QNB Group is seeking an experienced operations professional to support risk assessment, quality assurance, and continuous improvement across its Group Operations function. This position focuses on strengthening operational controls, improving service quality, managing performance standards, and reducing costs while ensuring that banking operations meet internal and customer expectations.
The role involves developing and monitoring quality assurance frameworks, reviewing operational risks, and leading initiatives to improve processes across different business units. The successful candidate will also support the implementation of Lean, Six Sigma, and Change Management methodologies in coordination with the Group Total Quality Management (TQM) team.
This opportunity may suit professionals with a background in banking operations, risk assessment, quality assurance, or business process improvement. Strong analytical, leadership, and communication skills are important, as the position involves working with senior management, operational teams, technology departments, and external service providers.
Key Responsibilities
Operational Risk and Quality Assurance
The incumbent will be responsible for ensuring that Group Operations maintains effective risk assessment and quality control practices.
Key duties include:
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Developing and improving operational processes to strengthen controls and reduce risk exposure.
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Monitoring compliance with QNB quality standards through risk assessments, audits, mystery surveys, and planned or unannounced checks.
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Identifying operational weaknesses and recommending corrective and preventive actions.
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Reviewing process development and re-engineering studies with the relevant department managers.
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Ensuring that operational activities follow established policies, standards, and regulatory requirements.
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Reporting quality-related concerns to the Senior Vice President – Quality Assurance.
Process Improvement and Change Management
A major part of the role involves improving operational efficiency and service delivery across the bank.
Responsibilities include:
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Implementing continuous improvement initiatives to reduce costs, improve quality, and enhance service.
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Supporting the rollout of Lean, Six Sigma, and Change Management methodologies.
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Reviewing existing banking products and processes to identify opportunities for automation and productivity improvements.
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Conducting change impact analysis, readiness assessments, focus groups, and employee interviews.
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Visiting departments to understand practical challenges in implementing policies and procedures.
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Coordinating system testing, User Acceptance Testing (UAT), go-live activities, and product enhancements.
Performance Management and Budget Control
The role also includes responsibility for performance monitoring and financial discipline.
Key activities include:
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Developing and approving Key Performance Indicators (KPIs) for project teams and monitoring results.
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Supporting the annual budgeting process for Group Operations.
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Managing project activities to ensure delivery within agreed timelines, budgets, and specifications.
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Monitoring expenditure and promoting cost efficiency.
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Developing performance improvement plans with operational units.
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Preparing regular progress and quality reports for senior management.
Customer Experience and Stakeholder Coordination
The successful candidate will work with internal departments and external providers to improve service standards and customer satisfaction.
Responsibilities include monitoring Service Level Agreement (SLA) performance, addressing Critical to Quality (CTQ) requirements, and using Voice of Customer (VOC) feedback to identify improvement opportunities.
The role also involves coordinating with Group IT, external vendors, consultants, and business units to implement approved process changes. The incumbent will support international branches and subsidiaries and escalate significant operational risks or service interruptions to senior management.
Team Leadership and Management
The position includes managerial and supervisory responsibilities such as monitoring team performance, identifying training requirements, managing attendance-related matters, and supporting other employee-related activities.
Qualifications and Experience
Candidates should meet the following requirements:
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Bachelor's degree, preferably in Marketing, Banking, Finance, Accounting, Economics, Business Administration, or Information Technology.
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Minimum 6 years of professional experience.
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Within this experience, at least 3 years in risk assessment and quality assurance, or 5 years in banking operations, as specified in the job requirements.
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Strong analytical and problem-solving abilities.
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Knowledge of operational controls, quality assurance, and process improvement.
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Experience with performance monitoring, budgeting, and reporting.
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Good communication and stakeholder management skills.
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Ability to coordinate teams and manage multiple improvement initiatives.
About QNB Group
Established in 1964 as Qatar's first Qatari-owned commercial bank, QNB Group has grown into the largest bank in the Middle East and Africa region.
The group operates across more than 31 countries on three continents, with over 28,000 employees serving up to 20 million customers through approximately 1,000 locations and an ATM network of around 4,300 machines.
QNB maintains strong regional credit ratings and has received recognition from international financial publications. Its operations cover a broad range of banking products and services, supported by an international network of subsidiaries and associate companies.
Required Documents
Applicants are required to attach the following documents:
Salary, working hours, and application deadline were not specified in the supplied job description.
Is This QNB Opportunity Right for You?
This role may suit experienced banking professionals who have worked in operations, risk management, quality assurance, or business process improvement. Candidates who can evaluate operational risks, lead improvement projects, manage performance standards, and work effectively with senior stakeholders may be well positioned for this opportunity.