Head of Retail Banking

Job Summary

The incumbent will be responsible for overseeing the development and
implementation of business plans for QNB Country’s branches. The incumbent
will also be responsible for overseeing the implementation of the agreed
strategic agenda and determining the resources, channels, products, and market
segments and the tactical direction required to maximize targets.

Responsbilities

Demonstrate clear understanding of the important factors behind the bank's
financial & non-financial performance.

Display a good understanding of the major economies / relevant geographies in
which the Country operates and of those economies that could have an impact on
the Country’s business; includes an appreciation of the range of potential
outcomes for the Country.

Take leading role in understanding of external & internal environment
(economic, political, social, competitive and regulatory factors) and ensure
that the same is captured in business planning process.

Continuously encourage managers to be sensitive to the market dynamics and
engage them in a fruitful dialogue to be able to respond to the market changes
speedily.

Observes and promotes cost consciousness and efficiency, and enhance
productivity, to minimize costs, avoid wastes, and optimize benefits for the
bank.

Act within the limits of the powers delegated to the incumbent and delegate
authority to the respective heads and monitor exercise of the same

Create necessary frameworks and systems to enable teams and individuals to
deliver on the commitments made.

Create conducive environment and frameworks to act swiftly through effective
delegation and empowerment

Endeavour for superior performance & take personal accountability to meet
deadlines in rapidly changing, ambiguous environment & unfavourable
conditions.

Assist the GM in the development and implementation of QNB Country’s Retail
Branches strategy.

Ensure that the branches’ business plans are within budgets and timescales.

Ensure ongoing increase in market share and sustainable growth rate on the QNB
Country’s branches portfolio.

Oversee and lead the annual budgeting process for all QNB Country’s branches.

Oversee the performance of all QNB Country’s Domestic retail branches against
the set objectives to ensure achievement of profit targets for QNB Country’s
retail portfolio.

Coordinate with the GM to develop the department’s strategy and plans to set
the volume, revenue, and profit targets for all QNB Country retail branches
with the network.

Provide the AGM Group Manned Channels with informative reports on the
performing and non performing products within the network.

Keep the GM informed of branches’ financial returns and ensure implementation
of suggested changes (if any).

Ensure that all QNB Country Retail branches focus on client-driven service and
improving efficiency.

Drive the profitability of QNB Country’s Retail Branches through completing
sales, service management, implementation of business strategies, and business
development.

Ensure that domestic branches comply with QNB Country’s policies and
procedures and recommend the necessary modifications/changes to guarantee
compliance.

Work with managers to position QNB Country Retail branches as an effective
retail sale and service outlet by providing superior customer focused
services, increasing the customer base, and meeting the branch asset and
liability targets.

Work with the managers to enhance the positioning of certain branches within
the network through reviewing performance indicators in the branches.

Cater to the financial needs of individual customers through QNB Country’s
network of Retail branches and customer service centres, while ensuring that
product offerings are continually aligned with the needs and expectations of
the respective customer segments.

Maintain key relationships with external business partners e.g. VISA, Master
Card, and insurance companies to be invested upon any problem or escalation.

Ensure that the GM is informed of significant branches-related issues that may
jeopardize the achievement of branches’ goals.

Oversee the sales volume targets of all QNB Country branches, measurement of
customer attrition, and ensure implementation of customer retention strategies
to enhance customer loyalty.

Coordinate with the Branch Managers regarding all levels of manpower
requirements in the branches to address issues be it a surplus or shortage of
manpower.

Take decisive action to ensure speedy resolution of staff unresolved
grievances or conflicts within the team.

To assist customers in all their queries on the Divisions products/tasks 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 and effective relationship with all other related
departments and units to achieve the Group’s goals/objectives.

Provide timely and accurate information to the external and internal Auditors,
Compliance, Financial Control and Risk Functions as and when required.

Set examples by leading improvement initiatives through cross functional teams
ensuring successes.

Identify and encourage people to adopt practices better than the industry
standard.

Appreciate importance of thinking out-of-the-box and continuously encourages
employees and managers to practice the same.

Encourage, solicit and reward innovative ideas even in day-to-day issues.

Identify related areas for professional development of self and others and
ensure that staff is provided with adequate training.

Ability to communicate across multiple levels in the organization through
written correspondence.

Proactively share logic to develop appreciation of an idea.

Keep people informed and up-to-date; show a preference for transparency in
everyday business dealings.

Take decision with limited information and ambiguous situations.

Take unpopular and tough decisions in the interest of the organization.

Provide assistance or coaching as needed and express confidence in the
individual.

Clearly articulate resource requirements and obtain management approvals for
the same to ensure successful change while balancing the resources in most
optimum manner.

Understand the changing dynamics of situations accurately and respond in a
manner that helps the organization in adapting to the new situation
effectively.

Takes responsibility for self-development as well as acquiring skills and
knowledge required to fulfilment of one's duties by proactively identifying
areas for professional development of self and undertake development
activities

Seek out opportunities to remain current with all developments in professional
field

Hold meetings with staff and assess their performance as well as the
function’s overall performance on a regular basis

Comply with all applicable legal, regulatory and internal compliance
requirements including, but not limited to, the QNB Country Compliance manual;
Group Compliance Policies and Procedures (Anti Money Laundering & Counter
Terrorist Financing, Sanctions Policy, Data Protection Policy, Fraud Control
Policy, Whistle Blowing Policy, Conflict of Interest and Insider Dealing
Policy).

in accordance with the Branch Governance manual, contribute to and comply with
the Branch’s Risk Framework, consider Risk Appetite and promote a positive
Risk Culture:

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 to be fully qualified to undertake
the role. Complete all mandatory training provided by the Bank and attain and
maintain the required levels of competence.

Attend mandatory (internal and external) seminars as instructed by the Bank.

Qualifications

University graduate (Bachelors degree) preferably with a Major in Finance,
Banking, Economics, Mathematics, or Business Administration (related field of
study), Masters preferred.

At least ‎10-‎15 years experience in financial services with a specialization in
Retail Banking, with at least ‎5 years in a managerial capacity.

Well-informed of the retail branches market structure, industry practices and
regulations.