Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region. QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines. QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications. Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine. QNB Group has an active community support program and sponsors various social, educational and sporting events.
The incumbent is responsible for:
Define International operational strategy in congruence with the Group’s overall business strategies. Implements KPI’s and best practices for Executive Vice President International Operations Affairs Develop/ create the Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs), for performance monitoring and quality measurement purposes, pertaining to International Branches and monitor the achievements on a periodic basis. Lead and guide the annual budgeting process for International Operations and the subsequent monitoring thereof. Ensure the existence of adequate procedures/ processes to enable timely identification and resolution of instances of erroneous processing so as to avoid any financial/ reputation loss to the Group. Formalize and put forward new plans / approaches to the SEVP, to achieve the strategic goal for Operations, based on the visions of QNB. Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same. Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance. Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.
Lead evaluation of each domain on a continuous basis and ensure structured decisions are taken on processes / systems to support new branches and acquisitions. Provide guidance on base-lining, gap analysis, comparison studies and evaluation to verify process and systems are performing as per the standard government and regulatory requirements. Identify service enhancements and process improvements by benchmarking against banking best practices and operating models cross the Group and other Banks. Ensure adequate and efficient control pertaining to international branch operations, resolving their queries/problems and thereby help them serve their respective external customers in a more efficient manner, resulting in increased external customer satisfaction levels. Manage the development & subsequent implementation and migration of Operations best Operating Model’s across all international branches to promote efficiencies in work processes, ultimately resulting in increased customer satisfaction. Identify new operational process improvement in conjunction with the respective Head of Operations and thereby facilitate operational efficiency. Provide guidance to all the operational activities of the county/region in order to align with the Head Office or Shared Service Center operational strategy. Build and maintain strong and effective relationships with all the other related departments to achieve the Group’s goals/ objectives. Develop/ finalize Service Level Agreements (SLAs) with internal operations departments/ international branches to achieve improvements in turnaround time (TAT) with respect to processing of transactions for these departments/ divisions/ units. Liaise with the International ITD and the external vendor, if applicable, for provision of uninterrupted banking services to all international branch customers on 24X7 bases.
Ascertain the possible regions / countries / branches where the COE can be applied through the TOM implementation. Lead the TOM implementation strategy in the respective domains of international branches as per the execution plan. Establish policies and procedures in accordance with the standard operating model, and ensure continuous monitoring for its proper implementation. Ensure the existence of adequate and robust processes and controls (automated/ manual) to ensure compliance with applicable international standards, rules and regulations. Approve the monitoring and assessing tools used by the international branches for measuring operational performance and risk. Ensure continuous system and quality enhancements by monitoring the respective activities and processes implemented and by keeping abreast of new methodologies and practices in order to improve the performance and ensure adherence to the turn-around times (TAT) mentioned in the SLAs and strive to better the same. Ensure daily activity of International Operations staff and Business Support is subjected to adequate monitoring controls by the respective Operation Heads through review of end of day checklist and daily activity reports. Also ensure similar monitoring over specific products related to the variety of International products and regulations. Provide guidance for proper segregation of duties exists amongst staff working in International Branches. Evaluate existing as well as new products/ services before actual launch and provide recommendations on ways to improve the effectiveness/ efficiency of the same. Compile relevant MIS on periodic basis for the Group’s executive management, as and when required, with respect to the transactions processed/ services provided by International Branch Operations. Ensure the international branches adhere to QNB Group compliance policy. Monitor the KPI’s of International Operations & Branches and ensure it is achieved within the timeframe. Analyse the investigation reports on service interruptions, critical issues and potential risks to ensure effective management and control. Bring in significant leadership to the division/department, ensuring that effective controls and resources are available to manage and control work volumes. Oversee recruitment, provide motivation, guidance to employees and reinforce high standards concerning performance, and adherence to the Bank’s values and mission. Continuous Improvement - Set examples by leading improvement initiatives through cross-functional teams ensuring successes. - Identify and encourage people to adopt practices better than the industry standard. - Continuously encourage and recognize the importance of thinking out-of-the-box within the team. - Encourage, solicit and reward innovative ideas even in day-to-day issues.
Possess a working knowledge of the Group’s local and international core systems and continually strive to recommend the best possible cost effective improvements. Maintain a high level of knowledge about banking processes, International regulations, and generally accepted operating practices. Thoroughly understand the operations and provide guidance to the international branch network, hubs, international centers etc. Research industry topics and react by recommending changes to products, services, and systems. Perform managerial/ supervisory responsibilities that include managing the career of each employee under the incumbent’s direct supervision and coordinating with them for their respective teams, by monitoring the employee performance, providing adequate training and assistance, managing employees’ movements, giving continuous feedback and support in order to optimize the team performance. Establish the overall training plan and budget and approve any excess over the training budget on exception basis as per the powers delegated to the incumbent. Hold meetings with staff and assess their performance and your teams overall performance on a regular basis. Take decisive action to ensure speedy resolution of unresolved grievances or conflicts within the team members. Identify development opportunities and activities for staff and facilitate/coach them to improve their effectives and prepare them to assume greater responsibilities.
Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, Group Compliance Policies and Procedures (Anti Money Laundering & Counter Terrorist Financing, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy). Understand and effectively perform your role under the Three Lines of Defence principle to identify measure, monitor, manage and report risks. Ensure systematic good outcomes for clients in accordance with Conduct Risk policy.
Ensuring high standards of data protection and confidentiality to safeguard commercially sensitive information. Maintaining utmost confidentiality concerning customer and internal bank information obtained during the course of business and provide such information on a need to know basis only to Senior Management of QNB, Audit and Compliance functions, and relevant Regulators. Maintains high professional standards to uphold QNB's reputation and to strengthen its market leadership position. All other ad hoc duties/activities related to QNB that management may request of the employee from time to time
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ISS INTERNATIONAL SpA
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