QNB Group (Qatar National Bank)
Manager, Customer Services (Qatarization)
- Permanent
- Doha, Qatar
- Experience 5 - 10 yrs
Job expiry date: 09/04/2026
Job overview
Date posted
23/02/2026
Location
Doha, Qatar
Salary
Undisclosed
Compensation
Job description
The Manager Customer Services (Qatarization) role at QNB in Doha, Qatar, is a leadership position within Retail Banking responsible for overseeing the branch Customer Service function and ensuring delivery of efficient, friendly, and high-quality banking services. The role involves leading a team of Customer Service Officers and Associates to manage customer queries, guide clients through banking procedures, process applications, and promote the Groupās products and services to increase sales and market share. The incumbent is accountable for implementing and monitoring Key Performance Indicators (KPIs), ensuring compliance with Service Level Agreements (SLAs), and maintaining high standards of operational efficiency and cost consciousness. The role requires proactive resolution of escalated complaints, oversight of documentation including loan applications and agreements, authorization of customer signatures, monitoring dormant accounts, and preparation of management reports such as monthly account opening and closure statistics. In addition, the Manager ensures audit readiness, implements audit recommendations, and provides timely information to Compliance, Risk, Financial Control, and internal and external auditors. The position emphasizes continuous improvement, encouraging innovation, cross-functional collaboration, and adherence to regulatory requirements. As a people leader, the Manager is responsible for training and developing the customer service team, resolving staff grievances, conducting performance reviews, and identifying development opportunities to enhance team capability and readiness for greater responsibilities. The role combines customer-centric service delivery, sales growth support, regulatory compliance, operational control, and leadership within a high-performing retail banking environment.
Required skills
Key responsibilities
- Lead and manage the daily activities of the Customer Service unit, ensuring efficient handling of customer queries, account applications, loan documentation checks, signature authorizations, and service requests in line with bank policies.
- Develop, implement, and monitor Key Performance Indicators (KPIs) to measure branch customer service performance, service quality, and productivity, ensuring targets are achieved or exceeded.
- Drive proactive marketing and cross-selling of the Groupās products and services to increase sales volumes, profitability, and market share while maintaining high customer satisfaction levels.
- Monitor service quality indicators, resolve escalated complaints efficiently and tactfully, and ensure compliance with defined turnaround times and Service Level Agreements (SLAs).
- Ensure strict adherence to internal controls, regulatory requirements, and audit standards, implementing audit recommendations and minimizing deviations during audit reviews.
- Coordinate with tellers and other internal departments to ensure smooth branch operations and timely, friendly service delivery to customers.
- Prepare and review management reports, including account opening and closing statistics, dormant account follow-ups, and branch performance updates.
- Provide timely and accurate data to internal and external auditors, Compliance, Risk, and Financial Control teams as required.
- Lead continuous improvement initiatives within the branch, encouraging innovation, process enhancements, and adoption of industry best practices.
- Train, mentor, and develop Customer Service Officers and Associates, conduct regular performance assessments, resolve staff grievances, and prepare team members for expanded responsibilities.
Experience & skills
- Bachelorās degree in Marketing, Banking, Finance, Accounting, Economics, Business Administration, Information Technology, or a related field.
- Minimum of 6 years of relevant experience, preferably within a highly rated international bank in retail banking or branch operations.
- Strong knowledge of branch customer service practices, banking regulations, and retail banking products and procedures.
- Demonstrated leadership experience in managing teams, driving performance, and achieving service and sales targets.
- Experience in KPI design, implementation, and performance monitoring within a branch environment.
- Strong understanding of compliance, audit processes, internal controls, and risk management in banking operations.
- Excellent communication and interpersonal skills with the ability to build strong relationships with internal departments and customers.
- Ability to manage multiple operational responsibilities simultaneously while maintaining high standards of accuracy and efficiency.
- Proven capability in complaint resolution, customer relationship management, and enhancing overall branch service quality.
- Commitment to professional development, team coaching, and fostering a culture of continuous improvement and accountability.