Manager Customer Relationship Management - QNB First Segment

About QNB

QNB Group, founded in 1964 as Qatar's first Qatari-owned bank, has grown into the largest banking institution across the Middle East and Africa regions. Its operations span over 31 countries on three continents, serving around 20 million customers with more than 1,000 branches and an ATM network of over 4,300 machines. Highly rated by Standard & Poor's, Moody’s, and Fitch, QNB remains a top-ranked and award-winning bank known for strong financial results and significant international presence. They maintain active community engagement through sponsorship of social, educational, and sporting initiatives.

Job Purpose

The role focuses on managing relationships with at least 250 QNB First account holders, ensuring the prompt delivery of excellent banking services and products to maximize volumes, revenue, and profitability. This includes working in shifts as per bank guidelines, providing high-quality customer service, and promoting cross-selling opportunities.

Key Responsibilities

• Drive sales growth by securing at least one asset and one liability product per QNB First client, aiming to meet or surpass annual targets centered on customer acquisition, deposits, and assets under management.
• Adhere to and implement Key Performance Indicators (KPIs) for customer service quality and branch performance.
• Promote operational efficiency and cost savings to optimize bank benefits.
• Deliver outstanding service by proactively engaging customers at the branch and via scheduled home visits, addressing inquiries, and ensuring overall satisfaction.
• Conduct daily outreach calls to non-visiting customers to measure satisfaction and promote future product engagement.
• Participate in customer database management and marketing initiatives to inform clients about new offerings and promotions.
• Collaborate with treasury teams to meet investment and treasury service targets.
• Manage customer documentation and data, maintain service area files and logs accurately, and generate weekly reports on fixed deposit activity.
• Provide seamless coordination with internal departments to uphold service level agreements and ensure timely responses to audits, compliance, and risk requests.
• Work shifts as designated within approved banking schedules.
• Identify and resolve customer service gaps, liaising with team leaders and other managers as needed.
• Continuously develop professional knowledge in investment advising and branch customer relationship management.

Qualifications and Experience

• Bachelor’s degree preferably in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology.
• Minimum of six years of relevant experience, ideally at a reputed international bank.
• Comprehensive knowledge of banking services relating to customer portfolios, liabilities, and assets products.
• Good understanding of branch customer relationship policies and regulatory requirements.

Additional Information

• Applicants must be prepared to submit Resume/CV, Passport, Qatar ID, Education Certificate, and Birth Certificate as part of the hiring process.