertake development activities.</li><li>Seek out opportunities to remain current with all developments in professional field.</li></ul>
</div></div><div><div><h5 class="jobSectionHeader"><b>Education/Experience Requirements:
</b></h5></div><div><ul><li>Bachelor degree University Graduate/preferred with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study)</li></ul><p></p>
</div></div><div><div><h5 class="jobSectionHeader"><b>Note: you will be required to attach the following:</b></h5>
</div><div><div><ul><li>Resume/CV</li></ul>
<ul><li>QID (Front &amp; Back)</li></ul>
<ul><li>Passport</li></ul>
<ul><li>Education Certificate
</li></ul><ul><li>Birth Certificate</li></ul></div></div></div></div></div><div></div>

Associate Asset Management Administration

<div>Job Purpose Summary:<p><br>
The incumbent will perform asset management custodian services, maintain asset management records and prepare reports pertaining to asset management activities as per the delegated authority.</p>
Essential Duties &amp; Responsibilities by Dimensions:<p><b><br>
A. Shareholder &amp; Financial:</b></p><ul><li>Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
</li><li>Act within the limits of the powers delegated to the incumbent.
</li><li>Implement KPI's and best practices for Associate Asset Management Administration role.</li></ul><p></p><p><b>
B. Customer (Internal &amp; External):</b></p><ul><li>Provide timely asset management accounting and custodianship services to various stakeholders.</li><li>To assist customers in all their queries on Bank's product and seek solution to their requests.</li><li>Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.</li><li>Build and maintain strong/effective relationships with related departments/units to achieve the Group's objectives.</li><li>Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.</li></ul><p></p><p><b>
C. Internal (Processes, Products, Regulatory):</b></p><ul><li>Documentation</li><li>Maintain asset management documents (e.g. licenses, prospectus, articles of association, reports, records, etc.), ensure they are up to date and update them on the system accordingly.</li><li>Transfer Agency</li><li>Book and settle capital stock activity (subscriptions and redemptions) on the respective accounts, issue certificates and maintaining the investor registry as per the delegated authority and QNB's designated asset management role.</li><li>Fund Administration</li><li>Record the purchase/sale of investments originated from fund/portfolio managers, based on their written instructions (trade tickets) and when required validate the transactions with brokers/ banks.</li><li>Book and settle corporate action/income related activity timely and accurately reflecting in accounting/custody these events.</li><li>Process expense related activity as per the fund/account fee schedule, ensuring the accounts are accruing correctly and the different stakeholders are paid timey and accurately.
</li><li>Update security records timely and accurately.</li><li>Fund Accounting</li><li>Calculate the &quot;net asset value&quot; (NAV) as per each fund/account pricing frequency timely and accurately.</li><li>Book all required entries to the ledger as per the fund's activity and fund or market deadlines.</li></ul><p>
- Perform account/transaction reconciliations - capital stock, holdings, cash, expense, income, etc.
</p><ul><li>investigating any discrepancy and working to address the break by posting the required entry, rectifying the incorrect one or liaising with the respective team that needs to take action.</li></ul><p>
- Reporting - Assist the team in producing any financial statements or other required reports.</p><p>
- Audit - help produce the required audit documentation - Audit / Reporting / Reconciliation</p><ul><li>Query Management</li><li>Ensure inbound queries are answered within 24h from receipt</li><li>Do a diligent follow up on emails sent to external or internal parties as to obtain the information required to address the reason the query was sent.</li><li>Escalate emails as needed with your supervisor.</li><li>Communication</li><li>Escalate all urgent matters requiring attention to supervisor</li><li>Assist more junior staff in the completion of their tasks</li></ul><p></p><p><b>
D. Learning &amp; Knowledge:</b></p><ul><li>Maintain utmost confidentiality.</li><li>Comply with operational policies and procedures, document retention requirements and set security procedures.</li><li>Proactively identify areas for professional development of self and undertake development activities.</li><li>Seek out opportunities to remain current with all developments in professional field.</li></ul>
Education/Experience Requirements:<ul><li><br>
Bachelor degree University Graduate/preferred with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study)</li></ul><p></p>
Required Special Skills:<ul><li><br>
Excellent oral and written communication skills (including report writing) in English and Arabic.</li><li>Good interpersonal and presentation skills.</li><li>Understanding of the relevant laws, regulations, and practices.
</li><li>Ability to make decisions and follow through with initiatives.
</li><li>Personal integrity and self-management.</li><li>Planning, organising, and analytical ability.</li><li>Results oriented.</li><li>Strong analytical skills and the ability to communicate both verbally and in writing with all levels of management.</li></ul></div>

