Manager Operations Coaching and Mentoring (Qatarization)

About the role

QNB is hiring a Manager Operations Coaching and Mentoring in Doha, Qatar, within the Group Operations division. The role covers the adequacy and effectiveness of group operations risk assessment and quality controls, and drives continuous improvement of costs, quality and service across Group Operations, including the rollout of Lean, Six Sigma and Change Management standards together with the Group TQM Team.

Key responsibilities

• Create and approve KPIs for project teams, implement them and monitor achievement periodically
• Manage projects' operations within budget and specifications, and develop and improve operations business processes and controls
• Coordinate risk assessment and quality control across user departments, and drive Voice of Customer and SLA adherence with corrective and preventive actions
• Lead teams in system testing, UAT, go-live and product enhancements, and liaise with internal and external providers, Group IT and vendors
• Prepare project management strategies, policies and standards, and ensure operational controls manage risk and exposure
• Conduct change impact analysis, readiness surveys, focus groups and interviews, and run mystery surveys and surprise checks on quality standards
• Report quality issues to the SVP Quality Assurance and escalate critical issues to senior operations leadership
• Support international branches and subsidiaries, and take part in corporate governance and business model development
• Handle HR-related team matters such as performance, absence management and training needs

Required profile

• Bachelor's degree, preferably in Marketing, Banking, Finance, Accounting, Economics, Business Administration or Information Technology
• Minimum 6 years of experience, including 3 years in risk assessment and quality assurance and/or 5 years in operations banking