QNB3875 - Senior Manager - Customer Relationship Management QNB First

About QNB

Job Purpose Summary

Financial and Strategic Responsibilities

• Understand financial and non-financial performance drivers and relevant external and internal factors.
• Lead business planning, KPI implementation, budgeting, and performance management for domestic retail branches.
• Drive cost efficiency, productivity, profitability, market share, and sustainable growth.
• Coordinate volume, revenue, and profit targets with the AVP Group QNB First.

Customer and Branch Responsibilities

• Support customer queries and maintain service-level agreements with internal departments.
• Build effective relationships with related departments and external partners such as VISA, MasterCard, and insurance companies.
• Position branches as customer-focused retail sales and service outlets.
• Oversee sales targets, customer attrition, retention strategies, and branch asset and liability targets.
• Coordinate with branch managers on manpower requirements and branch performance.

Leadership and Governance

• Ensure branch compliance with QNB policies and procedures and provide information to audit, compliance, financial control, and risk functions.
• Hold performance meetings with direct reports and resolve staff grievances or conflicts.
• Coach team members, delegate authority, and obtain approvals for resource and change requirements.
• Lead continuous improvement initiatives and encourage innovative practices.

Education and Experience

• Bachelor’s degree, preferably in marketing, banking, finance, accounting, economics, business administration, information technology, or a related field.
• At least 8 years of relevant experience.
• Experience preferably within a highly rated international bank.
• Knowledge of retail branch market structure, industry practices, and regulations.