sales executive

sales coordinator

technical sales engineer

client advisor

client relations associate

customer service team lead

Qatar National Bank

<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)

<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>09-Aug-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

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 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)

<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>
 The incumbent is responsible for development and integration of all QNB Financial Services (QNBFS) Customer Service delivery channels including Call Centre and Customer Service Help Desk. This includes overseeing the creation, management and development of the Company&rsquo;s Website, Online trading portal, Mobile applications, Notification messages and all customer-facing applications. The Assistant Manager will be responsible to ensure all branding plans / materials, and advertisements are up to QNBFS / QNB branding guidelines. In addition, the role will encompass oversight in leading, training and development of a team of customer service executives and call center dealers in providing efficient and quality service to customers while adhering to defined policies and procedures by QNB, QNBFS, the exchanges and regulators.
 <br/>
 <br/>
 Main Responsibilities
 <br/>
 <br/>
 <ul>
  <li>
   Shareholder &amp; Financial:
  </li>
  <li>
   Creating of Key Performance Indicators (KPIs) for the customer service / Call Centre performance monitoring and quality measurement purposes.
  </li>
  <li>
   Ensure that Customer Service and Call Centre staffs achieve performance objectives with the aim of contributing to volume, revenue, and profit.
  </li>
  <li>
   Provide input in related budgets to facilitate the delivery and execution of the company budget and strategy.
  </li>
  <li>
   Actively evaluate and ensure applying security and compliance requirements in the company&rsquo;s service delivery channel in consultation with information security and IT to minimize or eliminate opportunity for fraud and defalcation.
  </li>
  <li>
   Implements KPI&rsquo;s and best practices for Assistant Manager 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>
   Enhance the Group&rsquo;s image through pro-active customer-driven servicing of their needs.
  </li>
  <li>
   Maintain regular contact with QNBFS Business Heads, Managers and leaders to ensure full integration and fit of Branding &amp; Advertising goals and objectives with Business goals and objectives.
  </li>
  <li>
   Provide cross-sell leads to sales teams and ensure timely follow-up to ensure conversion.
  </li>
  <li>
   Monitor service quality indicators, and take corrective measures to ensure highest level of customer satisfaction and ensures all problems/complaints/queries handled quickly, efficiently and tactfully.
  </li>
  <li>
   Responsible for adhering to Group Communication guidelines in the look and feel of each delivery channel and customer segment.
  </li>
  <li>
   Timely resolution of escalated customer complaints
  </li>
  <li>
   To assist customers in all their queries on QNBFS&rsquo; 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>
   Increase customer satisfaction by developing, motivating and mentoring the Customer Service and Call Centre staff to achieve desired levels of quality, customer service and productivity.
  </li>
  <li>
   Actively evaluate / ensure security and compliance requirements are built into every self-service delivery channel in consultation with information security and IT to minimize or eliminate opportunity for fraud and defalcation.
  </li>
  <li>
   Use ongoing market research to develop service delivery channels that attract new customers to company and retain existing customers.
  </li>
  <li>
   Continuously revisit services delivery channels in order to identify emerging customer service opportunities and provide workable solutions.
  </li>
  <li>
   Promote the utilization of delivery channels to the company customers through marketing activities.
  </li>
  <li>
   Responsible for establishing and monitoring service level agreements with internal and external service providers to ensure high availability of every service channel that exceeds customer expectations.
  </li>
  <li>
   Works closely with Heads of Departments and segments to develop distribution via multi channels to support segment strategies.
  </li>
  <li>
   Internal (Processes, Products, Regulatory):
  </li>
  <li>
   Maintain customer services area files, database, records, registers and logs under control.
  </li>
  <li>
   Lead and direct the daily activities for Customer Service and Call centre unit including, but not limited to; Checking customers&rsquo; applications for different types of products and services:
  </li>
  <li>
   Conducting the beginning of day testing activity for all customer facing applications (Borsat, Wasata, QNBFS Trade, QNBFS Mobile Trading Application, QNBFS Trade Pro and all order status)
  </li>
  <li>
   Managing all the IPOs that take place in Qatar Stock Exchange and be the QNBFS representative with all QNB stakeholders for any new IPOs.
  </li>
  <li>
   Authorizing customers&rsquo; requests,
  </li>
  <li>
   Authorizing the daily work of the customer services staff,
  </li>
  <li>
   Following up suspended accounts especially active / inactive accounts with expired documents who still have cash or / and shares.
  </li>
  <li>
   Ensure implementation of all audit recommendations and minimize occurrence of any deviations during audit checks
  </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 QNBFS.
  </li>
  <li>
   Preparing management reports such as monthly / weekly clients turn over.
  </li>
  <li>
   Ensure that the team is adequately trained with correct service and product knowledge to enable them to carry out their Customer Service and Call Centre duties.
  </li>
  <li>
   Drive a level of excellence through the team that ensures a "world class" customer experience for every point of contact.
  </li>
  <li>
   Ensure implementation of Group&rsquo;s guidelines and recommend improvements to the same.
  </li>
  <li>
   Forecast volumes of customer interactions and work force requirements and manage effectively the staffing requirements for each task.
  </li>
  <li>
   Highlight process deficiencies where applicable, validate and provide quality inputs on process improvements based on feedback from customers.
  </li>
  <li>
   Implement UAT related to QNBFS projects.
  </li>
  <li>
   Ensure QNBFS business continuity.
  </li>
  <li>
   Continuous Improvement: [add if they have subordinates]
  </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 recognize 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>
   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>
   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>
   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 4 years of relevant experience, preferably within a highly rated international bank.
  </li>
  <li>
   Knowledge about Qatar Financial Markets Authority (QFMA) &amp; Qatar Exchange (QE) regulations.
  </li>
  <li>
   Highly customer-oriented.
  </li>
  <li>
   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.
   <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>


