customer services manager

McClure Company

<div>McClure Company has been voted one of the best companies to work for in Pennsylvania, consecutively, since 2009! We have 100% paid premiums for medical, dental &amp; vision benefits for employees and eligible dependents! Check out our other great benefits at www.mcclureco.com/careers!<br>
<br>
This position oversees small building projects from sale through closeout, while serving as the primary customer liaison for the Building Services Department. This role manages the sales-to-operations handoff, coordinates field resources and materials, supports warranty and service activities, and maintains strong relationships with both internal project teams and external customers to ensure on-time, on-budget, and high-quality delivery.<br>
<br>
<b>Customer Service &amp; Relationship Management</b>
<ul><li>Serve as primary owner-facing point of contact from project turnover through warranty.</li>
<li>Manage customer satisfaction and provide resolution on complaints, concerns, and invoice disputes in conjunction with the Service Manager.</li>
<li>Recognize and communicate opportunities for additional work, improvements, and preventative maintenance.</li>
<li>Work with the Building Services team to implement and maintain a consistent customer satisfaction and follow-up process (PMs, small projects, work orders, ESCO).</li>
<li>Communicate customer testimonials, concerns, and service feedback to the Building Services operations team.</li>
</ul><b>Project &amp; Operations Management</b>
<ul><li>Deliver small projects sold by the Small Projects/Building Services teams to a complete and satisfactory conclusion.</li>
<li>Manage the transition from sales to operations, ensuring all project information and requirements are accurately communicated, documented, and tracked.</li>
<li>Coordinate with Sales, Dispatch, and field/service technicians to schedule work, procure materials and major equipment, arrange rentals, and resolve operational issues.</li>
<li>Process quoted boiler and other small projects and coordinate ordering of parts with service technicians.</li>
<li>Prepare, review, and negotiate scopes and pricing with subcontractors when needed.</li>
<li>Approve project-specific invoices for Building Services projects (including Harrisburg and Allentown).</li>
<li>Conduct regular project status reviews, track manpower projections and backlog for Building Services small projects, and support closeout documentation (warranty letters, IOMs, etc.).</li>
<li>Review and submit field employees&rsquo; expense reports as required.</li>
</ul>
<br>
<b>Liaison &amp; Internal Coordination</b>
<ul><li>Act as primary liaison between Building Services and Construction/Energy Services project teams.</li>
<li>Attend project turnover and small projects hand-off meetings as the Building Services representative when necessary.</li>
<li>Coordinate service technicians for pre- and post-startup, warranty-related labor, and related field support in coordination with the dispatcher.</li>
<li>Request and route potential preventative maintenance information to the Business Development/sales teams and pass through service quotes to the appropriate salesperson/account owner.</li>
<li>Coordinate technician-generated proposal data, prepare proposals, and forward additional opportunities to the appropriate internal teams.</li>
<li>Coordinate documentation and work with the dispatcher to schedule backflow submissions and related compliance items.</li>
<li>Provide backup assistance to the dispatcher when applicable.</li>
<li>Coordinate onboarding schedules and initial support for new service technicians and apprentices.</li>
<li>Collaborate with all Building Services personnel (Sales, project teams, operations, service technicians, etc.) to promote mutual cooperation and support company goals.</li>
</ul><b>Materials &amp; Resource Coordination</b>
<ul><li>Assist with material ordering and staging for PMs (e.g., air filters, belts, coil cleaner) in conjunction with PM leads and dispatch.</li>
<li>Provide recommendations on departmental workload and resource allocation based on pre/post startup and warranty demands from internal project workloads.</li>
</ul><b>Qualifications &amp; Skills</b>
<ul><li>High School Diploma required, Associate&rsquo;s degree preferred</li>
<li>Minimum 3 years of experience in mechanical service or construction industry required</li>
<li>Minimum 3 years of experience in a corporate/office setting</li>
<li>Proficiency with Microsoft Excel, Word, and Outlook</li>
<li>Excellent written and verbal communication skills</li>
<li>Strong focus on quality, efficiency, and customer service</li>
<li>Energetic self-starter with a high sense of urgency</li>
<li>Proven ability to juggle multiple high-priority tasks and manage competing deadlines</li>
</ul>
<br>
Authorization to work in the United States indefinitely without restriction or sponsorship. Position is full-time Monday &ndash; Friday and is not a remote work position.<br>
<br>
McClure Company is an Equal opportunity employer. This Company considers candidates regardless of race, color, age, religion, sex, sexual orientation, gender identity, national origin, disability or veteran status.</div>

