Job Description

Job Purpose Summary

The incumbent will be responsible for supervising the back office processing and implementation of QNB's Partnership programs in line with the bank's policies and procedures, under the directions of Assistant Vice President, Partnership Management. This person is responsible to follow up on performance of partnership programs and track the efficiency of partnerships with QNB.


Essential Duties & Responsibilities by Dimensions

A. Shareholder & Financial:

Evaluate and appreciate impact of changing business challenges and priorities on his/her functional processes and policies. Re-engineer services, policies, procedures and tools in order to quickly respond to current & future business needs in alignment with international market practices. Understand the economic environment, competition, current & evolving regulatory framework and their implications. Relate economic outlook to the operational unit and understand the financial impact of changing events on the salient sectors. Leverage internal and external contacts in the market place to understand the competitive landscape. Use economic metrics and their application & relevance to better analyse the customer trends and performance of Loyalty and QNB Partnerships. Translate organizational initiatives in specific objectives and set priorities for various departments by carefully considering resource allocations and interdependencies Create necessary frameworks and systems to enable teams and individuals to deliver on the commitments made. Maintain Dashboard and reports on program performance versus business case and program KPIs. Analyse portfolio performance indicators across all sub products and segments in order to optimize profitability and expense. Create a MIS platform to monitor the performance of selected product portfolios and effects on individual with respect to loyalty initiatives Implements KPI's and best practices for Senior Associate Loyalty, Partnership Management Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank.

B. Customer (Internal & External):

Develop & maintain loyalty portfolio of highest revenue generated customers Monitors loyalty initiatives on monthly basis for cards and branch, customers selected based on revenue. Support customer research and insight generation. Run loyalty initiatives on monthly basis and implement new strategies on how to retain blocked accounts among the portfolio customers Continually be aware of QCB regulations that may affect customer behaviour thereby requiring an immediate response from the Bank. 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):

Track partner performance indicators and feedback reports in coordination with Acquiring business unit. Carry out advertisement and promotion activities related to the Rewards Program in conjunction with Group Communication Lead assigned projects by reviewing and analyzing the current systems, documenting new procedures and specify business requirements for new and enhanced system to Group IT. Monitor data quality and suggest improvements for data collection and management Provide proper segmentation to be applied in the various program communications. Conduct semi-annual Market research and Benchmarking Analysis against other loyalty programs. Tracking and reporting on performance for marketing campaigns. Maintain and administrate the LMS system portal (e.g. earn rates, redemption fees, partner configurations, reports, etc.)

D. Learning & Knowledge:

Possess working knowledge of branch customer service to carry out duties and responsibilities. Identify related areas for professional development of self. 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 and 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 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.