Head of Customer Service

Job description / Role

QNB Group, the World's Strongest Bank and the leading bank in the Middle East and North Africa, is seeking a Head of Customer Service for the further expansion of the office in Qatar.

QNB has witnessed rapid domestic and international expansion over the past few years with 2013 Net Profit of US$2.6 billion and a growth rate of 13.7%.

QNB Group operates through its subsidiaries and associate companies in 26 countries providing a comprehensive range of advanced products and services. The total number of staff is almost 13,600 operating from over 590 locations.

This truly is an exciting opportunity to join the leading bank in Qatar.
As a key part of our accelerated growth plan we have established the need to recruit a Head of Customer Service within our Retail Banking Division.

As Head Of Customer Service you will lead a team of customer service representatives ensuring QNB's excellent standards of service are delivered at all times. Ensuring customer queries are answered and the relevant solutions are provided. You will also ensure you and your team actively promote and market QNB's other products and services increasing individual customers business with QNB.

Your main responsibility is to manage your team, ensuring the day to day business requirements are met and appropriate staffing levels are available to meet customer needs. You will continuously train and develop your team to ensure their knowledge and skills are kept up to date in an ever changing environment. Leading by example, you will promote and encourage your team to promote QNB's extensive range of Banking products and services, ensuring customers are fully aware of the potential products and services available to them. Maintaining QNB's high level of compliance you will hold authorisation mandates to ensure the appropriate level of service can be provided to the customer. As part of the regulatory requirement you will ensure all transactions are recorded correctly and in accordance with QNB's high compliance standards, maintaining records for audit and regulatory purposes.

Requirements

You should be a customer focused and motivated individual. With a passion for customer service you will lead by example, encouraging your team to deliver the same high level of service.

Excellent communication skills in both English are essential to the role.Candidates fluent in Arabic have a distinct advantage.

Educated to a minimum of degree level you should have at least 3 years' experience in the banking industry with a minimum of 2 years' in a similar role.

About the Company

QNB Group is the biggest bank in Qatar, and a leading financial institution in the Middle East and Africa is hiring.

QNB Group’s presence through its subsidiaries and associate companies now extends to more than 30 countries across 3 continents, providing a comprehensive range of products and services. The total number of staff is more than 28,000 operating from over 1200 locations.

QNB will assist you to take charge of your career with rich and varied opportunities to experience different parts of our global business and develop a valuable portfolio of skills and knowledge.