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customer service manager

Keeta

<div>
 <p>
  <strong>
   We&rsquo;re Hiring:
  </strong>
  <strong>
   Customer Service Manager of Business Process Innovation
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <p>
  Keeta is an independent brand of Meituan, the world's largest tech-driven retail company. Keeta is revolutionizing the food delivery space. As a dynamic and innovative global platform, Keeta leverages cutting-edge technology to provide fast, reliable, and seamless food delivery experiences. With the mission "We help people eat better, live better", Keeta launched in 2023 and has rapidly expanded across key regions, including Hong Kong and now in Middle East.
 </p>
 <p>
  <br/>
 </p>
 <p>
  Are you passionate about revolutionizing customer service in the takeaway industry? Do you have a knack for designing seamless service journeys that cater to users, merchants, and riders alike? If so, we have an exciting opportunity for you!
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What You&rsquo;ll Do
  </strong>
 </p>
 <ul>
  <li>
   Output service rules for the takeaway industry, including the user side, merchant side and rider side, to ensure a balanced experience on all three sides.
  </li>
  <li>
   Design the whole chain service journey from AI customer service to manual customer service, including service routing, service layering, service risk control and etc..
  </li>
  <li>
   Design takeaway journeys and scenarios in line with Qatar customers' habits, and output applicable service processes, solutions and communication tactics.
  </li>
  <li>
   The design targets frontline customer service in the customer service center, ensuring that the process is clear, concise and easy to operate, and optimizing the process to improve customer service resolution.
  </li>
  <li>
   Analyze service data and customer voices, continuously discover user pain points, and feedback to business improvement to reduce the occurrence of problems.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Why Keeta?
  </strong>
 </p>
 <ul>
  <li>
   Innovation-Driven: Keeta uses the advanced technology solutions to disrupt the traditional food delivery landscape, making every order smarter and faster.
  </li>
  <li>
   Fast-Growing &amp; Dynamic: Keeta is expanding quickly, offering endless opportunities for personal and professional growth.
  </li>
  <li>
   Global Impact: Join a company that&rsquo;s transforming the way people enjoy food, impacting communities around the world.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   What We&rsquo;re Looking For
  </strong>
 </p>
 <ul>
  <li>
   Understand the takeaway industry and the current market demand, know the service rules of customer, merchant and rider.
  </li>
  <li>
   Experienced in service process design, and have insignt in full service journey customer experience management
  </li>
  <li>
   Have strong data analysis ability, problem insight and communication and collaboration skills, clear thinking, can accurately recognize the problem and propose improvement programs.
  </li>
  <li>
   Have a sense of service, able to think customer-centered.
  </li>
  <li>
   Have rigorous and practical work attitude, strong sense of responsibility, can accept cross-country travel.
  </li>
  <li>
   Possess experience in the Middle Eastern market, with proficiency in Urdu, English/ Arabic.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  Ready to make an impact? Apply now &amp; let&rsquo;s shape the future together!
 </p>
 <p>
  <strong>
   Location: Doha, Qatar
  </strong>
 </p>
 <p>
  Interested? Apply now
 </p>
</div>


Customer Service Manager of Business Process Innovation

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>Retail Banking
</div></li><li><div><b>Department</b>
</div><div>Retail Banking
</div></li><li><div><b>Location</b>
</div><div>Doha, Qatar
</div></li><li><div><b>Closing Date</b>
</div><div>03-Oct-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 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.</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>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></ul><p></p><p><b>
B. Customer (Internal &amp; External):</b></p><ul><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></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 &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><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>
</div></div><div><div><h5 class="jobSectionHeader"><b>Education and Experience Requirements</b></h5>
</div><div><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</li></ul>
</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>Passport</li></ul>
<ul><li>QID</li></ul>
<ul><li>Education Certificate
</li></ul><ul><li>Birth Certificate</li></ul></div></div></div></div></div><div></div>

