Senior Manager – Product Management – Development, Implementation & Service (Global Transaction Banking)

About QNB

Established in 1964 as the country’s first Qatari-owned commercial bank, QNB Group has steadily grown to become the largest bank in the Middle East and Africa (MEA) region. QNB Group’s presence through its subsidiaries and associate companies extends to more than 31 countries across three continents providing a comprehensive range of advanced products and services. The total number of employees is more than 28,000 serving up to 20 million customers operating through 1,000 locations, with an ATM network of 4,300 machines.

QNB has maintained its position as one of the highest rated regional banks from leading credit rating agencies including Standard & Poor’s (A), Moody’s (Aa3) and Fitch (A+). The Bank has also been the recipient of many awards from leading international specialized financial publications.

Based on the Group’s consistent strong financial performance and its expanding international presence, QNB currently ranks as the most valuable bank brand in the Middle East and Africa, according to Brand Finance Magazine. QNB Group has an active community support program and sponsors various social, educational and sporting events.

Job Purpose Summary:

The role covers three main functions of Product Management and related client services. Tasks will be allocated based on local operational needs:

Product: Development and management of Global Cash Management and Trade Finance products in line with the overall GTB, CIB, and QNB Group strategy.

Implementation and Client Service: Responsible for new products Implementation and Client Services Management, dedicated post sales customer implementations, customer training, system setups and implementations such as internet banking portal and technical file integration to enlisted clients Trade Middle Office: handling all trade middle office functionalities, namely the management of transactional approvals, the servicing of client’s day to day requests and providing exceptional client services such as pre doc check services, exceptional reporting, and other added value services required to ensure client commitment to the bank and differentiation in the markets.

Essential Duties & Responsibilities by Dimensions:

Shareholder & Financial:

Product:

• Development and market of cash management, trade finance products and value added service proposition for customers to uphold banks position as a key cash management and trade services player in its selected markets it operates.

Implementation and client service:

• Implementation of transaction solutions to contribute to department’s revenue, profitability, customer service and other set targets in line Global Corporate and Institutional Banking strategic directions and applicable policy guidelines.

Trade Middle Office:

• Providing differentiated and tailored trade services e.g. special and tailored solutions, document pick-up and special processing, identify support with digitization initiatives, etc.;
• Monitor trade finance transactions and provide guidance to ensure transactions are executed in a timely manner to guarantee top level of client service;
• Collaborate with internal stakeholders to streamline processes, improve efficiency and enhance client satisfaction;

Customer (Internal & External):

Product:

• Proactive gathering and analysis of market and business intelligence information and interfacing with local and head office departments to ensure that Department’s activities are targeted to meet prevailing customer needs as well as to respond to competitor actions.
• Responsible for working with the local and Global sales team on commercialization of cash & trade finance products and effectively tracks product profitability progress.
• Responsible for implementation of a one point of contact concept to respond to and resolve all customer needs and queries pertaining to trade services product activities.

Implementation and Client Service:

• Responsible for understanding customer’s current transaction process and system capability before implementing QNB cash management solution.
• Work closely with implementation project managers and customer IT units for technical file formats, etc various integration with bank internet channel and customer treasury systems.
• Identify cross-selling activities to enhance QNB's overall relationship with the customers
• Receives client inquiries/requests and complaints and logs / tracks all inquiries to closure
• Coordinates with all stakeholders as needed to help resolve/respond to client concerns
• Produces MIS and trends analysis to help resolve inquiries/queries at root level

Trade Middle Office:

• Daily review of transaction queues & escalate where required
• Respond and resolve day-to-day queries received from Clients/FI/Coverage, as well as manage complaints if/when received
• Perform service Reviews & Meetings – continuous service improvements on client feedback and market needs.
• Act as the key point of contact for clients along with the operations team, addressing complex inquiries, resolving issues, and providing exceptional service.
• Analyze market trends, industry developments, and client feedback to identify areas for improvement and innovation.