Associate Asset Management Administration (Qatarization)

<div>Job Purpose Summary<p><br>
The incumbent is mainly responsible for leading a team of customer service representatives in providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group's products and services and encouraging customers to increase their business with the Group.</p>
Essential Duties &amp; Responsibilities by Dimensions<p><b><br>
A. Shareholder &amp; Financial:</b></p><ul><li>Proactively market the Group's products to increase sales volume and profitability, and to achieve or exceed set targets and goals.</li><li>Suggest Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.</li><li>Implements KPI's and best practices for Manager, Customer Services</li><li>Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.</li><li>Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same.</li><li>Demonstrate clear understanding of the important factors behind the bank's financial &amp; non-financial performance.</li></ul><p></p><p><b>
B. Customer (Internal &amp; External):</b></p><ul><li>Enhance the Group's image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.</li><li>Monitors service quality indicators and takes corrective measures to ensure highest level of customer satisfaction and ensures all problems/complaints/queries are handled quickly, efficiently and tactfully.</li><li>Resolves escalated customer complaints and ensures timely resolution of the same</li><li>Aims to increase bank's market share by ensuring high level of service and meeting the turnaround time for various processes as laid down.</li><li>Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.</li><li>Drives sales of new products ensures proper documentation of applications and tracks sales targets to achieve growth.</li><li>Provides cross-sell leads to sales teams and ensure timely follow-up to ensure conversion.</li><li>To assist customers in all their queries on Bank's product and seek solution to their requests.</li><li>Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.</li><li>Build and maintain strong/effective relationships with related departments/units to achieve the Group's objectives.</li><li>Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.</li></ul><p></p><p><b>
C. Internal (Processes, Products, Regulatory):</b></p><ul><li>Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.</li><li>Maintain customer services area files, database, records, registers and logs under control.</li><li>Provide authorizations and downloads as necessary to ensure smooth running of the daily work.</li><li>Coordinate with Tellers on an &quot;as is needed&quot; basis to ensure smooth operations, and timely and friendly service delivery.</li><li>Lead and direct the daily activities for Customer Service unit including, but not limited to;</li><li>checking customers' applications for different types of products and services,
</li><li>checking loan applications and loan agreements before submitting the same for approvals,</li><li>authorizing customers' signatures,</li><li>authorizing the daily work of the customer services staff,</li><li>following up dormant accounts especially debit accounts,</li><li>preparing management reports such as monthly opened/closed accounts.</li><li>Ensures implementation of all audit recommendations and minimizes occurrence of any deviations during audit checks</li><li><b>Continuous Improvement:
</b></li><li>Set examples by leading improvement initiatives through cross-functional teams ensuring successes.</li><li>Identify and encourage people to adopt practices better than the industry standard.
</li><li>Continuously encourage and recognise the importance of thinking out-of-the-box within the team.
</li><li>Encourage, solicit and reward innovative ideas even in day-to-day issues.</li></ul><p></p><p><b>
D. Learning &amp; Knowledge:</b></p><ul><li>Identify related areas for professional development of self and others.</li><li>Take decisive action to ensure speedy resolution of unresolved staff grievances or conflicts within the team.</li><li>Ensures CSO's, Associate customer services, Senior Associate Customer services in the branch are trained with all the process related to customer service within specified TAT</li></ul><p>
Possess a superior knowledge of branch customer service management and provide training to the customer service team as and when needed.
</p><ul><li>Provide training to the customer services team as and when needed and solve difficulties beyond their expertise.</li><li>Proactively identify areas for professional development of self and undertake development activities.</li><li>Seek out opportunities to remain current with all developments in professional field.</li><li>Hold meetings with staff and assess their performance and your teams overall performance on a regular basis.</li><li>Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members.</li><li>Identify development opportunities and activities for staff and facilitate/coach them to improve their effectives and prepare them to assume greater responsibilities.</li></ul>
Education and Experience Requirements<ul><li><br>
Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
</li><li>At least 6 years of relevant experience, preferably within a highly rated international bank.</li><li>Well-informed of branch customer service practices and regulations</li></ul>
Required Special Skills<ul><li><br>
Excellent oral and written communication skills (including report writing) in English and Arabic.</li><li>Good interpersonal and presentation skills.</li><li>Understanding of the relevant laws, regulations, and practices.</li><li>Ability to make decisions and follow through with initiatives.</li><li>Personal integrity and self-management.</li><li>Planning, organising, and analytical ability.</li><li>Results oriented.</li><li>Strong analytical skills and the ability to communicate both verbally and in writing with all levels of management.</li></ul></div><p></p>