Manager Customer Services

TOD MENA

<div>
 <p>
  <strong>
   Position Summary:
  </strong>
 </p>
 <p>
  The Customer Care Manager is responsible for leading TOD&rsquo;s customer care function across service, support, and customer-related commercial activities. The role oversees day-to-day customer care operations, including contact center performance, service delivery, account support, issue resolution, and initiatives that contribute to customer satisfaction, retention, and revenue optimization.
 </p>
 <p>
  This role plays a key part in ensuring that customer interactions are handled efficiently and professionally across all touchpoints, while also identifying opportunities to improve service quality, operational effectiveness, customer loyalty, and commercial outcomes.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Key Responsibilities and Accountabilities:
  </strong>
 </p>
 <ul>
  <li>
   Lead and manage the end-to-end customer care function across customer support, service delivery, and customer account management.
  </li>
  <li>
   Oversee contact center operations and ensure service levels, quality standards, and response times are achieved.
  </li>
  <li>
   Drive continuous improvement in customer care processes, workflows, and operating procedures to enhance efficiency and customer satisfaction.
  </li>
  <li>
   Manage customer escalations and ensure timely resolution of complex issues in coordination with relevant internal stakeholders.
  </li>
  <li>
   Monitor customer feedback, complaints, and service trends to identify root causes and recommend corrective actions.
  </li>
  <li>
   Support retention and revenue-related initiatives through effective management of renewals, upselling opportunities, and customer engagement activities where applicable.
  </li>
  <li>
   Collaborate with Product, Technology, Marketing, Finance, and other internal teams to improve the overall customer journey and service experience.
  </li>
  <li>
   Establish and monitor KPIs, dashboards, and reporting related to service performance, customer satisfaction, retention, and team productivity.
  </li>
  <li>
   Contribute to budget planning and cost control within the customer care function, ensuring efficient use of resources.
  </li>
  <li>
   Assess operational risks within the function and implement appropriate controls, governance, and mitigation actions.
  </li>
  <li>
   Lead, coach, and develop the customer care team to ensure high performance, accountability, and a customer-centric culture.
  </li>
  <li>
   Ensure policies, processes, and customer interactions are aligned with company standards, compliance requirements, and business objectives.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Qualifications
  </strong>
 </p>
 <p>
  <br/>
 </p>
 <ul>
  <li>
   Bachelor&rsquo;s degree in business administration, Management, Marketing, Communications, or a related field, master&rsquo;s degree is an advantage.
  </li>
  <li>
   Minimum 10 years of relevant experience in customer care, customer service, customer operations, or contact center management.
  </li>
 </ul>
 <p>
 </p>
</div>