QNB3468 - Senior Manager - 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. Manage and provide consistent, timely and accurate service support to help maintain customer service levels to CB clients
 <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, Corporate 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>
   Build and maintain strong and effective relationship with the all other related units to achieve the Group&rsquo;s goals/objectives.
  </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.
   <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>


QNB3571 - Manager Corporate Customer Services (Qatarization)

Rapiscan Systems

<div>
 <p>
  Rapiscan Systems is a global leader in advanced detection technology, providing cargo and vehicle inspection systems for ports, borders, military, and high-security facilities worldwide. Our solutions combine cutting-edge X-ray technologies with exceptional imaging performance, reliability, and quality&mdash;helping customers detect threats and contraband with confidence.
 </p>
 <p>
  <strong>
   The Role
  </strong>
 </p>
 <p>
  We are looking for an experienced Service Delivery &amp; Program Manager to lead and manage the Service Programme in Qatar. This role is responsible for ensuring operational excellence across service delivery, customer satisfaction, commercial performance, and team leadership.
 </p>
 <p>
  Based primarily in Doha, the role requires regular interaction with customers, distributors, and internal stakeholders, with occasional travel to customer sites at short notice.
 </p>
 <p>
  <strong>
   Key Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Own and manage all aspects of the Service Programme in Qatar, ensuring delivery against customer requirements and KPIs
  </li>
  <li>
   Act as the single point of contact and escalation for all service-related matters
  </li>
  <li>
   Lead, manage, and develop the in-country field service team, including rostering, annual leave, performance management, and annual reviews
  </li>
  <li>
   Manage distributor relationships, including performance reviews, feedback sessions, and continuous improvement initiatives
  </li>
  <li>
   Proactively manage customer relationships through regular reviews, site visits, and performance reporting
  </li>
  <li>
   Oversee service contracts, including PO tracking, invoicing, payment follow-ups, and achievement of projected monthly revenue
  </li>
  <li>
   Prepare and manage service budgets per site, including installation costs and financial performance tracking
  </li>
  <li>
   Provide regular internal and customer-facing reports using CRM data and KPIs
  </li>
  <li>
   Develop and implement service standards, processes, and quality management systems
  </li>
  <li>
   Coordinate with Projects, Engineering, Product Line, Sales, Contract Management, and EMEA Service teams
  </li>
  <li>
   Escalate technical issues to Engineering and drive timely resolution
  </li>
  <li>
   Support tenders and bids in collaboration with Sales, Projects, and Bid teams
  </li>
  <li>
   Ensure compliance with health, safety, regulatory, and risk mitigation requirements
  </li>
  <li>
   Take on authorised signatory responsibilities in-country, including visas, residency renewals, and sponsorship transfers
  </li>
  <li>
   Oversee inventory planning, logistics, and regulatory compliance
  </li>
  <li>
   Support asset management strategies to optimise equipment performance and lifecycle
  </li>
 </ul>
 <p>
  <strong>
   Experience &amp; Skills
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    Proven experience in service delivery, Program management, or operations management
   </strong>
  </li>
  <li>
   Demonstrated people management experience in a technical or engineering environment
  </li>
  <li>
   Strong stakeholder management and customer-facing skills
  </li>
  <li>
   Degree in Engineering (Electrical or Mechanical) or Management; PMP desirable
  </li>
  <li>
   <strong>
    Knowledge of baggage handling systems operation and maintenance is a strong advantage
   </strong>
  </li>
  <li>
   Fluency in Arabic and English is essential
  </li>
  <li>
   Strong financial and commercial acumen related to service operations
  </li>
  <li>
   Advanced proficiency in MS Office (Word, Excel, PowerPoint, Power BI, Project)
  </li>
  <li>
   Experience with CRM systems; ERP exposure (SAP or Navision) is beneficial
  </li>
  <li>
   Excellent communication, problem-solving, prioritisation, and time-management skills
  </li>
 </ul>
 <p>
  <strong>
   What We Offer
  </strong>
 </p>
 <p>
  A strategic leadership role within a global, technology-driven organisation, offering the opportunity to shape service delivery and customer experience in a key regional market, supported by a competitive compensation and benefits package.
 </p>
</div>


