Role Summary : The incumbent will be primarily responsible for managing relationships customers pertaining to the SME segment allocated to him / her and act as a one-
stop solution’ for all customers’ requests and needs. The incumbent will be focusing on acquiring new target SME customers. Role Description :
Provide inputs to the Head of Sales and Relationship Management in developing and implementing strategies and plans to achieve all volume, revenue, and profit targets for the SME segment.
Proactively support the Head Sales and Relationship Management in the development of Key Performance Indicators for the purpose of systematic performance monitoring and quality measurement of the department’s function, customer portfolio development and the monitoring of achievements.
Responsive to the needs of the customer base and lead the customer focus initiative in the entire department.
Act as the single point of contact for servicing all needs / queries pertaining to the referenced customers (low value client, borrowing and non-
borrowing clients with standard product needs).
Ensure customer complaints are handled / resolved in the most expeditious manner.
Provide inputs to the Head of Sales and Relationship Management in the preparation of Service Level Agreements (SLAs) with internal departments / units to achieve improvements in turn around time which will also help increase external customer satisfaction.
Solid and current knowledge of the SME segment
Develop strong understanding of the SME banking market in Qatar, identifying key trends, regulations, clients’ needs and the activities of competitors
Proactively use industry information to advise existing and new clients
Stay up-to-date on SME topics to support and provide advice to clients in the portfolio
Develop excellent understanding of QNB SME product offering
Responsibility for a portfolio of existing high priority SME clients
Act as key point of contact for SME clients in the portfolio
Maintain and expand the SME customer base through introduction of innovative products backed by provision of superior services.
Strengthen existing relationships with clients in the portfolio through regular visits
Follow up with clients to gather regularly required documents and financial information
Refer customers to RMs once they begin to become highly profitable, show high growth potential, or have sophisticated product needs
Initial focus on acquiring new target customers directly
Develop and agree with the Head of Sales and Relationship Management on portfolio and client growth targets
Proactively use the network of existing client relationships to acquire new clients
Engage with industry associations and introducers to actively acquire new clients
First line of defense in the credit process
Maintain good understanding of the existing credit policy of the bank
Perform feasibility studies and initial credit assessment for new credit applicants
Advice clients on the adequate financing solutions for their business needs
Support credit in preparing the credit decision for new credit facilities and extension of existing credit facilities
Monitor existing borrowing relationships and raise concerns about loan serviceability to credit
Education / Experience Requirements :
Bachelor’s degree (MBA / Masters preferred
Min. 5 years of experience in managing banking relationship, ideally in an SME banking segment with at least 1 year of experience in the MENA region
Strong track record in managing business-to-business relationships with focus on sales and client service
Experience in credit assessment for SME clients and awareness of risk management concepts and practices
Excellent knowledge of SME banking products
Required Skills :
Excellent oral and written communication skills in English and Arabic (preferred).
Planning, organizing and analytical ability.
Strong relationship skills and awareness of risk management concept and practices.
Team player mentality
Strong analytical, problem solving skillsand organizational skills with a results orientanted mind-set
Confident and assertive with strong presentation skills
High standards of integrity and ethics