QNB3648-Manager Customer Services (Qatarization)
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Key skills for this role
About the Role
QNB is looking for a Manager Customer Services to lead a team of customer service representatives, ensuring efficient and quality service. The role requires at least 6 years of experience in a highly rated international bank and a bachelor's degree in a related field.
Key Skills for This Role
Responsibilities
- Lead a team of customer service representatives in providing efficient, friendly and quality service to customers
- Proactively market the Group’s products to increase sales volume and profitability
- Resolve escalated customer complaints and ensure timely resolution
- Monitor service quality indicators and take corrective measures
- Provide training to the customer service team as needed
Requirements
- Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology
- At least 6 years of relevant experience, preferably within a highly rated international bank
- Well informed of branch customer service practices and regulations
Full Job Posting
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
Essential Duties & Responsibilities by Dimensions
- Proactively market the Group’s products to increase sales volume and profitability.
- Suggest Key Performance Indicators (KPIs) for branch customer service performance monitoring.
- Implements KPI’s and best practices for Manager, Customer Services.
- Promote cost consciousness and efficiency.
- Act within the limits of the powers delegated.
- Demonstrate clear understanding of the bank's financial & non financial performance.
- Enhance the Group’s image through pro active customer driven servicing.
- Monitors service quality indicators and takes corrective measures.
- Resolves escalated customer complaints.
- Aims to increase bank’s market share by ensuring high level of service.
- Provide timely and accurate information to auditors and Compliance.
- Drives sales of new products and ensures proper documentation.
Education and Experience Requirements
- Bachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study).
- At least 6 years of relevant experience, preferably within a highly rated international bank.
- Well informed of branch customer service practices and regulations.
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