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)

AGCO Corporation

<div><div><div><div><div>Date: Feb 23, 2026
</div></div></div></div><div><div><div><div>Req ID: 103337
</div></div></div></div><div><div><div><div>Location:
Pune, MH, IN
</div></div></div></div><div><div><div><div>Workplace Type: Hybrid/Remote
</div></div></div></div><div><div><div><div><div><p>Do you want to help solve the world's most pressing challenges? Feeding the world's growing population and slowing climate change are two of the world's greatest challenges. AGCO is a part of the solution! Join us to make your contribution.</p></div><div><br>
<div>
</div><p></p><div><p>We are looking for a Team Lead to join our Customer Care department, managing the EME market in a position based in Pune. The ideal candidate will have at least 5 years of experience, be ready to work across different time zones, and be fully committed to supporting their team on-site. Strong communication skills&mdash;with both the team and management, as well as with our customers&mdash;are essential. You will need to effectively identify, classify, and prioritize requests according to their urgency and importance. You will be expected to follow established procedures while also using your sound judgment and common sense to make decisions when processes are unclear or not fully adapted to the situation.</p></div><div><p><br>
</p></div><p></p><div><p><b>Your Impact</b></p>
</div>
<div><ul><li><p>Lead, coach, and develop a diverse customer service team; drive engagement and growth.</p>
</li>
</ul></div><div><ul><li><p>Keep a strong customer focus (&ldquo;Farmer First&rdquo;) and drive service excellence and continuous improvement.</p>
</li>
</ul></div><div><ul><li><p>Run the day-to-day: weekly team cadence, hiring/onboarding with HR, planning/coverage (peak periods, harvest, on-call), objectives and annual reviews.</p>
</li>
</ul></div><div><ul><li><p>Ensure visibility and accountability: clear reporting, proactive risk escalation, and aligned actions.</p>
</li>
</ul></div><div><ul><li><p>Ensure compliance and safety: global policies/standards, ethical leadership, integrity. Bring strong analytical and judgment skills: interpret KPI signals, decide in ambiguity, and explain decisions clearly.</p></li></ul></div><div><br>
<p>
</p></div><div></div><div><p><b>Your Experience and Qualifications</b></p>
</div>
<div><ul><li><p>Over 10 years of total experience, including 4&ndash;5 years in managing teams, mentoring, and overseeing performance reviews and appraisal cycles.
</p></li></ul></div><div><ul><li><p>Holds a graduate degree in any discipline.</p>
</li>
</ul></div><div><ul><li><p>Skilled in Microsoft Office applications, particularly Excel (basic VLOOKUP; Pivot Tables preferred) and PowerPoint.</p>
</li>
</ul></div><div><ul><li><p>Experienced in order management and back-office operations.</p>
</li>
</ul></div><div><ul><li><p>Knowledgeable in Salesforce CRM, Mainframe systems, ERP platforms, and SAP.</p></li></ul><br>
</div>
</div><p></p><div><div><p><b>Your Benefits</b></p>
</div>
<div><ul><li><p>GLOBAL DIVERSITY &ndash; Diversity means many things to us, different brands, cultures, nationalities, genders, generations &ndash; even variety in our roles. You make us unique!
</p></li></ul></div><div><ul><li><p>ENTERPRISING SPIRIT- Every role adds value. We're committed to helping you develop and grow to realize your potential.
</p></li></ul></div><div><ul><li><p>POSITIVE IMPACT &ndash; Make it personal and help us feed the world.
</p></li></ul></div><div><ul><li><p>INNOVATIVE TECHNOLOGIES - You can combine your love for technology with manufacturing excellence &ndash; and work alongside teams of people worldwide who share your enthusiasm.
</p></li></ul></div><div><ul><li><p>MAKE THE MOST OF YOU &ndash; Benefits include health care and wellness plans and flexible and virtual work option&hellip;&hellip;&hellip;.</p></li></ul></div><div><br>
<p>
</p></div><div></div><div><p><b>Your Workplace
</b></p></div><div><p>We value inclusion and recognize the innovation a diverse workforce delivers to our farmers. Through our recruitment efforts, we are committe to building a team that includes a variety of experiences, backgrounds, cultures and perspectives.</p></div><div><br>
<p>
</p></div><div><p><b>Join us as we bring agriculture into the future and !
</b></p></div><div><p>Please note that this job posting is not designed to cover or contain a comprehensive listing of all required activities, duties, responsibilities, or benefits and may change at any time with or without notice.</p><br>
</div>
<p></p><div><p><b>AGCO is proud to be an Equal Opportunity Employer</b></p></div><br>
</div>
</div></div></div></div><div></div><p><br>
<b>Job Segment: </b>Manager, SAP, ERP, Mainframe, Customer Service, Management, Technology</p></div><p></p>

