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Senior Manager - Customer Service (Qatarization)
وصف الوظيفة
Responsible for the development and integration of all QNB Financial Services (QNBFS) Customer Service delivery channels, including the Call Centre and Help Desk. The role involves overseeing digital platforms such as the company website, online trading portal, and mobile applications, while ensuring all branding and advertisements adhere to QNB guidelines. The incumbent will also lead and train customer service executives and call center dealers.
المسؤوليات
- Creating KPIs for customer service and Call Centre performance
- Ensure all branding materials and advertisements follow branding guidelines
- Evaluate and apply security and compliance requirements in service delivery channels
- Enhance the Group's image through pro-active customer servicing
- Monitor service quality indicators and handle complaints
- Build and maintain relationships with related departments
- Forecast volumes of customer interactions and manage staffing requirements
- Implement UAT related to QNBFS projects
- Comply with legal, regulatory and internal compliance requirements
- Maintain high standards of data protection and confidentiality
المؤهلات
- University graduate (Marketing, Banking, Finance, Accounting, Economics, Business Administration or IT)
- At least 4 years of relevant experience, preferably within a highly rated international bank
- Knowledge about Qatar Financial Markets Authority (QFMA) & Qatar Exchange (QE) regulations
- Excellent oral and written communication skills in English and Arabic