Manager Customer Services (Qatarization)

QNB Group

<div>
 <strong>
  About QNB
  <br/>
  <br/>
 </strong>
 Established in 1964 as the country&rsquo;s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.
 <br/>
 <br/>
 QNB Group&rsquo;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.
 <br/>
 <br/>
 QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard &amp; Poor&rsquo;s (A), Moody&rsquo;s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.
 <br/>
 <br/>
 Based on the Group&rsquo;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.
 <br/>
 <br/>
 QNB Group has an active community support program and sponsors various social, educational and sporting events.
 <br/>
 <br/>
 <strong>
  Job Summary
  <br/>
  <br/>
 </strong>
 Responsible for the front desk operations at the Company&rsquo;s office. First point of contact with the walk-in customers. Provide a solution or direct the customer to the right person. Project a professional company image through in-person and phone interaction.
 <br/>
 <br/>
 Main Responsibilities
 <br/>
 <br/>
 <ul>
  <li>
   Shareholder &amp; Financial
  </li>
  <li>
   Establish account set up for Qatari and non-Qatari clients
  </li>
  <li>
   Generate viable leads and forwarding them through the appropriate channels as defined by the internal processes
  </li>
  <li>
   Provides cross-sell leads to sales teams and ensure timely follow-up to ensure conversion.
  </li>
  <li>
   Implements KPI&rsquo;s and best practices for Senior Associate Customer Service.
  </li>
  <li>
   Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
  </li>
  <li>
   Act within the limits of the powers delegated to the incumbent.
  </li>
  <li>
   Customer (Internal &amp; External):
  </li>
  <li>
   First point of contact for all walk-in customers.
  </li>
  <li>
   Greet the walk in customers and present a good image of the Company.
  </li>
  <li>
   Listen to the customer and assess his / her requirements.
  </li>
  <li>
   Provide correct form to the customer to make his / her request in writing pass it on to the relevant departments for processing with appropriate documentation.
  </li>
  <li>
   Taking customer inquiries about new account opening in person and the inquiries through internet.
  </li>
  <li>
   Taking customer complaints and directing those to appropriate departments.
  </li>
  <li>
   Ensure maintenance of service standards.
  </li>
  <li>
   To assist customers in all their queries on Bank&rsquo;s product and seek solution to their requests.
  </li>
  <li>
   Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
  </li>
  <li>
   Build and maintain strong/effective relationships with related departments/units to achieve the Group&rsquo;s objectives.
  </li>
  <li>
   Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
  </li>
  <li>
   Internal (Processes, Products, Regulatory):
  </li>
  <li>
   Performing the role of front office.
  </li>
  <li>
   Providing a tracking number to all requests and updating details in the system.
  </li>
  <li>
   Managing the Telephone System when call centre executive is absent or busy.
  </li>
  <li>
   Abide by the Policies and Procedures developed for maintaining the Information Security for the QNBFS and shall take on active responsibilities in achieving, managing and maintaining the ISO 27001 standard.
  </li>
  <li>
   Learning &amp; Knowledge:
  </li>
  <li>
   Work in accordance with Company standards, the regulation and ethics and maintain licensed status.
  </li>
  <li>
   Generate and provide new ideas for customer relationship and customer retention.
  </li>
  <li>
   Legal, Regulatory, and Risk Framework Responsibilities:
  </li>
  <li>
   Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, Group Compliance Policies and Procedures (AML &amp; CTF, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy).
  </li>
  <li>
   Understand and effectively perform your role under the Three Lines of Defence principle to identify measure, monitor, manage and report risks.
  </li>
  <li>
   Ensure systematic good outcomes for clients in accordance with Conduct Risk policy.
  </li>
  <li>
   Support the framework of RCSA, KRI, Incident reporting and remediation, as appropriate, in accordance with the Operational Risk Management requirements.
  </li>
  <li>
   Maintain appropriate knowledge to ensure full qualification to undertake the role.
  </li>
  <li>
   Complete all mandatory training provided by the Bank, attain, and maintain the required levels of competence.
  </li>
  <li>
   Attend mandatory (internal and external) seminars as instructed by the Bank
  </li>
  <li>
   Other:
  </li>
  <li>
   Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.
  </li>
  <li>
   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.
  </li>
  <li>
   Maintain high professional standards to uphold QNB's reputation and to strengthen its market leadership position.
  </li>
  <li>
   All other ad hoc duties/activities related to QNB that management might request from time to time.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Education And Experience Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Graduate with 2+ Years experience as front desk professional preferably in a brokerage company
  </li>
  <li>
   Excellent professional track record.
  </li>
  <li>
   Computer literate with the ability to learn QE &amp; QNBFS customer service software applications
  </li>
  <li>
   Brokerage sales experience is not mandatory but financial services experience is mandatory
  </li>
  <li>
   Excellent verbal and written communication skills.
  </li>
  <li>
   Fluent in English &amp; Arabic.
  </li>
  <li>
   Strong relationship management and business development/sales skills.
  </li>
  <li>
   Pleasant manner.
   <br/>
   <br/>
  </li>
 </ul>
 Note: you will be required to attach the following:
 <br/>
 <br/>
 <ul>
  <li>
   Resume/CV
  </li>
  <li>
   Copy of Passport or QID
  </li>
  <li>
   Copy of Education Certificate
  </li>
  <li>
   Copy of Birth Certificate
  </li>
 </ul>
</div>


