Job Purpose Summary:
The incumbent is responsible to become an effective team member for the adequacy and effectiveness of the group operations risk assessment and quality controls. Become an effective team member with regard to: achieving quality assurance operational objectives by contributing information and analysis to strategic plans and reviews; preparing and completing action plans, implementing production, productivity, quality, SLAs and customer-service standards; identifying and resolving problems; completing audits; determining system improvements; implementing change. The incumbent will be responsible to acquire the skills required for the implementation of continuous enhancement initiatives to quantitatively & qualitatively improve costs, quality and service across all units in the Group Operations and will be responsible for the roll-out of the Lean/ Six Sigma/ Change Management standards and methodology for Group Operations in conjunction with the Group TQM Team.
Essential Duties & Responsibilities by Dimensions:
A. Shareholder & Financial:

• Implements KPI's and best practices for Associate, Coaching and Mentoring role.
  
• Become an effective team member with regard to: developing group annual budgeting process, also, manage projects' operations to ensure timely completion within the assigned costs and specifications, monitor and control expenses within the estimated budget to meet overall objectives.
  
• Become an effective team member with regard to: Increasing the performance management and quality improvement capacity of the department and assist operational units to drive quality and efficiency improvement, undertaking analysis and working with the business to undertake improvement plans.
  
• Become an effective team member with regard to: Developing new and improve existing operations business processes to create controls to ensure quality levels and risk mitigation.
  
• Act within the limits of the powers delegated to the incumbent.
  

B. Customer (Internal & External):

• Ensure coordination among the concerned user departments in the formulation of risk assessment and quality control.
  
• Drive VOC Voice of Customer actionable across the team and maintain/improve the scores and drive inputs from VOC for improvements.
  
• Drive SLA adherence / Customer CTQ Critical to Quality - ensuring all parameters are met and corrective and preventive actions are taken
  
• Continuously monitor progress and prepare reports to Sr. Manager on a timely manner.
  
• Study all existing products and suggest best practice to minimize Risk; increase automation and improve productivity and income as per Market behaviour
  
• Lead teams for any system testing; UAT and go life and Products enhancement.
  
• Liaise with internal and external providers, Group IT and external vendors/ consultants, in respect of work required to be able to implement new and improved processes.
  
• Liaise with the management/ their assigned representatives of the concerned departments/ units during the process enhancement reviews in order to obtain their approvals on the suggested changes.
  
• Maintain activities in accordance with Service Level Agreements (SLAs) with internal departments/units to achieve improvements in turn-around time.
  

C. Internal (Processes, Products, Regulatory):

• Contributes to: Preparation of strategies, policies, standards and guidelines of project management and control to deliver the projects assigned objectives within the limited resources, time and budget.
  
• Contributes to: Ensuring that all operations business process have the appropriate level of operational controls to manage risk and exposure.
  
• Drive SLA adherence / Customer CTQ Critical to Quality - ensuring all parameters are met and corrective and preventive actions are taken.
  
• Working with the business to enhance customer satisfaction and improve product quality in order to ensure that customer requirements are met or exceeded.
  
• Contributes to conducting departments' visits to understand the practical and theoretical difficulties faced by the staff in implementing or understanding processes and procedures.
  
• Ensure appropriate and efficient use of the available resources.
  
• Continuously monitor and report on quality related issues to SVP - Quality Assurance.
  
• Monitor operational units adherence to QNB quality standards by conducting mystery surveys/risk Assessments and other surprise/planned checks and discussing the results of such surveys/ checks with the relevant staff and their line managers.
  
• Review the findings of the process development and process re-engineering/enhancement studies and discuss the same with the management of the concerned department/ unit.
  
• Take decisive action to ensure speedy resolution of staff accomplishment within the team.
  

D. Learning & Knowledge:

• Demonstrate ability to provide a team with direction and vision, including motivating people to perform, listening to people, providing feedback, recognizing strengths and providing challenges
  
• Identify any areas for professional development of self and all direct reports, and act to enhance professional development of self and others.
  
• Develop and maintain an awareness of the work and issue of other departments under the Operations Control function.
  
• Carry out other similar duties that can be defined within the broad functional job and functional responsibilities outlined above. These may include providing all necessary training to the department staff and handling special missions assigned by the management.
  
• Maintain a high level of knowledge about banking processes, regulations, and generally accepted operating practices. Research industry topics and react by recommending changes to products, services, and systems.
  

Education/Experience Requirements:

• 
  Bachelor degree University Graduate/preferred with a Major in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology (related field of study)
  

Required Special Skills:

• 
  Very good oral and written communication skills in English and Arabic (preferable).
  
• Exceptional Microsoft Office skills (e.g., Word, Excel, Outlook, Visio).
  
• Meticulous worker with an eye for detail and consistency, for detecting spelling, format and layout errors.
  
• Self-motivated and disciplined.
  
• Demonstrates positive attitude, the ability to work with others and a desire to learn and share knowledge.
  
• Excellent time management skills and ability to work in a deadline-oriented environment.