Customer Care Manager

Qatar Airways

<div><div><div><div><div><div><h3 class="jobSectionHeader"><b>General Information
</b></h3></div></div><div><div><div><div>Ref #
</div><div>227854
</div></div><div><div>Location
</div><div>Qatar-Doha
</div></div><div><div>Job family
</div><div>Customer Service
</div></div><div><div><ul><li>Closing Date: 2026-04-22</li></ul><br>
</div></div></div></div></div><div></div><div><h3 class="jobSectionHeader"><b>Description
</b></h3></div><div></div><div><div><div><div><p><b>About the Role:</b></p><p>
Qatar Airways are pleased to announce an incredibly exciting opportunity to join our lounges team as an Operations Manager - Al Maha Services who will manage a safe and cost-effective operation of Al Maha services and Al Maha lounges operations. Liaise with service suppliers and stakeholders to ensure QR customer service standards are met or exceeded at all times, and ensure that a high quality of service is maintained which surpasses competitor standards. Manage the operations smoothly ensuring the internal and external customer needs are met, while working along with the Al Maha Services Sales Manager to ensure Al Maha Services generates an overall revenue to the business.</p><p>
</p><p><b>Operational:</b></p><ul><li><p>
Contribute to the design, development, continuous improvement and introduction of Al Maha Operations &amp; Services concepts within the unit.</p></li><li><p>
Ensure that all Al Maha Services, Al Maha and Oryx lounges are well maintained and adequately stocked with food, beverage items and amenities, and with adequate availability to ensure an exemplary experience. Also ensure that it operates within a pre-defined budget, working with other business units to achieve the end goal of operational efficiency</p></li><li><p>
Ensure cost saving programs and lean models are in place to augment the financial position without compromising of service standards and quality.</p></li><li><p>
Works with stakeholders and administration to oversee and supervise the process of checking the stock level and ordering supplies.</p></li><li><p>
Involved in assessing and designing Al Maha specific training to best support future planning and customer service goals and to support the customer journey map.</p></li><li><p>
Support Line Manager to market services to encourage greater passenger usage of certain aspects of the Al Maha services/lounges through strategic operational sales plans and work in harmony with the Al Maha Services Sales manager on commercial initiatives and programs</p></li><li><p>
Drive the successful implementation of corporate initiatives as per the instructions of Senior Management.</p></li><li><p>
Develop and implement procedures to make Al Maha Services a recognised service provider within HIA and GCC. Successfully implement Al Maha Services to customers with a 5-star service at all times.</p></li><li><p>
Submit annual strategic reviews and ideas to higher management of the overall functioning of the department Recommend, suggest and implement new products and services to higher management based on analysis of passenger feedback, data collection and market research.</p></li><li><p>
Support modernizations, innovations and improvement plans within the Al Maha and Oryx Lounges.</p></li><li><p>
Ensure the reliability and uniformity of services are maintained, and work towards providing a unique customer experience keeping a strategic eye on productivity of staff levels.</p></li><li><p>
Responsible to interview, hire, train and develop a varied team of staff in all areas of sales and frontline operations, thereby ensuring consistency in services.</p></li><li><p>
Responds and intervenes with customer complaints and suggestions as and when necessary. Contributes to plans of prevention of customer complaints, systems to minimize complaints through root cause analysis and a recovery process of complaints, to ensure best service.</p></li><li><p>
Initiates processes with an aim to increase profitability and reduce costs without compromising quality in passenger services within Al Maha Services.</p></li><li><p>
Ensure revenue targets are met and exceeded for an efficient running of the business unit.</p></li><li><p>
Perform other department duties related to his/her position as directed by the Head of the Department</p></li></ul><p>
<b>About Qatar Airways Group</b></p><p>
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We&rsquo;ve grown fast, broken records and set trends that others follow. We don&rsquo;t slow down by the fear of failure. Instead, we dare to achieve what&rsquo;s never been done before. So whether you&rsquo;re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.</p>
</div></div></div></div><div><div><div><h3 class="jobSectionHeader"><b>Qualification
</b></h3></div></div><div><div><div><div><p><b>About you:</b></p><p><b>
Qualifications and Experience:</b></p><p>
High School Qualification / Vocational Qualification [Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 7 years of job-related experience OR Bachelor's Degree or Equivalent with Minimum 6years of job-related experience</p><p><b>
Essential</b></p><ul><li><p>
Previous work experience in a similar discipline.</p></li><li><p>
Experience in managing operations</p></li><li><p>
Experience in mana in teams in a customer service industry</p></li><li><p>
Practical and technical knowledge.</p></li><li><p>
Command of English language</p></li><li><p>
Knowledge managing workflow and lead a multicultural team.</p></li><li><p>
Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members.</p></li></ul><p><b>
Be part of an extraordinary story</b></p><p>
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You&rsquo;ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what&rsquo;s never been done before.</p><p>
Together, everything is possible</p>
</div></div><div><div>https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&amp;job=227854</div></div></div></div></div></div></div></div><div></div>

