Job Description

Job Purpose Summary

The incumbent will constantly identify the knowledge gaps among all Frontline staff (Sales & Service) through various sources / approach in Group Retail and work with all the stakeholders (like Group Business / Channel Heads, HRD etc.) to bridge the gaps through focused learning programs. The primary objective of the role is to increase the product knowledge and sharpen the soft skills, which will increase sales & service levels and have a positive impact on the customer satisfaction and thereby have an upside on the top line growth. Performs regular Branch visits across Retail Network to determine compliance to the established Retail Polices & Procedures, as to increase operational efficiency and improve customer satisfaction.


Essential Duties & Responsibilities by Dimensions

A. Shareholder & Financial:

Identify and bridge knowledge gaps through sharpening the soft, product and technical skills to have an increase sales & service levels, which will positively affect the customer satisfaction and thereby have an upside on the top line growth. Provide inputs to the HRD to develop 'eLearning' & regular development programs / activities and obtain exceptional budget approvals, wherever applicable. Observes and promotes cost consciousness and efficiency, and enhance productivity, to minimize costs, avoid wastes, and optimize benefits for the bank Implements KPI's and best practices for Manager, Branch Coaching & Mentoring Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank. Act within the limits of the powers delegated to the incumbent.

B. Customer (Internal & External):

Provide significant Improvement in the Sales & Service quality delivery as measured by the Scores from the Monthly Mystery Shopping, Annual Customer Satisfaction & Loyalty Reports, and Results of the regular 'eLearning' programs and Performance of the respective Monthly KPIs & other Performance reports. Ensure positive impact on the service quality performance as measured against the Service Quality Indicators (Quematic system etc.). Performs regular Branch visits across Retail Network to determine compliance of the applicable Policies and Procedures, as to increase operational efficiency and improve customer satisfaction. Enable Group Retail staff to develop/enhance their skills and take on greater responsibilities in future. Provide timely and accurate information to the external and internal Auditors, Compliance, Financial Control and Risk Functions as and when required Coordinate with all Retail stakeholders to monitor, follow-up and close the audit points within the target dates 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. Provide timely/accurate data to external/internal Auditors, Compliance, Financial Control and Risk when required.

C. Internal (Processes, Products, Regulatory):

Identify Activities/Operations that could be removed/centralised to maximise Selling & Service Time. Observe compliance to Audit guidelines wherever possible & remind staff of any specific branch related audit observations. Develop and Implement Performance Improvement Plan (PIP) & Activity Management Plan (Sales, Cross Sales, and Mapping etc.). To have a focus training and development plan for Qatari Talent in line with the organisation's Qatarisation objective. To have focus group discussions with 'Top' and 'Poor' performers periodically to identify scope for improvement and design development programs accordingly. Ensure the frontline staff understands the customer profile (sales staff), budgets and KPIs. Ensure industry best practice for coaching/mentoring initiatives to enhance staff performance and minimise the knowledge gaps.

D. Learning & Knowledge:

Possess superior knowledge on application of training and organization development tools, techniques, Proactively identify areas for professional development of self and undertake development activities Seek out opportunities to remain current with all developments in professional field

Education/Experience RequirementsBachelor degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study), At least 6 years of relevant experience, preferably within a highly rated international bank.

Required Special SkillsExcellent oral and written communication skills (including report writing) in English and Arabic. Good interpersonal and presentation skills. Understanding of the relevant laws, regulations, and practices. Ability to make decisions and follow through with initiatives. Personal integrity and self-management. Planning, organising, and analytical ability. Results oriented. * Strong analytical skills and the ability to communicate both verbally and in writing with all levels of management.