Building Services Manager - Customer Service and Small Projects

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)

Ulta

<div>Overview:
<p><b>
Discover</b> the possibilities of our progressive, omnichannel approach to beauty retail. At Ulta Beauty, our E-commerce associates sit at the cutting edge of our efforts to reimagine the future of retail. Through a full suite of new and emerging technologies, this team is creating an enhanced buying experience for guests who crave simplicity, choice, personal insights and the joy of discovery. With greater interactivity. Inspired applications of big data, AI and UI/UX. And creative that persuades and delights. All of this, with the opportunity to experience <b>smart ideas come to life</b>.<br>
<br>
At Ulta Beauty, we&rsquo;re forever imagining. Forever striving. Forever investing in next-gen&mdash;with deep and rich opportunities for ongoing learning, growth and advancement. We encourage you to take control of your career and set your own ceiling. For curious and big-picture thinkers who can flex to the need and who want to stretch themselves through courage and conviction, Ulta Beauty provides an environment perfectly suited to your ambitions. Let&rsquo;s build brilliant together.</p><br>
<div></div>
 :
<p><b>
THE IMPACT YOU CAN HAVE:</b></p><p></p><p><br>
The Senior Manager, Service Delivery is responsible for the day-to-day operations of corporate guest services teams; developing and empowering team members, creating and enforcing procedures and policies, and executing initiatives. They will leverage their expertise of leading customer service teams in a contact center environment coupled with AI Assistant technology to implement effective service strategies. This leader is responsible for hiring, teaching, and leading a diverse team that directly interfaces with our external guests, store associates, and our executive team to engage with guests and resolve inquiries accurately and timely. They will capture the voice of the guest, drive process improvements, and build relationships with business partners to improve the guest experience in our omni-channel retail environment. They and their team will enable the success of our contact center vendors&rsquo; front-line agents in achieving department goals. The team is currently comprised of Social Media Representatives and their leader, Guest Service Advocates (tier-3 support), a Training and Quality Manager and a Communications Specialist. They will work collaboratively and cross-functionally with their peers and department leaders across the business to identify service opportunities, collect facts and data to present suggested improvements, and bring those improvements to life via content creation, communication plans, and motivating and inspiring the team to deliver best-in-class guest service. The Service Delivery Manager is responsible for presenting department results and improvement plans to executive-level leadership.</p><p></p><p><b><br>
YOU'LL ACCOMPLISH THESE GOALS BY:</b></p><p></p><p><br>
Overseeing and directing all aspects of our corporate Guest Services teams including policies, objectives, and initiatives, in a 24x7x365 operation. Provide our internal Guest Services team with a high level of support, development, and results accountability to achieve department goals. Foster a healthy team culture and empower team members to deliver an excellent guest experience.</p><ul><li>
Manage Guest Services corporate teams by ensuring proper planning, staffing, and operational functions across all communication channels (e.g. voice, email, chat, text, social media, and executive escalations).</li><li>
Review operations performance daily to ensure optimal service levels, customer satisfaction, quality, staffing, budget, and KPIs are consistently met and diagnose emerging trends.</li><li>
Maintain and develop pertinent operational statistics, financial management information, and results reporting.</li><li>
Hire, train, coach, and manage a staff of individual contributors and managers supporting the functions of tier 3 support, Social Media, Training, Communications.</li><li>
Manage and evolve an effective training program, staff development, employee recognition programs, and a feedback loop that results in a highly engaged staff that consistently achieves department goals.</li><li>
Acts as company subject matter expert for all aspects related to the corporate Guest Services operations and the service processes within our contact center vendor teams.</li><li>
Support business development initiatives to ensure corporate departments and contact center vendors are prepared in advance.</li><li>
Lead holiday peak season planning and communications, including supporting the contact center ramp-up process to deliver operational excellence.</li><li>
