QNB3919 - Executive Vice President International Operations Affairs

About QNB Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region. QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines. QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialised financial publications. Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine. QNB Group has an active community support program and sponsors various social, educational and sporting events. Job Summary The incumbent is responsible for: Managing and overseeing all countries’ Operations and ensuring alignment with HO and or shared service centres. Governance over all countries operations in terms of control as well as efficiency. Conducting required due diligence for acquisitions and mergers, and identifying required integration approaches. Overseeing implementation of TOM “Target Operating Model” across all countries to maintain standard offering across, and ensure proper domain assessment is regularly conducted. Benchmarking the Operating Models against industry best practices to ensure abreast methods are adopted. Creation of adequate KPIs and KRIs across all countries Operations. Main Responsibilities Shareholder & Financial: - - - - - - - - - Define International operational strategy in congruence with the Group’s overall business strategies. Implements KPI’s and best practices for Executive Vice President International Operations Affairs Develop/ create the Key Performance Indicators (KPIs) and Key Risk Indicators (KRIs), for performance monitoring and quality measurement purposes, pertaining to International Branches and monitor the achievements on a periodic basis. Lead and guide the annual budgeting process for International Operations and the subsequent monitoring thereof. Ensure the existence of adequate procedures/ processes to enable timely identification and resolution of instances of erroneous processing so as to avoid any financial/ reputation loss to the Group. Formalize and put forward new plans / approaches to the SEVP, to achieve the strategic goal for Operations, based on the visions of QNB. Act within the limits of the powers delegated to the incumbent and delegate authority to the respective staff and monitor exercise of the same. Demonstrate clear understanding of the important factors behind the bank's financial & non-financial performance. Promote cost consciousness and efficiency and enhance productivity, to minimise cost, avoid waste, and optimise benefits for the bank. Customer (Internal & External): - - - - - - - - - - Lead evaluation of each domain on a continuous basis and ensure structured decisions are taken on processes / systems to support new branches and acquisitions. Provide guidance on base-lining, gap analysis, comparison studies and evaluation to verify process and systems are performing as per the standard government and regulatory requirements. Identify service enhancements and process improvements by benchmarking against banking best practices and operating models cross the Group and other Banks. Ensure adequate and efficient control pertaining to international branch operations, resolving their queries/ problems and thereby help them serve their respective external customers in a more efficient manner, resulting in increased external customer satisfaction levels. Manage the development & subsequent implementation and migration of Operations best Operating Model’s across all international branches to promote efficiencies in work processes, ultimately resulting in increased customer satisfaction. Identify new operational process improvement in conjunction with the respective Head of Operations and thereby facilitate operational efficiency. Provide guidance to all the operational activities of the county/region in order to align with the Head Office or Shared Service Center operational strategy. Build and maintain strong and effective relationships with all the other related departments to achieve the Group’s goals/ objectives. Develop/ finalize Service Level Agreements (SLAs) with internal operations departments/ international branches to achieve improvements in turnaround time (TAT) with respect to processing of transactions for these departments/ divisions/ units. Liaise with the International ITD and the external vendor, if applicable, for provision of uninterrupted banking services to all international branch customers on 24X7 bases. Internal (Processes, Products, Regulatory): - - - - - - - - - - - - - - - Ascertain the possible regions / countries / branches where the COE can be applied through the TOM implementation. Lead the TOM implementation strategy in the respective domains of international branches as per the execution plan. Establish policies and procedures in accordance with the standard operating model, and ensure continuous monitoring for its proper implementation. Ensure the existence of adequate and robust processes and controls (automated/ manual) to ensure compliance with applicable international standards, rules and regulations. Approve the monitoring and assessing tools used by the international branches for measuring operational performance and risk. Ensure continuous system and quality enhancements by monitoring the respective activities and processes implemented and by keeping abreast of new methodologies and practices in order to improve the performance and ensure adherence to the turn-around times (TAT) mentioned in the SLAs and strive to better the same. Ensure daily activity of International Operations staff and Business Support is subjected to adequate monitoring controls by the respective Operation Heads through review of end of day checklist and daily activity reports. Also ensure similar monitoring over specific products related to the variety of International products and regulations. Provide guidance for proper segregation of duties exists amongst staff working in International Branches. Evaluate existing as well as new products/ services before actual launch and provide recommendations on ways to improve the effectiveness/ efficiency of the same. Compile relevant MIS on periodic basis for the Group’s executive management, as and when required, with respect to the transactions processed/ services provided by International Branch Operations. Ensure the international branches adhere to QNB Group compliance policy. Monitor the KPI’s of International Operations & Branches and ensure it is achieved within the timeframe. Analyse the investigation reports on service interruptions, critical issues and potential risks to ensure effective management and control. Bring in significant leadership to the division/department, ensuring that effective controls and resources are available to manage and control work volumes. Oversee recruitment, provide motivation, guidance to employees and reinforce high standards concerning performance, and adherence to the Bank’s values and mission. Continuous Improvement - Set examples by leading improvement initiatives through cross-functional teams ensuring successes. - Identify and encourage people to adopt practices better than the industry standard. - Continuously encourage and recognize the importance of thinkin