QNB3467 - Senior Associate Customer Service (Qatarization)

<div>
 <strong>
  About QNB
  <br/>
  <br/>
 </strong>
 Established in 1964 as the country&rsquo;s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region.
 <br/>
 <br/>
 QNB Group&rsquo;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.
 <br/>
 <br/>
 QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard &amp; Poor&rsquo;s (A), Moody&rsquo;s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications.
 <br/>
 <br/>
 Based on the Group&rsquo;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.
 <br/>
 <br/>
 QNB Group has an active community support program and sponsors various social, educational and sporting events.
 <br/>
 <br/>
 <strong>
  Job Purpose Summary
  <br/>
  <br/>
 </strong>
 The incumbent is mainly responsible for leading a team of customer service representatives in providing efficient, friendly and quality service to customers; answering queries, providing information and guiding customers through various banking procedures; marketing the Group&rsquo;s products and services and encouraging customers to increase their business with the Group.
 <br/>
 <br/>
 <strong>
  Essential Duties &amp; Responsibilities By Dimensions
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Shareholder &amp; Financial:
  </li>
  <li>
   Proactively market the Group&rsquo;s products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
  </li>
  <li>
   Suggest Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.
  </li>
  <li>
   Implements KPI&rsquo;s and best practices for Manager, Customer Services
  </li>
  <li>
   Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
  </li>
  <li>
   Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same.
  </li>
  <li>
   Demonstrate clear understanding of the important factors behind the bank's financial &amp; non-financial performance.
  </li>
  <li>
   Customer (Internal &amp; External):
  </li>
  <li>
   Enhance the Group&rsquo;s image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
  </li>
  <li>
   Monitors service quality indicators and takes corrective measures to ensure highest level of customer satisfaction and ensures all problems/complaints/queries are handled quickly, efficiently and tactfully.
  </li>
  <li>
   Resolves escalated customer complaints and ensures timely resolution of the same
  </li>
  <li>
   Aims to increase bank&rsquo;s market share by ensuring high level of service and meeting the turnaround time for various processes as laid down.
  </li>
  <li>
   Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
  </li>
  <li>
   Drives sales of new products ensures proper documentation of applications and tracks sales targets to achieve growth.
  </li>
  <li>
   Provides cross-sell leads to sales teams and ensure timely follow-up to ensure conversion.
  </li>
  <li>
   To assist customers in all their queries on Bank&rsquo;s product and seek solution to their requests.
  </li>
  <li>
   Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
  </li>
  <li>
   Build and maintain strong/effective relationships with related departments/units to achieve the Group&rsquo;s objectives.
  </li>
  <li>
   Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.
  </li>
  <li>
   Internal (Processes, Products, Regulatory):
  </li>
  <li>
   Act as the first point of contact for customers, especially for new customers, answer their queries and provide information about various products and services offered by the Group.
  </li>
  <li>
   Maintain customer services area files, database, records, registers and logs under control.
  </li>
