Premium Lounge Manager (Qatari & Children of Qatari mother)

Key Responsibilities:

Supervision of Subordinates

• Organize and oversee operational activities and the work of subordinates to ensure that tasks within specific areas are performed efficiently, in line with operating procedures and policies.
• Provide on-the-job training and system guidance, offering constructive feedback to support subordinate development.
• In the absence of the SVP/Director of Premium Banking, manage all CB Premium activities as the Branch Manager, specifically within the CB Premium Lounge business model.

Budgets and Plans

• Assist in preparing the budget and monitor financial performance in relation to the budget, ensuring awareness of anticipated costs/revenues and identifying areas requiring improvement.

Premium Lounge Value Proposition

• Ensure compliance with CB Premium Lounge guidelines by reviewing, monitoring, and updating literature displays/branding materials, requesting new installations as necessary.

Premium Lounge Management

• Recommend staffing levels for the Premium Lounge team based on CBQ Premium Lounge targets and mission to ensure adequate staffing.
• Oversee operational activities within the Premium Lounge, including opening and closing procedures, security alarm checks, and register control, to ensure the premises’ integrity.
• Manage the reporting of Anti-Money Laundering cash deposits, ensuring adherence to CBQ Premium Lounge operations standards.
• Supervise all financial and non-financial transactions, ensuring compliance with CBQ Premium Lounge operation standards, including email instruction verification and approval/rejection of documents.
• Review and recommend credit facilities to existing and new CBQ Premium Lounge customers, optimizing business opportunities for the bank.

Premium Lounge Performance Management

• Motivate and evaluate employee performance according to policies and procedures to foster a performance-driven culture within the CBQ Premium Lounge team.

Premium Lounge Relationship Management

• Handle customer complaints and inquiries, ensuring timely and effective resolutions.
• Promote self-service channels by encouraging staff to educate customers on using alternative services such as ATMs, POS, Call Center, and other digital services to enhance profitability.
• Ensure service level standards are met as evidenced by positive mystery shopping scores and Net Promoter Scores (NPS).

Premium Lounge Capability Building

• Recruit and train new employees, ensuring a smooth onboarding process and ongoing capability development to drive performance.
• Coach and review staff development to ensure team capabilities align with business performance goals.

Premium Lounge Reporting

• Create regular and ad-hoc reports for the SVP/Director of Premium Banking, providing insights into team achievements relative to business targets.

Skills:

Change Management

• Lead and manage departmental change by continuously improving systems, processes, and practices in line with international best practices, industry standards, and evolving business environments.

Policies, Systems, Processes, and Procedures

• Develop and enforce policies, procedures, and controls to ensure compliance with risk, audit, and regulatory requirements, while maintaining cost-effective, quality service.

Quality, Health, Safety, and Environment

• Ensure compliance with all relevant quality, health, safety, and environmental policies and controls to ensure employee safety, legislative compliance, and the delivery of high-quality service.

Related Assignments

• Perform additional duties as assigned.

MIS and Reports

• Ensure timely and accurate preparation of all departmental reports in accordance with CBQ’s policies and standards.

Wealth Management Services

• Provide consultation on investment and asset management.
• Offer tailored wealth management profiling to meet specific investment needs.
• Manage investment and trading services for customers, offering guidance and information.
• Acquire new referrals/relationships aligned with the wealth strategy.

Customer Acquisition and Retention

• Acquire new relationships and expand existing ones by increasing wallet share and cross-selling.
• Gather client feedback to improve value propositions and products, ensuring communication with the Segment Management team.
• Build relationship management by conducting joint meetings with Relationship Managers, both in-office and through external visits.
• Resolve customer issues and complaints, working to ensure prompt resolutions and uphold customer confidence.

Education

• Diploma in Business or equivalent.