Operations Manager - Al Maha Services

<div><div><div><div><div><div><h3 class="jobSectionHeader"><b>General Information
</b></h3></div></div><div><div><div><div>Ref #
</div><div>227852
</div></div><div><div>Location
</div><div>Qatar-Doha
</div></div><div><div>Job family
</div><div>Customer Service
</div></div><div><div><ul><li>Closing Date: 2026-04-22</li></ul><br>
</div></div></div></div></div><div></div><div><h3 class="jobSectionHeader"><b>Description
</b></h3></div><div></div><div><div><div><div><p><b>About the role:</b></p><p>
Qatar Airways are pleased to announce an incredibly exciting opportunity to join our Lounges team as a HIA Lounges Manager who will manage a safe work environment and cost-effective operation by liaising with service suppliers and stakeholders to ensure QR customer service standards are met or exceeded at all times. Ensure high quality of service is maintained which surpasses competitor standards by managing the operations smoothly to ensure internal and external customer needs are met. Work along with commercials sales and lounges team to ensure overall revenue of the business is achieved. Manage duty managers/officers by ensuring standards and procedures are followed while all company values are achieved by all staff through robust performance management strategies. Ensure effective coordination with internal and external airport agencies and authorities to assure delivery of highest standard of services. Deliver the Senior Management vision and strategy that aligns with the company&rsquo;s vision.</p><p><b>
Operational</b></p><ul><li><p>
Suggest new and innovative projects to the Management by regularly analyzing customer feedback and by reviewing product quality and standards. Constantly strive to upgrade the product and services quality to uplift the existing standards.</p></li><li><p>
Ensure that all approved enhancements concerning Lounge infrastructure, facilities, training and skill development of staff and service delivery standard, are to be achieved within the laid down time under budgetary allocation. Identify departmental training needs and the implementation of training programs to ensure employees are well trained to provide exceptional services to customers.</p></li><li><p>
Manage lounge operations, along with ensuring that products and services offered to the customers are reviewed as per Standard Operating Procedures (SOPs) on a regular basis and adopt necessary changes for smooth operations.</p></li><li><p>
Constantly plan and review the laid down procedures/processes for achieving departmental and company targets by developing the required skills in a time bound manner.</p></li><li><p>
Assist Line Manager in developing policies and procedures to enhance and ensure strict quality procedures are followed, continuously update written policies and procedures to reflect state-of-the-art techniques, equipment and terminology within specified areas of the lounges.</p></li><li><p>
Support department and line manager with operational/administrative issues in order to enhance standard of productivity and service deliveries matching Qatar Airways&rsquo;5 star set standards.</p></li><li><p>
Investigate and conclude incidents or accidents report in most judicious manner and compile a report as lay down under group directives.</p></li><li><p>
Manage crisis management program in the event of incident or accident and be fully familiar with the local emergency response plan through regular trainings and constantly evaluate for further improvement in regular manner. Report to line manager on irregular lounge operations, in advance when possible and as soon as the situation arises, ensure operations are running smoothly.</p></li><li><p>
Establish standard controls that assure a high level of quality control and consistency to mainly develop and implement processes within lounges for new services and service standards through CDMS, Standard Operating Procedures (SOPs), evaluations, workshops and meetings.</p></li><li><p>
Identify benchmarks within the airline/service industry and develop concepts to raise the service delivery level implementing customer service enhancements.</p></li><li><p>
Establish measurable Key Performance Indicators for the section in accordance with the set of business targets given for the financial year.</p></li><li><p>
Perform other department duties related to his / her position as directed by the Head of the Department</p></li></ul><p>
About Qatar Airways Group</p><p>
Our story started with four aircraft. Today, we deliver excellence across 12 different businesses coming together as one. We&rsquo;ve grown fast, broken records and set trends that others follow. We don&rsquo;t slow down by the fear of failure. Instead, we dare to achieve what&rsquo;s never been done before. So whether you&rsquo;re creating a unique experience for our customers or innovating behind the scenes, every person contributes to our proud story. A story of spectacular growth and determination. Now is the time to bring your best ideas and passion to a place where your ambition will know no boundaries, and be part of a truly global community.</p>
</div></div></div></div><div><div><div><h3 class="jobSectionHeader"><b>Qualification
</b></h3></div></div><div><div><div><div><p><b>About You:</b></p><p>
High School Qualification / Vocational Qualification /Diploma or Equivalent (Type of Diploma Based on Role) with Minimum 7 years of job-related experience OR Bachelor&rsquo;s Degree or Equivalent with Minimum 6 years of job-related experience.</p><p><b>
Essential</b></p><ul><li><p>
Minimum 6 years of job-related experience in a Luxury hotel/Airport Lounges or in a similar establishment</p></li><li><p>
Previous management of a Front Office</p></li><li><p>
Practical and technical knowledge</p></li><li><p>
Command of English language</p></li><li><p>
Manage workflow and lead a multicultural team</p></li><li><p>
Managerial skills - Ability to delegate work, set clear direction and manage workflow. Strong mentoring and coaching skills. Ability to train and develop subordinate's skills. Ability to foster teamwork among team members</p></li></ul><p><b>
Preferred</b></p><ul><li><p>
Hospitality background/Hotel experience</p></li><li><p>
Food and Beverage experience in a 5-star environment will be an added benefit</p></li><li><p>
GCC experience</p></li></ul><p><b>
Be part of an extraordinary story</b></p><p>
Your skills. Your imagination. Your ambition. Here, there are no boundaries to your potential and the impact you can make. You&rsquo;ll find infinite opportunities to grow and work on the biggest, most rewarding challenges that will build your skills and experience. You have the chance to be a part of our future, and build the life you want while being part of an international community. Our best is here and still to come. To us, impossible is only a challenge. Join us as we dare to achieve what&rsquo;s never been done before.</p><p>
Together, everything is possible</p><p>
</p></div></div><div><div>https://aa115.taleo.net/careersection/QA_External_CS/jobapply.ftl?lang=en&amp;job=227852</div></div></div></div></div></div></div></div><div></div>

