Senior Manager Customer Relationship Management - QNB First

About QNB Group

Established in 1964 as Qatar's first locally owned commercial bank, QNB Group has grown into the largest banking institution across the Middle East and Africa. The bank operates through subsidiaries and associates in over 31 countries spanning three continents, serving around 20 million customers via 1,000 branches and an ATM network of 4,300 machines. It is recognized among the top-rated regional banks by Standard & Poor's, Moody's, and Fitch, and holds the distinction of most valuable bank brand in the MEA region according to Brand Finance Magazine. QNB is active in community support through sponsorships in social, educational, and sporting sectors.

Job Summary

The Senior Manager role entails leading the development and execution of business plans for the Group Domestic QNB First branch network. This includes managing strategic initiatives related to resources, channels, products, and market segmentation to achieve measurable business goals.

Key Responsibilities

• Understand and analyze the drivers of financial and non-financial performance to contribute to business planning.
• Incorporate market trends and factors into strategic plans.
• Implement key performance indicators and promote best operational practices.
• Ensure cost-effective use of resources while exercising delegated decision-making authority.
• Champion a customer-focused environment ensuring high service quality and responsiveness to product inquiries.
• Maintain service-level agreements with internal stakeholders and foster strong collaborative relationships.
• Support the development and execution of the Domestic Retail Branch strategy and ensure delivery against budgets and timelines.
• Drive growth in market share and profitability through sales management and business development.
• Lead annual budgeting processes and monitor financial performance of branches.
• Develop performance reports analyzing products, services, and branch profitability.
• Ensure compliance with regulatory requirements and internal policies.
• Collaborate with regional managers to enhance branch performance and customer acquisition.
• Lead, coach, and evaluate direct reports to maximize team effectiveness.
• Promote continuous improvement, innovation, and knowledge sharing within teams.
• Support professional development and stay current with banking industry changes.
• Ensure adherence to legal, regulatory, and risk management frameworks including AML, CTF, sanctions, and fraud prevention.
• Maintain data confidentiality and safeguard sensitive information.
• Perform additional duties as assigned by senior management.

Education and Experience Requirements

• Bachelor's degree preferably in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology.
• Minimum of 8 years relevant experience in banking, ideally at an internationally rated institution.
• Comprehensive understanding of branch customer relationship management practices and relevant regulations.
• Proven expertise in managing customer portfolios and banking products for both assets and liabilities.

Additional Information

Applicants must provide the following documents: resume/CV, passport, Qatar ID, educational certificates, and birth certificate as part of the application process.