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QNB Group, one of the World's Strongest Banks and the leading bank in the Middle East and North Africa, is seeking a Customer Service Supervisor for the further expansion of the office in Mauritania.
With a Net Profit of US$2.9 billion in 2014, a growth of 10.3%, QNB has witnessed rapid international expansion over the past few years.
QNB Group is present, through its subsidiaries and associate companies, in more than 26 countries and 3 continents providing a comprehensive range of products and services. The total number of staff is more than 14,500 operating from over 615 locations.You will mainly be responsible for 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. You are required to be the following:
Proactively market the Group's products to increase sales volume and profitability, and to achieve or exceed set targets and goals.
Strive to be mindful of Key Performance Indicators (KPIs) for branch customer service performance monitoring and quality measurement purposes.
Enhance the Group's image through pro-active customer-driven servicing of their needs in support of the goal of exceeding customer expectations.
Attends and resolves all customer queries at the branch within specified TAT to ensure customer satisfaction.
Cross-sell products to customers and leverage on existing customer base to improve profitability while driving customer retention.
Provide timely and accurate information to the external and internal auditors and the Compliance function as and when required.
Build and maintain strong and effective relationship with branch customers and all other related units of the Group to achieve goals/objectives.
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.
Perform certain customer related tasks such as posting account opening, customer data maintenance, issue of balance/no liability certificates etc.
Assist customers in filling out various forms and applications as requested such as opening an account; applying for an ATM, credit cards and checkbook; standing order instructions etc.
Coordinate with tellers and branch operations staff on an as is needed basis to ensure smooth operations, and timely and friendly service delivery.
Receive loan applications from customers and prepare the corresponding loan agreements, prepare Foreign Bills for Collection (FBC) requests, check dormant accounts, and approve customers' signatures.
Should be able to assume teller or branch operations staff responsibilities at peak times, or whenever necessary.
Refer to the Customer Service Supervisor for any unresolved queries on transactions handled.
Monitors the service standards operational in the branches and looks for creative ways to improve service delivery.
Ensures compliance to internal service quality standards and compliance to audit requirements
Possess working knowledge of branch customer service to carry out duties and responsibilities.
Ensures high standards of confidentiality and ethics to safeguard commercially sensitive information.
All other ad hoc duties and/or activities related to QNB that management may request of the employee from time to time
Outstanding interpersonal and networking skills.
Excellent oral and written communication skills in English and Arabic.
Working knowledge of banking products and marketing.
Understands the relevant laws, regulations and practices pertaining to retail banking products.
Ability to work in teams from diverse cultural backgrounds.
You should possess Bachelor's degree in addition to proficient, typically a minimum of 0-2 years, experience related to branch customer service in a major banking institution.
Awareness of branch customer service practices and regulations. Qatar National Bank (QNB), established in 1964 as the countrys first Qatari-owned commercial bank, has an ownership structure split between the Qatar Investment Authority (50%) and the private sector (50%).
QNB has steadily grown to be among the largest banks in the region and is by far the leading financial institution in the country, with a market share approaching 40% of banking sector assets.
QNB offers a full range of Retail, Corporate, Investment, Treasury, Wealth Management, and Islamic Banking products and services for individuals, corporate institutions and government entities in Qatar as well as internationally.
QNB has the largest distribution network in Qatar, comprising 44 branches and offices (including 3 mobile branches), in addition to 12 Islamic branches and offices operated by QNB Al Islami, and more than 160 ATMs. |