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customer services manager

Starlink Qatar

<div>
 
 We are looking for a Customer Success Manager to own the successful delivery and ongoing management of Company&rsquo;s Managed Security Services (MSS). This role is focused on ensuring cybersecurity projects are delivered on time, customers are satisfied with the service, and long-term relationships are maintained and grown. The ideal candidate understands managed security services, has experience working with customers in the Qatar market, and can balance service delivery with commercial responsibilities such as renewals, upsell, and cross-sell.
 
 
 
 
 
 
 Key Responsibilities:
 
 
 <ul>
 <li>
 Own end-to-end delivery of managed security service projects, ensuring smooth onboarding and successful project closure.
 </li>
 <li>
 Act as the primary point of contact for customers during service delivery and ongoing operations.
 </li>
 <li>
 Build and maintain strong, long-term customer relationships through regular engagement and clear communication.
 </li>
 <li>
 Ensure customers clearly understand the value and scope of the managed security services being delivered.
 </li>
 <li>
 Manage service reviews, operational meetings, and performance discussions with customers
 </li>
 <li>
 Handle customer renewals and support upsell and cross-sell opportunities in collaboration with sales teams.
 </li>
 <li>
 Coordinate customer billing activities, ensuring accuracy, timely invoicing, and compliance with company's internal governance and approval processes.
 </li>
 <li>
 Work closely with finance, delivery, and internal stakeholders to resolve billing or commercial issues.
 </li>
 <li>
 Identify customer risks, concerns, and improvement areas early, and drive resolution with internal teams.
 </li>
 <li>
 Work closely with SOC and delivery teams to ensure service quality and SLA adherence.
 </li>
 <li>
 Act as the customer advocate internally to improve service experience and retention.
 </li>
 </ul>
 
 
 
 
 
 What We Are Looking For?
 
 
 <ul>
 <li>
 Proven experience delivering cybersecurity or managed security service projects
 </li>
 <li>
 Demonstrated ability to successfully close projects and transition customers into steady-state operations
 </li>
 <li>
 Strong customer-facing and communication skills
 </li>
 <li>
 Experience working in the Qatar market with an MSSP or System Integrator
 </li>
 <li>
 Experience managing customer renewals, billing coordination, and exposure to upsell and cross-sell
 </li>
 <li>
 Ability to work within structured governance, finance, and compliance processes
 </li>
 </ul>
 
 
 
 
 
 Education Qualification
 
 
 <ul>
 <li>
 Bachelor&rsquo;s degree in Information Technology, Computer Engineering, Cybersecurity, Business Administration, or a related discipline
 </li>
 <li>
 Industry certifications related to cybersecurity, project delivery, or IT service management (e.g., security, ITIL, PMP) are desirable but not mandatory
 </li>
 </ul>
</div>

Customer Success Manager – MSS

Qatar National Bank

<div>Job Purpose Summary 
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.
Essential Duties &amp; Responsibilities by Dimensions 
A. Shareholder &amp; Financial:<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>
B. Customer (Internal &amp; External):<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>
C. Internal (Processes, Products, Regulatory):<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>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></ul>
D. Learning &amp; Knowledge:<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>
Possess a superior knowledge of branch customer service management and provide training to the customer service team as and when needed.
<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> 
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> 
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>

Manager Customer Services (Qatarization)

QNB Group

<div>
 
 About QNB
 
 
 
 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.
 
 
 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.
 
 
 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.
 
 
 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.
 
 
 QNB Group has an active community support program and sponsors various social, educational and sporting events.
 
 
 
 Job Purpose Summary
 
 
 
 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.
 
 
 
 Essential Duties &amp; Responsibilities By Dimensions
 
 
 
 <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
 
 
 </li>
 </ul>
 Possess a superior knowledge of branch customer service management and provide training to the customer service team as and when needed.
 
 
 <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>
 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>
 Note: you will be required to attach the following:
 
 
 <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>
 
 About QNB
 
 
 
 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.
 
 
 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.
 
 
 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.
 
 
 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.
 
 
 QNB Group has an active community support program and sponsors various social, educational and sporting events.
 
 
 
 Job Summary
 
 
 
 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.
 
 
 Main Responsibilities
 
 
 <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.
 
 
 </li>
 </ul>
 
 Education And Experience Requirements
 
 
 
 <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.
 
 
 </li>
 </ul>
 Note: you will be required to attach the following:
 
 
 <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>
 
 About QNB
 
 
 
 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.
 
