Head of Centralised Operations

Business Unit: QNB - Kuwait
Division: International Banking
Department: International Banking
Country: Kuwait
Closing Date: ‎30-Mar-‎2023
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 will manage all the operational and services functions,
including IT, Administration and core banking operation functions in the
country to the highest level of service and quality. The incumbent is also
responsible for providing required business services and infrastructural
support to its various business partners to enable them to continually meet
and exceed customer expectations.

In addition, the position will be responsible for establishing and managing
Operational Domain Hubs in accordance with the bank standards, as and when
decided by Group Operations Management.

The incumbent will provide strong support to the various business units and
assume responsibility for the development, timely update of policies and
procedures in line with the Group Policies and Procedures. He/she will also
support the TOM (Target Operating Model) provided by Group Operations
including the execution of operational controls and reconciliations and the
support of special projects undertaken by the Group.

Administratively, this position will report to the Country General Manager.
Functionally he/she will report to Head of International Global Operation
Support. This position may be called upon to deputise for the Country GM in
their Absences.

Responsbilities:
Create Key Performance Indicators (KPIs) for performance monitoring and
quality measurement purposes for the Branch Operations department/ unit and
monitor their achievement on periodic basis.
Lead and guide the Branch Operations department/ unit's annual budgeting
process.
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 staff and monitor exercise of the same.
Liaise with Group Operation Division on operational matters, as and when
required.
Manage the relationship with the respective user departments and country GM to
understand business needs/ requirements, and propose / develop new/ improved
processes to satisfy business requirements.
Ensure / finalize Service Level Agreements (SLAs) with all departments/ units
to achieve improvements in turn-around time (TAT) which will also help
increase external customer satisfaction.
Provide feedback to Corporate/Retail Banking business units' managers and, as
appropriate, recommend course of action.
Liaise with the Group's internal/ external auditors and the Compliance
function. In addition, provide timely and accurate information to the external
and internal auditors and the Compliance function as and when required.
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 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.
Drive the establishment of any new branch(es) in assigned country from
operational side.
Establish and manage Operational Domain Hubs, once mandated
Manage all of the operational aspects of QNB's presence in the given country.
Responsible for local IT, Operations, Security and Property.
Ensure full compliance with all procedures including local Regulator and QNB
practices.
Responsible to ensure full adherence and compliance with TOM.
Responsible for all "non-customer facing" aspects of the business.
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.
Conduct periodic self-audits to ensure quality standards are maintained and
refer issues to Group Operation and GM country.
Recommend and implement the operations plans and objectives in line with the
overall business plan.
Manage human and processing resources and systems relationships to maximize
quality and quantity of service while reducing costs.
Responsible for managing external vendors within the assigned departments.
Review internal control and regulatory requirements and modify affected
operations programs/reports accordingly.
Establish maintain and enhance communications with the appropriate line areas;
may act as operations customer link to facilitate the flow of information, to
develop the necessary support systems, and to ensure the achievement of
business objectives.
Analyse and keeps abreast of changes in internal control and regulatory
requirements and may develop programs to ensure compliance.
Contribute to business reengineering and continue improvement initiatives as
and when required.
Conduct periodic meetings with staff to discuss operational and/ or fraud
related issues and provide training on pertinent topics.
Responsible for monitoring and recommending training needs for the Branch
Operations personnel.
Proactively identify 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.

Note: you will be required to attach the following:
‎1. Resume / CV