Ensure Ulta Beauty culture and values are upheld with a highly supportive, empowering, professional, inclusive approach to leading the corporate Guest Services team.</li><li>
Keeps ahead of industry developments and applies best practices to areas of improvement</li><li>
Maintains a working knowledge of company systems, processes and policies, with an effectiveness to serve guest inquiries first-hand across all contact channels.</li><li>
Act as a cross-functional liaison to follow up internally on escalated or unresolved issues and address root-cause.</li><li>
Participate in monthly and quarterly reviews concerning corporate Guest Services and contact center vendor performance, results to targets, and upcoming events.</li><li>
Build and maintain relationships to work collaboratively with key roles on the Guest Services team in Operations and Program Management to actively prioritize and balance workload, show reliability, a high quality of work, and performance ownership.</li><li>
Meet with each team member individually on a regular basis and maintain an open-door policy to encourage and solicit feedback, followed by taking action to make improvements that allow people to do their best work and meet the evolving needs of our internal and external guests.</li></ul>
 :
<p><b>
ESSENTIALS FOR SUCCESS;</b></p><ul><li>
Minimum of 3-5 years of experience in the customer care industry with at least 3 years in a management capacity</li><li>
Bachelor&rsquo;s degree required.</li><li>
Must have experience managing to a budget and developing and maintaining operational statistics and results reporting.</li><li>
Must have a background in people and process management</li><li>
Strong verbal and written communication skills</li><li>
Strong organizational and time management skills with the ability to work under time constraints and meet deadlines</li><li>
Ability to implement change and innovation</li><li>
Ability to communicate &amp; influence at various levels within the organization</li><li>
Strong sense of ownership and pride in professional deliverables</li><li>
Advanced knowledge of MS Word, MS Excel, MS PowerPoint, Outlook, incident management systems, LMS systems, and quality monitoring systems.</li><li>
Working knowledge of contact center telephony, routing, scheduling, and IVR systems</li><li>
Adaptability to learn a variety of software programs</li><li>
Strong analytical and problem-solving skills</li><li>
Proven ability to work effectively in a team environment and independently with minimal supervision</li></ul><p></p><p><b><br>
WORKING CONDITIONS</b></p><ul><li>
Professional, fast-paced, collaborative team atmosphere</li><li>
Travel expectations &lt;15%</li><li>
24x7x365 operation may require on-premises or remote work on the weekends, evenings, and holidays</li><li>
The position is located at our headquarters in Bolingbrook, IL</li></ul>
 : The pay range for this position is $119,300.00 - $150,000.00 / Year with the opportunity for eligible associates to earn additional compensation pursuant to the Company&rsquo;s bonus plan. Exact pay will be based on factors including, but not limited to relevant education, qualifications, certifications, experience, level, shift, geographic location, and business and organizational needs. Full-time positions are eligible for paid time off, health, dental, vision, life and disability benefits. Part-time positions are eligible for dental, vision, life, and disability benefits. For additional information concerning our benefits, visit our Benefits and Career Development page: https://learn.bswift.com/ulta About:
<p>
At <b>Ulta Beauty</b> (NASDAQ: ULTA), <b><i>the possibilities are beautiful</i></b>. Ulta Beauty is the largest North American beauty retailer and the premier beauty destination for cosmetics, fragrance, skin care products, hair care products and salon services. We bring possibilities to life through the power of beauty each and every day in our stores and online with more than 25,000 products from approximately 500 well-established and emerging beauty brands across all categories and price points, including Ulta Beauty&rsquo;s own private label. Ulta Beauty also offers a full-service salon in every store featuring&mdash;hair, skin, brow, and make-up services.<br>
<br>
<i>We will consider for employment all qualified applicants, including those with arrest records, conviction records, or other criminal histories, in a manner consistent with the requirements of any applicable state and local laws, including the City of Los Angeles&rsquo; Fair Chance Initiative for Hiring Ordinance, the San Francisco Fair Chance Ordinance, and the New York City Fair Chance Act.</i></p></div>

Sr Manager Service Delivery (Customer Service)

<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 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)