 
 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.
 
 
 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.
 
 
 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.
 
 
 QNB Group has an active community support program and sponsors various social, educational and sporting events.
 
 
 
 Job Purpose Summary
 
 
 
 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
 
 
 
 Essential Duties &amp; Responsibilities By Dimensions
 
 
 
 <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.
 
 
 </li>
 </ul>
 
 Education And Experience Requirements
 
 
 
 <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>
 Note: you will be required to attach the following:
 
 
 <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)

Sephora

<div>At Sephora, beauty is about feeling seen, valued, and empowered, individually and collectively. It is connecting deeply with others, celebrating diversity and inclusivity, unlocking your potential and making a difference every day. Together, we belong to something beautiful. 
Since its inception in 1969 in Limoges, France, and as part of the LVMH Group since 1997, Sephora has been disrupting the prestige beauty retail industry. Today, Sephora continues to break with convention to drive its mission: champion a world of inspiration and inclusion where everyone can celebrate their beauty. 
With 56,000 employees in 35 countries, we connect customers and beauty brands within the world&rsquo;s most passionate beauty community. With a curation of nearly 500 brands, and our own label, Sephora Collection, we offer the most unique and diverse range of products: fragrances, makeup, hair care, skincare... and much more. 
You will excel and enjoy this position if you are ready to actively handle the following missions :<div> 
Client Experience:</div> 
<div></div><ul><li>
Embody Sephora Attitude and set an example in front of the team.</li></ul><ul><li>
Provide support to the team in difficult situations ensuring client satisfaction.
</li><li>Provide extensive coaching and training to assist the team in meeting all commercial and operational KPIs.</li><li>
Take over floor leadership segments and ensure the floor is always managed and covered.</li><li>
Energize and motivate the team through effective floor management to guarantee an addictive experience for our clients.</li><li>
Provide support for the floor manager as an active co-lead.</li><li>
Use suitable tools (Love Meter and CEE) for analyzing overall satisfaction and propose action plans to enhance the customer experience.</li><li>
Inspire the team to use digital tools to deliver a customized service.</li><li>
Work in partnership with the Services Manager and coach the team to offer our Beauty Services to maximize client satisfaction.</li><li>
Provide support for the Customer Experience Manager in analyzing results and proposing action plans in order to enhance client experience during the skincare shopping experience.
</li><li>Provide support for the Customer Experience Manager by maintaining and enforcing quality customer service and resolving customer service complaints.</li></ul><div></div><div> 
Sales:</div> 
<div></div><ul><li>
Collaborate in achieving skincare sale targets and overall store objectives.
</li><li>Reinforce sales policies and techniques established at Sephora University with all team members.
</li><li>Balance and drive the sales target among selective, exclusive and Sephora Collection.</li><li>
Provide support for the Customer Experience Manager in analyzing sales results and proposing action plans to achieve set targets.</li><li>
Ensure achievements by the hour are shared with colleagues and are an active part of animating the floor and motivating the team.
</li><li>Create disruptive internal competitions to motivate the team and boost achievements.</li></ul><div></div><div> 
Operations:</div> 
<div></div><ul><li>
Apply the policies and procedures referring to products, testers, prices, merchandising and other partners (Brands, helpers, security) and provide feedback.
</li><li>Contribute to the store projection of an excellent image through cleanliness and product restocking.</li><li>
Together with the Customer Experience Manager, encourage the team to apply and follow established policies and procedures regarding store operations.
</li><li>Accurately monitor stock availability and report low stock to the Operation Manager to avoid OOS situations.</li><li>
Validate the podium order proposed by the Operations Manager and Podium daily performance is closely monitored.</li><li>
Align with Store Management on Shelving plans, novelties, brand relocations, gird changes, etc. and communicate to your assigned team.</li></ul><div> 
</div><div>People:</div> 
<div></div><ul><li>
Motivate and develop the team through daily coaching / observations.</li><li>
Communicate and inspire the team on business strategy, vision and relevant information through animate briefing, coaching and training.</li><li>
Increase the team&rsquo;s confidence and motivation by praise and feedback for their performance.</li><li>
Identify, engage in recruiting and develop talents and secure succession plans in collaboration with the CEM.</li><li>
Coordinate with Store Management and ensure your assigned team is attending training and follow-up is done after the training is attended.</li><li>
Ensure the team is using Axonify as E-learning tool; daily follow up on average training frequency for each team member. Register new staff, report log in issues and oversee gift distribution of your assigned team.
</li><li>Ensure an addictive beauty experience through performing monthly assessments.
</li><li>Facilitate team monthly meetings to analyze and discuss their performance.</li><li>
Be responsible for the PCR and PIP process of the entire assigned team.</li><li>
Oversee the annual leave of the team and liaise with CEM / SM for final validation according to business needs.</li></ul><div></div><div> 
Business:</div> 
<div></div><ul><li>
Provide support to the Customer Experience Manager / Store Director with knowledge
</li></ul><div>of the market conditions, competition, client needs, etc.</div><ul><li>
Analyze all relevant KPIs and propose action plans for improvement.
</li><li>Develop and propose short and long-term strategies to drive top and bottom line/brands sales.</li><li>
Manages business KPIs and team selling behavior in our higher volume stores, while delivering a memorable customer experience.</li><li>
Proactively provide the HO and CATMAN with product recommendations and qualitative feedback based on local knowledge about the market and client needs.</li><li>
Put in place action plans to boost business and maximize product performance, leveraging visual merchandising, training and monthly trends.</li><li>
Plan, implement and oversee in-store promotional events or displays.</li></ul><div> 
Relationships</div><div> 
</div>Internal Relationships: Store team (Store Manager/Director, Supervisor, Beauty Consultants), and Head Office teams.
External Relationships: Clients, Brand Promoters/Managers Brand Trainers, Security, and Cleaning team.<div> 
</div>Do not hesitate to apply if you have&hellip; or if you are &hellip; 
<ul><li>Minimum 5 years of experience in retail with proven successful sales and services in store.
</li><li>Minimum 2 to 3 years&rsquo; experience in team management.
</li></ul><ul><li>3 years in the beauty industry.</li><li>
Advanced skincare knowledge.</li><li>
Bachelor&rsquo;s degree.</li><li>
English &ndash;Advanced level.</li><li>
Arabic is a plus.</li><li>
Digital orientation/analytical skills/business acumen.</li><li>
Excellent communication/public speaking skills.</li><li>
Ability to develop and manage people.</li><li>
Commercial awareness.
</li><li>Strong training &amp; coaching ability on product and services.</li><li>
Intermediate MS Office Skills.</li></ul> 
Here, you will find:<ul><li> 
Community, in which authenticity is embraced, and the strength of our differences fuels our collective spirit</li><li>
Culture of empowerment, learning &amp; growth, that offers you the tools, space and opportunity to learn, innovate and lead</li><li>
Work that brings fulfillment. From delighting clients every day, to inspiring our industry at large, every action makes a difference</li></ul></div>

