Job Description

Job Purpose Summary:

The incumbent will handle Applications, Documentations relating to Trade Finance, Corporate Action and Payments in accordance with rules and regulations in a way that supports the business and ensures timely processing with high level of customer service quality.


Essential Duties & Responsibilities by Dimensions:

A. Shareholder & Financial:

Perform daily balancing of the related suspense/ transit accounts and notifying the Supervisor of items that have not yet been cleared for initiation of timely follow-up in this regard, and thereby help avoid any losses to the Group on account of such transactions. Implements KPI's and best practices for Associate, Operation Support Center role. Adhere to set Key Performance Indicators (KPIs). Ensure that the information disclosed is complete, accurate and in accordance with the confidentiality rules. Act within the limits of the powers delegated to the incumbent.

B. Customer (Internal & External):

Liaise with QNB clients Corporate in order to meet their needs in a timely and accurate manner. Build and maintain strong and effective relationships with all QNB Corporate clients and the other related departments to achieve the Group's goals/ objectives. Liaise with counterparts, customers and other internal and external parties, as applicable. Provide timely and accurate information to the external and internal auditors and the compliance function as and when required. Provide adequate and efficient remittance processing, bulk processing services (i.e. clearing/collection, salary transfers, post-dated cheques (PDCs) to internal customers including QNB domestic branches and thereby help them serve external customers including retail/corporate and government customers in a more efficient manner, resulting in increased external customer satisfaction levels. Provide trade Finance support to customers Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.

C. Internal (Processes, Products, Regulatory):

Accurately handle applications and documentations of transactions relating to processing issuance, amendment, payment demands/claims settlements, cancellation of issuance of delivery order/ Shipping Guarantee, related to L/Cs and ensure work accomplishment in strict compliance with International Chamber of Commerce UCP 600 Rules, URDG 758, ISP 98, Documentary Collections Rules 522 and Group's policies and procedures. Request proper transaction approvals RTA's for all related Trade Finance transactions following up pending approvals/documents with all related departments. Deal with clients on routine operational issues relating to handling of documentations and enquiries for issuance, amendment, payment of demands and cancellation and handling of documents under LCs and DCs Communicate with clients for transactions relating to Bank L/C's and LGs. Release and receive documents, advices relating to clients. Prepare and submit reports to the Manager-Operations Support to monitor the pending documents, transactions awaiting client's collection from the Help Desk to ensure timely handling. Keep abreast of changes in International Chamber of Commerce/ relevant, URDG, UCP 600,ISP 98 and URC 522 pertaining to letters of credit and guarantee and bills for collection, and local international laws and regulations affecting the trade finance operations. Adhere to the established processes and controls (automated/ manual) to prevent/ detect the transfer of funds to/ from potentially suspect countries, banks, individuals, entities to ensure compliance with applicable anti-money laundering (AML) rules/ regulations. Adhere to the existing and approved policies/ procedures pertaining to processing of outward/ inward remittances and applicable QCB regulations in this regard. Ensure any suspicious transactions identified are timely informed to and discussed with the Supervisor Corporate/ his superior for resolution and if required, reported to the Head of AML (reporting to Group Compliance). Constantly strive to reduce/minimize all kinds of errors while processing requests pertaining to the department Ensure that duly authorized mandates are received from the corporate/ government clients pertaining to salary transfer requests, along with the respective employee-related information, prior to processing such transactions. Log corporate action queries/ issues, escalate/ route issues where necessary and facilitate tracking of the queries/issues until final resolution to ensure timely customer service in compliance with set policies and procedures. Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common queries/ issues within the delegated authority.

D. Learning & Knowledge:

Develop knowledge of processes, products and services to resolve/ route queries/ issues for timely resolution. Possess knowledge of developments in fund transfer and SWIFT operations, including but not limited to best practices, pertinent legal requirements and system advancements. Possess knowledge of developments in bulk processing systems/ operations and collection rules/ regulations Ensure high standards of confidentiality to safeguard commercially sensitive information including information pertaining to fund transfers. Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information

Education/Experience Requirements:Bachelor degree University Graduate/preferred with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study)

Required Special Skills:Good knowledge of all the International Chamber of Commerce Rules relating to Foreign Trade Operations (URDG and ISP, URR, UCP 600 etc and their current revisions). Strong interpersonal skills. Excellent oral and written communication skills in English and Arabic (preferred). Good understanding of banking operations, systems and processes. Good adaptability to multinational environment, with wide exposure to various cultures. Excellent customer service skills Experience in service-level definitions, negotiation and monitoring. Thorough understanding of letters of credit concepts. General understanding of lending principles. Computer proficient and knowledge of MS Office applications, bank and database applications. Knowledge of the remittance/collection rules/regulations, including pertinent regulatory directives (including AML rules/ regulations) and related best practices. Good knowledge of SWIFT related operations, including usage of SWIFT terminals, related codes and operation of tested telex. Ability to handle multiple priorities effectively in a deadline-oriented environment. Detail oriented with good analytical skills Professional attitude and demeanor. Effective team player and efficient worker. Strong PC skills are required. Must be able to work proficiently in Microsoft Excel, Word, Access and various other proprietary systems Possesses problem solving/ decision making skills. Ability to multi-task and prioritize responsibilities. Good organization and time management skills. Strong analytical and problem-solving skills. * Sound judgment strong decision-making ability.