Internal (Processes, Products, Regulatory):

Product:

• Accountable for preparations and implementation of cash and trade strategic and business plans in relation to Corporate and Institutional Banking strategy and QNB Group objectives, as well as ensures they are communicated and cascaded to related stakeholders
• Responsible for initiation of products, and/or offerings development/ enhancement, aimed at fulfilling client needs. Including digital channel and partnership requirements in close coordination with the Global channels and partnerships team.
• Supports the preparation of cash and trade services marketing plans, client collateral, pitchbooks, sales support material and supports marketing activities alongside Global GTB Sales within the department to promote corporate banking products/ services in their best position.
• Responsible for setting and implementation of appropriate pricing structures / policies for cash and trade products.
• Supports the structure and closure of complex transactions involving the QNB network.

Implementation and Client Service:

• Accountable for preparation of Transaction services implementation plans for the assigned customers, in line with QNB policies and procedures.
• Based on market customer feedback provides valuable inputs on product development to the responsible employees.
• Provides support to the implementation of Transaction banking systems and services ensuring its compliance with business and customer requirements.
• Provides ongoing support to existing customers of Transaction banking systems services usage as well as ensures consistent client follow-up.

Trade Middle Office:

• Drive the transaction execution process and assume deal ownership.
• Implement solutions with respect to trade products and harmonize the initiatives with the transaction banking business objectives of the Country.
• Centralize and facilitate the transactional approvals from local management, Compliance, and head office teams for GTB related transactions.
• Maintain high documentation standards both internally and externally.
• Work with GTB Sales and Corporate Relationship Management to support the trade business objectives.

Education/Experience Requirements:

• University graduate preferably with a Major in Banking, Finance, Accounting, Economics, or Business Administration.
• At least 10 years of relevant experience, preferably within a highly rated international bank with strong transaction banking business.
• Extensive Experience in trade finance product management, cash management, and electronic channels for transaction banking, t preferably with international exposure.
• Comprehensive and deep knowledge of Trade Finance products i.e. Bank Guarantee/Import/Export, Supply China Finance & other Trade related financing within an operational context will be a must
• Well versed with latest UCP/URR/URDG/ISBP & local regulations (key regulatory requirement for Hong Kong and Greater China Markets related to Trade Finance)
• Past experiences in trade & cash operation, risk & Compliance, and customer services will be a big plus.

Required Special Skills:

• Excellent oral and written communication skills (including report writing) in English and Chinese.
• Strong analytical skills and the ability to communicate both verbally and in writing with all levels of management.
• Strong knowledge in Trade Finance and Cash products.
• Good understanding of Corporate Banking, Trade, and FI customer base, it's needs and expectations
• Good understanding of GAM customer model,
• Good overall experience of trade finance & cash from back office through front office

By applying for this position, you are agreeing to our Applicant Candidate Data Consent notice https://www.qnb.com/sites/qnb/qnbglobal/page/en/enapplicantcandidatedata.html

*** Only candidates based in Hong Kong will be considered for this opening.

*** Candidates should speak be able to communicate well in English, Mandarin and Cantonese.

Excellent oral and written communication skills (including report writing) in English and Chinese.

Strong analytical skills and the ability to communicate both verbally and in writing with all levels of management.

Strong knowledge in Trade Finance and Cash products.

Knowledge of risk management concept and practices

Good understanding of Corporate Banking, Trade, and FI customer base, it's needs and expectations

Good understanding of GAM customer model,

Good overall experience of trade finance & cash from back office through front office

By applying for this position, you are agreeing to our Applicant Candidate Data Consent notice https://www.qnb.com/sites/qnb/qnbglobal/page/en/enapplicantcandidatedata.html

*** Only candidates based in Hong Kong will be considered for this opening.

*** Candidates should speak be able to communicate well in English, Mandarin and Cantonese.