Senior Manager Customer Relationship Management QNB First

About QNB

Founded in 1964 as Qatar's first Qatari-owned commercial bank, QNB Group has expanded to become the leading banking institution across the Middle East and Africa. With operations in over 31 countries spanning three continents, the Group delivers a diverse portfolio of advanced banking products and services. Employing over 28,000 staff members, QNB serves nearly 20 million clients via around 1,000 branches and a network of 4,300 ATMs.

QNB enjoys high credit ratings from top agencies such as Standard & Poor's (A), Moody's (Aa3), and Fitch (A+). The Bank has earned numerous accolades from prominent international finance publications and is recognized as the most valuable banking brand in the MEA region by Brand Finance Magazine. Beyond banking, QNB actively contributes to community programs, supporting social, educational, and sporting initiatives.

Job Purpose

This senior managerial role entails steering the planning and execution of business strategies specifically for QNB First branches in the domestic market. Responsibilities include aligning resources, channels, products, and market segments with the strategic agenda to maximize business outcomes.

Key Responsibilities

• Understand and manage the Bank’s financial and performance drivers internally and externally to inform planning.
• Implement KPIs and best practice methodologies promoting cost effectiveness, productivity, and responsible governance.
• Build frameworks and systems to enable teams to meet commitments, fostering a customer-centric culture with excellent service standards.
• Collaborate closely with internal departments and external partners to uphold service level agreements and deliver timely information to auditors and risk compliance units.
• Support the development and execution of the Domestic Retail Branch strategy, ensuring adherence to budgets and timelines while driving market share and profitability.
• Lead budgeting cycles, monitor branch performance, and prepare detailed reports on product sales and branch profitability.
• Drive growth through sales management, business development, and strategic initiatives while ensuring full compliance with QNB’s policies and regulatory guidelines.
• Partner with Regional Managers to enhance branch operations, monitor sales goals, and manage manpower planning.
• Lead and develop direct reports, promoting continuous improvement, innovation, and professional growth within the team.
• Maintain strict adherence to legal, regulatory, and risk frameworks including AML, fraud prevention, data protection, and operational risk management.
• Ensure confidentiality of sensitive information, uphold QNB’s professional standards, and perform other duties as delegated by management.

Education and Experience

• Bachelor’s degree in Marketing, Banking, Finance, Accounting, Economics, Business Administration, IT, or a related discipline.
• Minimum of 8 years’ relevant experience in banking, preferably with a reputed international financial institution.
• Deep understanding of branch customer relationship management, banking products (both liabilities and assets), and regulatory requirements.

Application Requirements

• Applicants must submit their Resume/CV, Passport, Qatar ID, educational certificates, and Birth Certificate.