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About QNB QNB Group, the largest Financial Institution in the Middle East and Africa are looking to hire a Supervisor Operations Coaching and Mentoring, to meet the expansion needs of our office in QNB - Qatar//Doha. QNB has enjoyed continued success with Net Profits of QAR 10.8 billion (USD3 billion) in 2018 (up by 6%) and increased Total assets to QAR 853 billion (USD 234 billion). The Group now employs over 29,000 employees in 1,200 locations, with an ATM network of more than 4,300 machines.
Role Summary: The incumbent is responsible for the adequacy and effectiveness of the group operations risk assessment and quality controls. Achieves quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans; implementing production, productivity, quality ,SLAs and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change. Also, the incumbent will be responsible for the management and implementation of continuous enhancement initiatives to quantitatively & qualitatively improve costs, quality and service across all units in the Group Operations. Furthermore, the incumbent will be responsible for the roll-out of the Lean/ Six Sigma/ Change Management standards and methodology for Group Operations in conjunction with the Group TQM Team
Role Description: Create/ approve Key Performance Indicators (KPIs), for performance monitoring and quality measurement purposes, for the projects' teams and monitor their achievements on periodic basis. Work on developing group annual budgeting process, also, manage projects' operations to ensure timely completion within the assigned costs and specifications, monitor and control expenses within the estimated budget to meet overall objectives. Increase the performance management and quality improvement capacity of the department and assist operational units to drive quality and efficiency improvement, undertaking analysis and working with the business to undertake improvement plans. Develop new and improve existing operations business processes to create controls to ensure quality levels and risk mitigation. Ensure coordination among the concerned user departments in the formulation of risk assessment and quality control. Drive VOC Voice of Customer actionable across the team and maintain/improve the scores and drive inputs from VOC for improvements. Drive SLA adherence / Customer CTQ Critical to Quality - ensuring all parameters are met and corrective and preventive actions are taken Continuously monitor progress and prepare reports to the AGM, DEO and AGM Ops Excellence and GM Operations on a timely manner. Study all existing products and suggest best practice to minimize Risk; increase automation and improve productivity and income as per Market behaviour Lead teams for any system testing; UAT and go life and Products enhancement. Liaise with internal and external providers, Group IT and external vendors/ consultants, in respect of work required to be able to implement new and improved processes. Liaise with the management/ their assigned representatives of the concerned departments/ units during the process enhancement reviews in order to obtain their approvals on the suggested changes. Prepare strategies, policies, standards and guidelines of project management and control to deliver the projects assigned objectives within the limited resources, time and budget. Ensure that all operations business process have the appropriate level of operational controls to manage risk and exposure. Drive SLA adherence / Customer CTQ Critical to Quality - ensuring all parameters are met and corrective and preventive actions are taken. Working with the business to enhance customer satisfaction and improve product quality in order to ensure that customer requirements are met or exceeded. Ensure conduct of change impact analysis, readiness assessment surveys, focus groups, and individual employee interviews to assess the potential implications of change, analysing the data collected, and recommending appropriate courses of actions. Ensure the conduct of departments' visits to understand the practical and theoretical difficulties faced by the staff in implementing or understanding processes and procedures. Ensure appropriate and efficient use of the available resources. Continuously monitor and report on quality related issues to Executive Manager - Quality Assurance. Monitor operational units adherence to QNB quality standards by conducting mystery surveys/risk Assessments and other surprise/planned checks and discussing the results of such surveys/ checks with the relevant staff and their line managers. Support International Branches and Subsidiaries Review the findings of the process development and process re-engineering/enhancement studies and discuss the same with the management of the concerned department/ unit. Actively participate in the development of the business model through Corporate Governance as required by senior management. Identify, log, analyse and manage potential and actual issues and risks, take corrective action by tackling day-to-day issues elevate service interruptions, critical issues and potential risks to AGM, DEO and AGM Ops Excellence and GM Operations . Take decisive action to ensure speedy resolution of staff accomplishment within the team. Perform managerial/supervisory responsibilities at the unit level as established by the Group. These tasks include participating in the management of all HR issues related to the team such as: team performance, absence management, training needs identification and other requests. Ensure that department personnel are informed of the Group's Business Continuity Management (BCM) relevant to their area of work to enable them to recover from an incident and continue to provide service to clients within acceptable timeframes, especially if the service is dependent on an external service provider Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information.
Qualifications: Bachelor in Business Administration or other suitable discipline (MBA or professional certification will be an added advantage) 8 years of experience out of which 3 years of experience in risk assessment and quality assurance and/or 5 years of experience in Operations Banking Majors Required Special Skills:
Excellent oral and written communication skills in English and Arabic (preferable).
Excellent research skills
Exceptional ability to objectively review processes and develop recommendations for improvements and efficiencies that result in improved operations.
Exceptional Microsoft Office skills (e.g., Word, Excel, Outlook, Visio).
Exceptional aptitude for assessing, analysing and understanding processes/ banking operations.
Strong understanding of relevant regulations and banking best practices.
Exceptional knowledge of problem-solving and conflict resolution methods and techniques
Project management skills and awareness
Knowledge in the core banking systems
Meticulous worker with an eye for detail and consistency, for detecting spelling, format and layout errors.
Self-motivated and disciplined.
Excellent time management skills and ability to work in a deadline-oriented environment.
Ability to motivate and lead teams from diverse cultural backgrounds.
Proven track record working effectively with all levels, across a number of business functional areas.
Excellent presentation skills.
Excellent people management skills.
Leadership skills; demonstrated ability to effectively motivate, organize and empower personnel
Note: you will be required to attach the following: 1. Resume / CV
Internal Number: 6506876
About Qatar National Bank (QNB)
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