National Performance Warehouse

<div><p><b>NPW</b> is a leading provider of the automotive industry. We pride ourselves on delivering exceptional customer experiences and innovative solutions. As we continue to grow, we are looking for an experienced <b>Customer Service Manager</b> to lead and develop a customer support team. This role is ideal for a collaborative leader who takes ownership of results, values team input, and thrives in a fast-paced environment.
</p><p></p><p>The Customer Service Manager will oversee customer service operations, manage remote and third party teams, and drive continuous improvement while maintaining exceptional service standards.
</p><p></p><p><b>Who is NPW?</b></p><p>
NPW is a leading independent automotive aftermarket parts distributor. The Company has over 500 employees, 50 company owner locations in 14 states that include both stores and warehouses. NPW was founded in 1969 and has grown significantly through the successful completion of 30 acquisitions and organic endeavors.</p><p>
</p><p><b>Primary Duties and Responsibilities:</b></p><p>
</p><ul><li>Lead, coach, and develop a customer service team to deliver outstanding customer experiences</li><li>
Oversee daily customer service operations to ensure service levels, response times, and quality standards are met
</li><li>Manage remote and third-party customer service teams while maintaining consistent service delivery</li><li>
Recruit, onboard, train, and mentor customer service representatives and supervisors</li><li>
Conduct regular performance reviews, provide coaching, and support professional development of team members
</li><li>Monitor and analyze key performance indicators (KPIs) such as response time, resolution time, call quality, and productivity</li><li>
Address and resolve escalated customer issues and complex service concerns
</li><li>Develop and implement customer service policies, procedures, and service standards
</li><li>Foster a positive team culture that promotes collaboration, accountability, and continuous improvement
</li><li>Manage scheduling, staffing levels, and productivity across team
</li><li>Partner with internal departments such as operations, sales, marketing, and IT to resolve issues and improve processes
</li><li>Communicate customer service trends, challenges, and insights to leadership</li><li>
Identify opportunities to improve the overall customer experience and service efficiency</li><li>
Oversee and optimize the use of the call center and customer service platforms</li><li>
Ensure team members are properly trained on systems and tools
</li><li>Prepare and present service performance reports and operational updates to leadership</li><li>
Travel up to 25% to support team operations and business needs</li><li>
</li></ul><p><b>Skills Requirement:
</b></p><ul><li>5+ years of management experience with a proven track record of leading teams successfully
</li><li>Prior customer service experience as a manager
</li><li>Experience managing remote and third-party teams
</li><li>Strong verbal and written communication skills
</li><li>Demonstrated self-starter mindset with the ability to take ownership and drive results</li><li>
Collaborative leadership style that values team input and engagement</li><li>
Ability and willingness to travel up to 25%</li><li>
Strong ability to resolve issues and handle complaints effectively.
</li><li>Empathy, active listening, and teamwork skills.</li><li>
Knowledge of automotive parts and repair processes.</li></ul><p><b>
Preferred Qualifications
</b></p><ul><li>Bilingual
</li><li>Located near a major distribution center (Miami, Dallas, Phoenix)
</li><li>Experience with call center applications (Xima, RingCentral, or similar platforms)
</li><li>Experience in the auto parts industry
</li><li>Six Sigma or lean process improvement experience</li></ul><p>
</p><p><b>Physical Requirements:
</b></p><ul><li>Occasionally lift and/or move up to twenty (20) pounds unassisted.</li><li>
Occasionally lift and/or move up to fifty (50) pounds unassisted.</li><li>
Regularly required to read, talk, listen, sit, and stand.
</li><li>Occasionally required to walk, bend at waist and knees, use hands and reach with arms.</li></ul><p></p><p><b><br>
Team Benefits:</b></p><ul><li>
Paid Time Off</li><li>
Health Benefits</li><li>
Employee Purchase Program</li><li>
Weekly pay</li><li>
401K</li><li>
Advancement Opportunities</li></ul><p>
</p><p>If you're looking for an exciting career opportunity with room to advance, then National Performance Warehouse is the company for you!</p><p>
We are a drug-free workplace.</p><p>
NPW is proud to be an <b>E-Verify employer</b>. All offers of employment are contingent upon verification of your eligibility to work in the United States.</p><p>
Qualified applicants must successfully pass a pre-employment drug screening.</p></div>

Customer Service Manager

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