HIA Lounges Manager

<div>Job Purpose Summary<p><br>
The incumbent is mainly responsible assisting the Manager Card Center Customer Service to achieve the set objective and to provide efficient, friendly and quality service to cardholders and merchants. The incumbent will also ensure to educate the cardholders &amp; merchants the use of latest technologies (viz. chip card, contactless, mobile payments).</p>
Essential Duties &amp; Responsibilities by Dimensions<p><b><br>
A. Shareholder &amp; Financial:</b></p><ul><li>Act as a problem solver for cardholder and merchant by liaising the activities between branches and operations.</li><li>Assist the Manager in providing training to customer service representatives of branches at regular intervals to enforce procedural requirements which in turn increase customer satisfaction.</li><li>Provide training to Customer Care Centre, Branches and DSA's.</li><li>Recommend change in card processing process to improve customer services, reduce customer complaints and increase satisfaction level.</li><li>Implements KPI's and best practices for Senior Associate, Card Center 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></ul><p></p><p><b>
B. Customer (Internal &amp; External):</b></p><ul><li>Responsible for sensitizing the department to the needs of the customer and lead the customer focus initiative in the entire department.
</li><li>Negotiate and finalize Service Level Agreements (SLAs) with internal departments/ units to achieve improvements in turnaround time which will also help increase external customer satisfaction.</li><li>Enhance relationships with VISA and MasterCard and other brand affiliates (including alliance partners for reward programs).</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>Responsible for resolving all customer queries related to card issuing or acquiring business.</li><li>Avoid delay in responding to customers' requests/call</li><li>Carry out mystery shopping on competitor card products.</li><li>Update comparative pricing structure for all Banks issuing cards in Qatar.</li><li>Making sure that credit cardholders statements are delivered on time.</li><li>Resolve the queries related to non-receipt of card statements.</li><li>Ensure that timely delivery of e-statements for cardholders.</li><li>Ensure that every cardholder receives SMS service.
</li><li>Compile and present relevant MIS on periodic basis for the Head of Cards, GM Retail Banking and the Group's executive management.</li><li>Conduct reviews of the various card products in use at periodic intervals and provide a feedback on their performance to the Head of Cards.</li><li>Monitor and manage the day-to-day relationships with external Direct Sales Agents (DSAs).
</li><li>Hold meetings with direct reports and assess their performance/ address their concerns as well as the Department's overall performance on a regular basis.</li></ul><p>
- Lead the benchmarking process to determine the Group's standing vis-&agrave;-vis its competitors and give the Group a competitive edge in the credit cards business.
</p><ul><li>Handle queries regarding requests for new/ renewed cards not yet issued received from branches/ other units or directly from the customers.</li><li>Ensure consistent delivery of customer satisfaction and problem resolution, either directly by card center staff of through liaison with other departments.</li><li>Monitor performance against the agreed TAT as specified in internal SLAs
</li></ul><p></p><p><b>D. Learning &amp; Knowledge:</b></p><ul><li>Possess working knowledge of branch customer service to carry out duties and responsibilities.</li><li>Identify related areas for professional development of self.</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 and Experience Requirements<ul><li><br>
College Diploma</li><li>OR 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 2 years of relevant experience, preferably within a highly rated international bank.</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><p></p>

