About QNBEstablished 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.
Job Purpose SummaryThe incumbent will be responsible for implementing, upgrading and developing all measures of systems and operations to support Merchant Services. The incumbent will ensure compliance with VISA/ MC, will control merchant risks, will ensure successful merchant business and will provide proper support to merchants.
Essential Duties & Responsibilities By Dimensions
- * Shareholder & Financial:
- Assist the VP Merchants Operations in the creation of Key Performance Indicators (KPIs), for performance monitoring and quality measurement purposes, pertaining to the entire Card & Merchants Operations Department and monitoring their achievements on periodic basis.
- Implements KPI’s and best practices for AVP, Merchant Operations role.
- Lead and guide the Department’s annual budgeting process and monitoring thereof.
- Ensure Merchant Services Unit runs as an efficient processing center, in terms of service delivery and operational risk management. - 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.
- Customer (Internal & External):
- Stay ahead of the curve
- Research operational issues to identify and correct problems, conduct and communicate root cause analysis to internal and external stakeholders.
- Coordinate & follow up with subordinates to ensure implementation of requirements in a timely manner.
- Provide timely and accurate information to the external and internal auditors when required.
- To assist customers in all their queries on Bank’s product and seek solution to their requests.
- Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
- Build and maintain strong/effective relationships with related departments/units to achieve the Group’s objectives.
- Internal (Processes, Products, Regulatory):
- Develop/ Improve merchant operations, merchant signing and help desk procedures.
- Develop a scalable process from merchant sign up to deployment of POS solution.
- Develop high level working knowledge of portfolio’s payment processing methods, exceptions, communication protocols, software interfaces, and third party processors.
- Ensure VISA/ MC compliance to local and international rules and regulations provided by regulatory bodies.
- Control merchant operations and review merchant payments.
- Ensure that POS are installed quickly and properly according to a documented procedure and within a specified timeframe.
- Study Merchant performance and submit recommendation to the concerned parties in the Group.
- Improve, Implement and test acquiring system.
- Respond to issues raised by merchants and work on solving them on a timely basis.
- Establish and develop working relationships with customer service vendors both technologic and call center.
- Identify and recommend processing improvements and operational efficiencies designed to improve overall service levels, lower processing expense, and/ or improve reliability.
- Assure all acquiring products are installed on timely manner, in case any delaying escalates to Head of electronic department.
- Maintain the relationship with bank work-oriented department.
- Assist VP Merchants Operations for any merchant related cases.
- Assure on POS technical updates at merchants' premises is happening and related training merchants' staffs how to use new POS software for any added new technology.
- Meet third parties vendor SLA with Minimum mistakes and meet the targets of productivity as per to OLA. By assuring third party are complying with SLA targets.
- Coordination with various internal QNB departments/ units to support acquiring business implementation and operational workflow. Overall responsible for setting payment processing methods, exceptions reporting, communication protocols, software interfaces.
- Support International Branches and subsidiaries
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.
Education/Experience Requirements
- * Bachelor's degree University Graduate/preferred with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study)
- At least 10 years of relevant experience, preferably within a highly rated international bank / Merchant & ecommerce operations industry.
Note: you will be required to attach the following:
- Resume/CV
- ID Card
- Passport
- Education Certificate
- Other
