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Senior Manager - Customer Service
وصف الوظيفة
The incumbent is responsible for development and integration of all QNB Financial Services (QNBFS) Customer Service delivery channels including Call Centre and Customer Service Help Desk. This includes overseeing the creation, management and development of the Company’s Website, Online trading portal, and Mobile applications. The role involves leading, training, and developing a team of customer service executives and dealers.
المسؤوليات
- Create KPIs for customer service and call centre performance monitoring
- Ensure staffs achieve volume, revenue, and profit objectives
- Actively evaluate security and compliance requirements in service channels
- Manage QNBFS Website, Online trading portal, and Mobile apps
- Maintain contact with Business Heads to ensure branding alignment
- Lead, train and develop the customer service team
- Monitor service quality indicators and resolve customer complaints
- Implement UAT related to QNBFS projects
المؤهلات
- University graduate preferably in Marketing, Finance, Accounting, or IT
- At least 4 years of relevant experience, preferably within an international bank
- Knowledge about QFMA & Qatar Exchange (QE) regulations
- Excellent oral and written communication skills in English and Arabic
- Strong interpersonal and presentation skills