Senior Associate Card Center Customer Service (Qatarization)

<div></div><div><div><ul><li><div><b>Business Unit</b>
</div><div>QNB - Qatar
</div></li><li><div><b>Division</b>
</div><div>Retail Banking
</div></li><li><div><b>Department</b>
</div><div>Retail Banking
</div></li><li><div><b>Location</b>
</div><div>Doha, Qatar
</div></li><li><div><b>Closing Date</b>
</div><div>29-Jul-2028
</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 is mainly responsible assisting the Manager Card Center Customer Service to achieve the set objective and to provide efficient, friendly and quality service to cardholders and merchants. The incumbent will also ensure to educate the cardholders &amp; merchants the use of latest technologies (viz. chip card, contactless, mobile payments).</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>Act as a problem solver for cardholder and merchant by liaising the activities between branches and operations.</li><li>Assist the Manager in providing training to customer service representatives of branches at regular intervals to enforce procedural requirements which in turn increase customer satisfaction.</li><li>Provide training to Customer Care Centre, Branches and DSA&rsquo;s.</li><li>Recommend change in card processing process to improve customer services, reduce customer complaints and increase satisfaction level.</li><li>Implements KPI&rsquo;s and best practices for Senior Associate, Card Center 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></ul><p></p><p><b>
B. Customer (Internal &amp; External):</b></p><ul><li>Responsible for sensitizing the department to the needs of the customer and lead the customer focus initiative in the entire department.
</li><li>Negotiate and finalize Service Level Agreements (SLAs) with internal departments/ units to achieve improvements in turnaround time which will also help increase external customer satisfaction.</li><li>Enhance relationships with VISA and MasterCard and other brand affiliates (including alliance partners for reward programs).</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>Responsible for resolving all customer queries related to card issuing or acquiring business.</li><li>Avoid delay in responding to customers&rsquo; requests/call</li><li>Carry out mystery shopping on competitor card products.</li><li>Update comparative pricing structure for all Banks issuing cards in Qatar.</li><li>Making sure that credit cardholders statements are delivered on time.</li><li>Resolve the queries related to non-receipt of card statements.</li><li>Ensure that timely delivery of e-statements for cardholders.</li><li>Ensure that every cardholder receives SMS service.
</li><li>Compile and present relevant MIS on periodic basis for the Head of Cards, GM Retail Banking and the Group&rsquo;s executive management.</li><li>Conduct reviews of the various card products in use at periodic intervals and provide a feedback on their performance to the Head of Cards.</li><li>Monitor and manage the day-to-day relationships with external Direct Sales Agents (DSAs).
</li><li>Hold meetings with direct reports and assess their performance/ address their concerns as well as the Department&rsquo;s overall performance on a regular basis.</li></ul><p>
- Lead the benchmarking process to determine the Group&rsquo;s standing vis-&agrave;-vis its competitors and give the Group a competitive edge in the credit cards business.
</p><ul><li>Handle queries regarding requests for new/ renewed cards not yet issued received from branches/ other units or directly from the customers.</li><li>Ensure consistent delivery of customer satisfaction and problem resolution, either directly by card center staff of through liaison with other departments.</li><li>Monitor performance against the agreed TAT as specified in internal SLAs
</li></ul><p></p><p><b>D. Learning &amp; Knowledge:</b></p><ul><li>Possess working knowledge of branch customer service to carry out duties and responsibilities.</li><li>Identify related areas for professional development of self.</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 and Experience Requirements</b></h5>
</div><div><ul><li>College Diploma</li><li>OR 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 2 years of relevant experience, preferably within a highly rated international bank.</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>Passport</li></ul>
<ul><li>QID</li></ul>
<ul><li>Education Certificate
</li></ul><ul><li>Birth Certificate</li></ul></div></div></div></div></div><div></div>

Senior Associate Card Center Customer Service

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