  <li>
   Provide authorizations and downloads as necessary to ensure smooth running of the daily work.
  </li>
  <li>
   Coordinate with Tellers on an &ldquo;as is needed&rdquo; basis to ensure smooth operations, and timely and friendly service delivery.
  </li>
  <li>
   Lead and direct the daily activities for Customer Service unit including, but not limited to;
  </li>
  <li>
   checking customers&rsquo; applications for different types of products and services,
  </li>
  <li>
   checking loan applications and loan agreements before submitting the same for approvals,
  </li>
  <li>
   authorizing customers&rsquo; signatures,
  </li>
  <li>
   authorizing the daily work of the customer services staff,
  </li>
  <li>
   following up dormant accounts especially debit accounts,
  </li>
  <li>
   preparing management reports such as monthly opened/closed accounts.
  </li>
  <li>
   Ensures implementation of all audit recommendations and minimizes occurrence of any deviations during audit checks
  </li>
  <li>
   Continuous Improvement:
  </li>
  <li>
   Set examples by leading improvement initiatives through cross-functional teams ensuring successes.
  </li>
  <li>
   Identify and encourage people to adopt practices better than the industry standard.
  </li>
  <li>
   Continuously encourage and recognise the importance of thinking out-of-the-box within the team.
  </li>
  <li>
   Encourage, solicit and reward innovative ideas even in day-to-day issues.
  </li>
  <li>
   Learning &amp; Knowledge:
  </li>
  <li>
   Identify related areas for professional development of self and others.
  </li>
  <li>
   Take decisive action to ensure speedy resolution of unresolved staff grievances or conflicts within the team.
  </li>
  <li>
   Ensures CSO's, Associate customer services, Senior Associate Customer services in the branch are trained with all the process related to customer service within specified TAT
   <br/>
   <br/>
  </li>
 </ul>
 Possess a superior knowledge of branch customer service management and provide training to the customer service team as and when needed.
 <br/>
 <br/>
 <ul>
  <li>
   Provide training to the customer services team as and when needed and solve difficulties beyond their expertise.
  </li>
  <li>
   Proactively identify areas for professional development of self and undertake development activities.
  </li>
  <li>
   Seek out opportunities to remain current with all developments in professional field.
  </li>
  <li>
   Hold meetings with staff and assess their performance and your teams overall performance on a regular basis.
  </li>
  <li>
   Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members.
  </li>
  <li>
   Identify development opportunities and activities for staff and facilitate/coach them to improve their effectives and prepare them to assume greater responsibilities.
   <br/>
   <br/>
  </li>
 </ul>
 <strong>
  Education And Experience Requirements
  <br/>
  <br/>
 </strong>
 <ul>
  <li>
   Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study),
  </li>
  <li>
   At least 6 years of relevant experience, preferably within a highly rated international bank.
  </li>
  <li>
   Well-informed of branch customer service practices and regulations
   <br/>
   <br/>
  </li>
 </ul>
 Note: you will be required to attach the following:
 <br/>
 <br/>
 <ul>
  <li>
   Resume/CV
  </li>
  <li>
   Passport
  </li>
  <li>
   QID
  </li>
  <li>
   Education Certificate
  </li>
  <li>
   Birth Certificate
  </li>
 </ul>
</div>


QNB3648 - Manager Customer Services (Qatarization)

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