Manager-Retail Service Quality (QNB)

Established in 1964 as Qatar’s first commercial bank, has grown into the largest bank in the Middle East and Africa. Operating in over 31 countries across three continents, QNB serves 20 million customers through 1,000 locations and 4,300 ATMs, employing over 28,000 people. Renowned for its financial strength, QNB is highly rated by major credit agencies and is recognized as the most valuable bank brand in the region. The bank is also committed to community support, sponsoring various social, educational, and sporting events.

The role involves overseeing and enhancing service quality for Retail and QNB First customers, ensuring a competitive advantage for QNB. This includes full responsibility for improving card services offered at the Card Center, branches, and through the call center. The aim is to continuously elevate customer service standards and satisfaction.

A. Shareholder & Financial: Develop and implement a Service Quality strategy to enhance services for Retail and QNB First customers, focusing on reducing customer attrition and increasing product usage. Establish KPIs to monitor and improve service quality, driving business growth through superior customer experiences.

B. Customer (Internal & External): Lead the department in prioritizing customer needs and building strong relationships with other units for feedback. Ensure timely resolution of customer complaints, maintaining high satisfaction levels among Retail and QNB First customers.

C. Internal (Processes, Products, Regulatory): Establish service quality standards and implement a customer complaint management system. Conduct Mystery Shopping surveys to monitor performance, and develop programs to support underperforming branches or staff. Provide continuous feedback to improve products and services.

D. Learning & Knowledge: Stay updated on the latest trends in service quality and train staff on best practices. Focus on equipping frontline personnel with the necessary skills and knowledge to meet high service standards and use modern tools for quality assessment.