Skincare Manager

Pc House Computers

We Are Hiring: Social Media Marketing ManagerCompany: Talent Tech Trading and Services Location: Work From Home (Qatar-based candidates preferred) Employment Type: Commission-BasedAbout the CompanyTalent Tech Trading and Services is a fast-growing IT solutions company in Qatar. We specialize in the supply of pre-owned and brand-new laptops, desktops, printers, toners, and professional IT and computer services. Our focus is on delivering quality products, reliable service, and long-term customer satisfaction.Position OverviewWe are seeking a dedicated, creative, and results-driven Social Media Marketing Manager. This role is suitable for professionals who are confident in their ability to generate leads and sales through digital platforms and are comfortable working on a commission-based model.Key ResponsibilitiesCreate, manage, and schedule social media content including posts, stories, videos, and advertisements Design professional marketing visuals and promotional materials using tools such as Canva, CapCut, or Adobe software Respond promptly and professionally to customer inquiries across social media platforms Prepare quotations and conduct regular customer follow-ups to support sales conversion Conduct basic market research to support marketing and sales strategies Support business growth by increasing brand visibility and driving online salesRequirementsProven experience in social media marketing or digital content creation Strong understanding of social media platforms and online sales strategies Ability to work independently on a commission-based structure with a results-focused mindset Basic video editing skills are preferred Excellent communication, organization, and follow-up skills High level of responsibility, consistency, and professionalismWhy Join UsFlexible work-from-home arrangement Commission-based earning structure with unlimited income potential Opportunity to grow with a reputable and expanding IT company in QatarHow to ApplyInterested candidates are invited to send their CV or sample work to Talenttechsales@outlook.comJob Types: Full-time, Part-timePay: From QAR2,500.00 per monthExpected hours: No more than 8 per week

Social Media Marketing Manager

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