The incumbent will be charged with the overall responsibility of directing, leading and monitoring the Bank’s Retail Distribution department, retail branch control operations, call center management and retail branch network, including Institutional Sales unit, in support of the corporate strategies.
The job holder will strategically align the Retail Distribution department to respond to the dynamic environment, to maximize market share, revenues / profits.
The incumbent will direct the teams and partner with relevant internal / external stakeholders in ensuring optimal efficiency and profitability of the distribution networks through optimal sales approach, customer service standards and due diligence guidelines.
Detailed Roles and Responsibilities
Work closely with the CRBO to formulate and implement short-term and long-term strategic business growth plans for the Retail Distribution department, based on growth potential, market prospects, risk appetite and competition.
Work closely with the CRBO in developing market entry / market penetration strategy, including but not limited to budget outlines, Locations, Opportunities, risks, and marketing efforts, and the time frame to ensure sound decisions and return on investment.
Direct the formulation, and, oversee effective implementation of the expansion and support plans and policies, in line with the Doha Bank’s strategic business objectives in close coordination with the CRBO.
Update self on the current industry trends, economic events, regulatory requirements / changes set by QCB and other relevant government bodies, and, inform the HO functions, and implement adequate changes in the department, in close coordination with the CRBO, including but not limited to country specific deliverables, staffing of employees etc.
Develop and maintain robust working relationships with internal / external stakeholders to facilitate and capitalize on functional / operational / strategic needs.
Represent Doha Bank at internal / external events / meetings, conferences etc., ensuring optimization of business opportunities.
Contribute towards the formulation, and implementation of the overall customer segmentation strategy / customer propositions, to support the overall functional and organizational business strategies.
Guide the team in formulation of SLAs and in the implementation of the business plan and its achievement, within agreed SLAs and agreed budgets.
Provide timely, accurate and complete progress reports / dashboards to the CRBO and direct the team in executing remediation initiatives, as needed.
Guide / direct the team and respective stakeholders in formulation of proposals, work plan and risk parameters, in monitoring the effectiveness and progress of expansion projects (new / mergers) or closures, and resolution of issues, if any.
Guide the team in establishing and developing relationships with the respective stakeholders to capitalize on proactive up-
sell and cross-sell opportunities / business growth and management
Direct the supervision and monitoring efforts to ensure effective administration and operations pertaining to all sections, including the work schedule and operational workflow, in accordance with internal policies and, legal / regulatory requirements.
Lead various audit compliance and procedural control measures within the department across various sections, and, ensure implementation of corrective actions by the teams in a time bound manner
Assign monthly budget / targets for the respective sections in close liaison with the CRBO, and review month end performance comparison analysis / profitability for management reporting.
Guide the teams in formulating business plans to increase the penetration of existing client relationships, strengthen and enhance overall client retention.
Ensure prompt communication / cascading of management decisions and approved business plans, applicable policies / procedures and budgets to the respective sections in support of strategic / operational plans.
Perform continuous review to ensure that the respective sections are sufficiently staffed and report on resource requirements in terms of recruitment / training / re-
arrangement etc., in line with projected plans on account of department deliverables.
Direct the respective teams in partnering with Segments, Products, and Marketing Analytics in product sales mix development, enhancements , cost reductions or bundling capabilities, for improving sales / up-
sales / cross-sale ratios based on business / product performance data, market trends, changing customer requirements and corporate objectives.
Manage strategic efforts with the BIU, Branches and products team in continuous identification / analysis of competitive insights for leveraging the customer sales channels.
Direct the teams in ensuring consistency of customer service experience / service delivery across the distribution channels, within the parameters set by the Bank.
Oversee the promotional plans in close coordination with the marketing section, to ensure consistency of the proposed communication / marketing content against the specific customer segment strategy.
Monitor and closely review the sales progress effected through the relationship management teams and branches, ensuring all performance standards are met in terms of the business targets, controls, compliance, and quality standards.
Work closely with the Risk Management function, in evaluating, outlining and managing potential operational risk, and update management on the same.
Contribute towards, oversee and partner with relevant internal stakeholders in executing effective employee training for clear understanding of various retail product value proposition, updates / changes, customer relations skills, service excellence, banking procedures and latest promotions.
Oversee and direct the respective teams in development and delivery of policy documentation, and reference materials for internal and external stakeholders, as applicable, in line with the internal policies and regulatory / legal standards, with relevant internal department coordination.
Guide the team in reviewing / monitoring, conducting due diligence, and ensuring adherence to KYC and AML guidelines of high risk accounts.
Manage a retail loan book within parameters provided by Risk Management Committee
Ensure processes are in place for launch of new retail product offerings, in compliance with the applicable internal policies and external regulations.
Track business opportunities and articulate road map for the Bank to seize retail markets in new territories.
Work in conjunction with retail collection to develop and implement early warning systems that highlight possible deterioration in the retail assets portfolio for initiating timely corrective action.
Monitor critical portfolio gaps at required intervals and take prompt remedial action when required to uphold the quality of the retail portfolio.
Coordinate with Section Head Customer and Marketing Analytics and oversee the development of Marketing campaign and strategy for all new traditional and digital branches of Doha Bank to ensure that such promotes the Branches’ image correctly.
Lead the benchmarking process to determine the Bank’s retail standing vis-à-vis its competitors and give the Bank a competitive edge with respect to retail products.
Direct the development and implementation of control, operational KPIs for the Al-Riyada, branch control operations, call center and retail branch network sections, in line with the annual business plans, and ensure team adherence with the same.
Oversee the Doha Bank’s established Business Continuity Plans and procedures, and implement or recommend suggestions / findings for improvements within the respective sections, as deemed necessary.
Lead special projects within the department, with emphasis on budget readiness, resource allocation and project deliverables.
Maintain highest standards of confidentiality, professional conduct, ethics and integrity in the provision of services in the department.
Follow the audit, compliance and procedural control measures set by the management.
Degree in Business Administration with specialization in Banking and Finance, and / or Sales and Marketing from a recognized university.
Master’s degree in Management any other related discipline.
Experience / Skills
15-17 years’ experience in Retail Banking preferably with a local / GCC bank.
Experience in branch operations / supervision and control and branch management at management capacity, with a strong understanding of the global and local banking industry.
Experience with affluent customer segment will be an added advantage.
Significant experience in best practices.