Service Delivery & Program Manager

Penta Consulting

<div>
 <p>
  Penta Consulting are a technology service provider and leading outsourced partner helping to deliver professional and managed solutions across EMEA.
 </p>
 <p>
  <br/>
 </p>
 <p>
  If you&rsquo;re a seasoned security professional who thrives in complex environments and enjoys leading high‑impact customer engagements, this is an opportunity to work at the forefront of enterprise‑grade network security. Join a team where your expertise will directly influence customer success and shape secure infrastructure strategies.
 </p>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Role &amp; Responsibilities
  </strong>
 </p>
 <ul>
  <li>
   Take a
   <strong>
    lead role in customer support activities
   </strong>
   , guiding less experienced engineers or partner teams to ensure successful outcomes.
  </li>
  <li>
   Deliver
   <strong>
    subscription-based support services
   </strong>
   directly at customer premises, engaging closely with end customers.
  </li>
  <li>
   Lead the
   <strong>
    implementation of best‑practice security recommendations
   </strong>
   across large‑scale infrastructures, developing procedures that minimize service impact.
  </li>
  <li>
   Collaborate daily with a team of highly skilled engineers, supporting critical network infrastructure while representing Cisco with professionalism and technical excellence.
  </li>
 </ul>
 <p>
  <br/>
 </p>
 <p>
  <strong>
   Minimum Qualifications
  </strong>
 </p>
 <ul>
  <li>
   <strong>
    10+ years of security experience
   </strong>
   , with at least
   <strong>
    8 years focused specifically on network security
   </strong>
   .
  </li>
  <li>
   Expert‑level troubleshooting skills in
   <strong>
    large‑scale network environments
   </strong>
   , using Cisco and ideally multi‑vendor security products.
  </li>
  <li>
   Strong customer‑facing abilities, including
   <strong>
    technical account liaison
   </strong>
   , consulting, and relationship management.
  </li>
  <li>
   Deep hands‑on expertise with key Cisco security technologies, including:
  </li>
  <li>
   <strong>
    Cisco ISE
   </strong>
   (ACS to ISE migrations, wired/wireless deployments, profiling, posturing, pxGrid integrations)
  </li>
  <li>
   <strong>
    Cisco NGFW
   </strong>
   (FTD and ASA) for firewalling and VPN
  </li>
  <li>
   Experience with additional technologies such as
   <strong>
    Cisco Stealthwatch
   </strong>
   is highly desirable.
  </li>
  <li>
   Expert knowledge in
   <strong>
    network security design and configuration
   </strong>
   , including Cisco routers, firewalls, and a broad range of security platforms.
  </li>
  <li>
   <strong>
    CCIE Security certification
   </strong>
   required
  </li>
 </ul>
 <p>
 </p>
</div>


Senior Network Security Engineer

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