Job Description

Job Summary

The incumbent will be responsible for the support of IT International support services by timely supporting issues pertaining to IT International Support operations. The incumbent will support by taking responsibility for self-development as well as acquiring skills and knowledge required to fulfilment of Relationship Management duties by proactively identifying areas for professional development of self and undertake development activities


Main Responsibilities

A. Shareholder & Financial:

Assist in the monitoring and supporting of Key Performance Indicators (KPIs) on periodic basis Implements KPI's and best practices for IT International Support Team 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):

Support the Relationship Management framework as appropriate, in accordance with the International Support requirements
- Maintain appropriate knowledge to ensure to be fully qualified to undertake the role - Attend mandatory (internal and external) seminars as instructed by the Bank


Enable the respective users/ departments to provide better and more efficient service to external customers upon timely resolution of their issues, especially where the issue/ complaint involves IT International Support operations Liaise with vendors of relevant systems to resolve the system related issues of users, in conjunction with the Group IT 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):

Perform activities in accordance with standard operating procedures and customer service guidelines Apply diagnostic techniques to identify problems, investigate causes and recommend solutions to correct common failures within the delegated authority. Perform duties in accordance with Customer Relationship Management (CRM) best practices. Maintain a list of long outstanding issues/ problems that have not yet been resolved and provide them on a timely basis to Assistant Manager IT International Support.

D. Learning & Knowledge:

Develop an understanding to resolve basic queries/ problems pertaining to HR, IT and operations. Complete all mandatory training provided by the Bank and attain and maintain the required levels of competence. Proactively identify areas for professional development of self and undertake development activities. Seek out opportunities to remain current with all developments in professional field.

E. Legal, Regulatory, and Risk Framework Responsibilities:

Comply with all applicable legal, regulatory and internal compliance requirements including, but not limited to, Group Compliance Policies and Procedures (AML & CTF, Sanctions Policy, Data Protection Policy, Fraud Control Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing Policy). Understand and effectively perform your role under the Three Lines of Defence principle to identify measure, monitor, manage and report risks. Ensure systematic good outcomes for clients in accordance with Conduct Risk policy. Support the framework of RCSA, KRI, Incident reporting and remediation, as appropriate, in accordance with the Operational Risk Management requirements. Maintain appropriate knowledge to ensure full qualification to undertake the role. Complete all mandatory training provided by the Bank, attain, and maintain the required levels of competence. Attend mandatory (internal and external) seminars as instructed by the Bank.

F. Other:

Ensure high standards of data protection and confidentiality to safeguard commercially sensitive information. Maintaining utmost confidentiality concerning customer and internal bank information obtained during the course of business and provide such information on a need to know basis only to Senior Management of QNB, Audit and Compliance functions, and relevant Regulators. Maintain high professional standards to uphold QNB's reputation and to strengthen its market leadership position. All other ad hoc duties/activities related to QNB that management might request from time to time.

Education and Experience RequirementsBachelor's degree University graduate preferably with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study) At least 2 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.