Assistant Manager Merchant Operations (Qatarization)

About QNB Group

Established in 1964 as Qatar’s first Qatari-owned commercial bank, QNB Group has expanded to become the leading bank in the Middle East and Africa region. With subsidiaries and associates across over 31 countries spanning three continents, QNB offers a wide range of advanced banking products and services. It employs more than 28,000 individuals, serving around 20 million customers from 1,000 locations and operating 4,300 ATMs.

QNB is recognized as one of the region's top-rated banks by major credit rating agencies including Standard & Poor’s, Moody’s, and Fitch. The bank has received numerous international financial awards and is ranked as the most valuable banking brand in the Middle East and Africa by Brand Finance Magazine. QNB also actively supports community initiatives and sponsors various social, educational, and sporting events.

Job Summary

The Assistant Manager, Merchant Operations, is responsible for managing merchant-related operational activities for contracted entities. This role ensures all merchant processes adhere strictly to established controls, regulatory standards, and payment processing protocols.

Key Responsibilities

• Assist in monitoring and achieving periodic Key Performance Indicators (KPIs) and implement best practices within the department.
• Operate within delegated authority limits promoting cost efficiency and productivity improvements to optimize bank benefits.
• Coordinate with client personnel, vendors, and consultants during merchant onboarding and ongoing operations.
• Build strong working relationships with internal departments to meet group objectives.
• Provide accurate updates to auditors and compliance teams as required.
• Ensure service levels are maintained according to internal agreements, enhancing turnaround times.
• Execute merchant transaction processes in compliance with payment processing frameworks.
• Ensure transaction settlements conform to local and international regulations and card brand requirements.
• Identify exceptions in processing and escalate as necessary.
• Maintain effective communication and relationships with third-party processors.
• Respond promptly to merchant queries and tailor services to meet client needs.
• Manage daily processing of ecommerce and POS transaction files across relevant systems.
• Prepare and format card transaction files to ensure their proper processing.
• Generate and securely dispatch merchant electronic statement certificates.
• Handle configuration tasks across merchant systems such as Base24, Prime, Oracle, MIGS, Cyber Source, MICROS, Terminal Management System, and Oracle as directed.
• Investigate and resolve merchant transaction discrepancies including reversals and disputes.
• Provide frontline support for merchant inquiries and escalate technical issues appropriately.
• Support merchant operations for international branches and subsidiaries.
• Stay informed on advancements in merchant services, payment technology, and regulatory changes.
• Maintain high levels of data confidentiality and protection of sensitive information.
• Pursue continuous professional development to stay current with industry trends.

Qualifications and Experience

• Bachelor’s degree in Marketing, Banking, Finance, Accounting, Economics, Business Administration, Information Technology, or a related discipline.
• Minimum of 4 years relevant experience, preferably within a well-rated international bank.

Additional Requirements

• Applicants must submit a resume/CV, QID (front and back), passport, education certificate, and birth certificate as part of the application process.