Customer Care Team Lead

<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)

Stellantis

<div><p><b>Position Summary</b>:</p>
<p>The Lease Maturity Team Lead will be responsible for providing support, guidance, and coaching to a team of Lease Maturity Analysts. This role will oversee the day-to-day operations of the Lease Maturity Team and ensure they are executed smoothly and in accordance with company policies and procedures. The Lease Maturity Team Lead will collaborate with leadership on performance improvement strategies, managing customer and dealer escalations and/or disputes, assists with new hire training, and performs administrative end-of-lease tasks.</p>
<p><b>Essential Duties and Responsibilities</b>:</p>
<ul><li>Answer Lease Maturity team questions and provide guidance aligned with the lease maturity loyalty strategy, lease maturity collections strategy, and company policies and procedures.</li>
<li>Monitor workflow and distribute workload as needed, while managing escalated calls from customers and dealers</li>
<li>Collaborate with other departments to resolve escalated issues in a timely manner and keep all parties and leadership aware of resolutions.</li>
<li>Monitor agent performance and provide call coaching focused on improving conversations, business outcomes, and long-term accuracy and retention through timely feedback and follow-up</li>
<li>Manage customer communication and assist with end of lease related processes including scheduling inspections, returning the vehicle, extending the lease, and/or purchasing the vehicle.</li>
<li>Inform customers of any outstanding end of lease charges and collect on remaining balances such as wear and tear, excess mileage, remaining payments, and lease contract deficiency.</li>
<li>Process phone payments and set up and/or negotiate payment arrangements with customers as needed.</li>
<li>Execute administrative end of lease tasks, team performance reporting, or any other duties assigned as needed.</li>
</ul>
<p><b>Qualifications and Competencies Required</b> To perform this job successfully, an individual must be able to perform each essential duty satisfactorily. The requirements listed below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p>
<p><b>Required Experience:</b></p>
<ul><li>Minimum of 3 years of customer service, loan servicing, or quality monitoring experience.</li>
</ul>
<p><b>Education:</b></p>
<ul><li>High school diploma, GED or equivalent.</li>
</ul>
<p><b>Skills Required:</b></p>
<ul><li>Excellent verbal and written communication, interpersonal, and customer service skills.</li>
<li>Proficient with MS Office Suite applications such as Excel, Word, and PowerPoint.</li>
<li>Strong critical thinking, effective problem solving, negotiation, and de-escalation skills.</li>
<li>Demonstrate quality, accuracy, thoroughness, and flexibility in a high-paced and at times stressful environment.</li>
<li>Strong organizational, time management, and collaboration skills.</li>
<li>Mathematical skills include the ability to add, subtract, multiply, and divide in all units of measure, using whole number, common fractions, and decimals.</li>
<li><b>Overtime required &ndash; </b>required on an as needed basis.</li>
<li><b>Travel 0-10% - </b>as required on an as needed basis.</li>
<li><b>Must have reliable transportation and live within a commutable distance to one of the following cities: </b>Dallas, TX</li>
</ul>
<p><b>Qualifications Preferred:</b></p>
<ul><li>Experience working in a captive finance company and/or vehicle leasing environment is preferred.</li>
<li>Bachelor&rsquo;s or four-year college degree in any General Studies field.</li>
<li>Sales and collections department experience is a plus!</li>
</ul>
<p><b>Physical Demands</b> The physical demands described here are representative of those that must be met by an employee to successfully perform the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions.</p>
<p>While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel; reach with hands and arms and talk or hear. The employee is occasionally required to stand; walk and stoop, kneel, crouch, or crawl. The employee must occasionally lift and/or move up to 10 pounds. Specific vision abilities required by this job include close vision.</p>
<p><b>Work Environment</b> The work environment characteristics described here are representative of those an employee encounters while performing the essential functions of this job. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. The noise level in the work environment is usually moderate.</p>
<p><b>Work Schedule</b> This position requires the ability to work various shifts to accommodate business needs. Typically, between the hours of 8AM-6PM Monday through Friday and on weekends as needed.</p>
<p>Stellantis Financial Services, Inc (SFS) is an equal opportunity employer and is committed to providing its employees an environment that is free of harassment, discrimination, and intimidation. It is the policy of SFS to comply with all applicable employment laws and regulations and to provide equal opportunity for all qualified persons and to not discriminate against any employee or applicant for employment because of race, color, religion, sex, age, national origin, disability, pregnancy, sexual orientation, veteran status, gender identity or expression, change of sex, and/or transgender status or any protected status. Candidates must possess authorization to work in the United States. This policy applies to recruitment and placement, promotion, training, transfer, retention, rate of pay and all other terms and conditions of employment. Employment and promotion decisions will be based solely on merit, ability, achievement, experience, conduct and other legitimate business reasons.</p></div>

Lease Maturity Team Lead

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