Open to local candidates only
Position Summary
The Quality Manager is responsible for developing, implementing, and maintaining quality management standards across the bank to ensure consistent service delivery, operational efficiency, regulatory compliance, and continuous improvement.
The role oversees quality assurance activities, monitors processes and service performance, identifies gaps and risks, and works closely with relevant departments to implement corrective and preventive actions. The Quality Manager also supports the development of quality standards, procedures, KPIs, and reporting frameworks in line with the bank’s objectives and applicable regulatory requirements.
Key Responsibilities
Quality Management & Standards
- Develop, implement, and maintain the bank’s quality management framework, policies, procedures, and standards.
- Establish quality standards and performance criteria across relevant banking operations and services.
- Ensure processes and services consistently meet defined quality standards and customer expectations.
- Review and update quality procedures in line with business requirements, regulatory changes, and industry practices.
- Promote a culture of quality and continuous improvement across the organization.
Quality Assurance & Monitoring
- Develop and implement quality assurance and quality control programs.
- Conduct regular reviews and assessments of operational processes, customer service, and service delivery.
- Monitor compliance with established procedures, service standards, and internal controls.
- Identify process gaps, errors, inefficiencies, and recurring quality issues.
- Maintain appropriate quality records, documentation, and evidence of quality monitoring activities.
Process Improvement
- Analyze business processes and identify opportunities for improvement, efficiency, and risk reduction.
- Lead or support continuous improvement initiatives across relevant departments.
- Develop corrective and preventive action plans and monitor their implementation.
- Work with process owners to identify root causes and implement sustainable solutions.
- Monitor the effectiveness of implemented improvements and recommend further actions where required.
Customer Experience & Service Quality
- Monitor customer service quality and identify areas affecting customer satisfaction and experience.
- Establish and monitor service quality KPIs and standards.
- Review customer complaints, feedback, and service-related issues to identify trends and recurring problems.
- Coordinate with relevant departments to address quality-related customer issues and improve service delivery.
Performance & Reporting
- Develop and monitor quality KPIs, SLAs, and performance indicators.
- Prepare regular quality reports highlighting performance, trends, gaps, risks, and improvement opportunities.
- Provide management with clear recommendations based on quality data and analysis.
- Track departmental performance against agreed quality targets and improvement plans.
Audit, Risk & Compliance
- Coordinate with internal audit, compliance, risk, and relevant business functions on quality-related matters.
- Support the implementation and follow-up of audit findings and corrective actions.
- Identify operational quality risks and ensure appropriate mitigation actions are implemented.
- Ensure quality management activities are aligned with applicable banking regulations, internal policies, procedures, and control requirements.
- Maintain appropriate documentation and evidence to support internal and external reviews.
Team & Stakeholder Management
- Lead, manage, and develop the quality team where applicable.
- Assign responsibilities, monitor performance, and address performance gaps.
- Provide guidance and training to employees on quality standards, procedures, and service expectations.
- Build effective working relationships with business units and support functions.
- Promote cross-functional collaboration to resolve quality issues and improve processes.
Education & Experience
- Bachelor’s degree in Business Administration, Quality Management, Finance, Banking, Management, or a related field.
- Minimum of 8 years of relevant professional experience.
- Previous experience in a quality management, quality assurance, process improvement, operations, or similar role within the banking or financial services sector is preferred.
- Previous experience in a managerial or supervisory position is preferred.
- Strong understanding of banking operations, service quality, internal controls, and regulatory requirements.
Skills & Competencies
- Strong knowledge of quality management and quality assurance principles.
- Strong understanding of banking processes and customer service standards.
- Excellent analytical and problem-solving skills.
- Strong knowledge of process improvement and root-cause analysis.
- Ability to develop and monitor KPIs, SLAs, and quality metrics.
- Strong reporting and data analysis skills.
- Excellent communication and stakeholder management skills.
- Strong leadership and team management capabilities.
- High attention to detail and accuracy.
- Strong organizational and time-management skills.
- Ability to manage multiple priorities and work effectively across different departments.
- Proficiency in Microsoft Office and relevant quality, reporting, or business process management systems.
Language Requirements
- Arabic – Mandatory
- English – Mandatory
- Any additional language – An asset
