Operations and Process Improvement Specialist

About Commercial Bank of Qatar Commercial Bank, founded in 1975 and headquartered in Doha, plays a vital role in Qatar’s economic development by offering a range of personal, business, government, international and investment services. We believe in empowering our employees, providing them with opportunities for growth and professional development.

By Joining us, you’ll be part of a workplace culture that fosters innovation, supports work-life balance, and encourages you to reach your full potential.

Join us in shaping the future of banking!

Job Summary Providing centralised control of all strategic operational & IT activities of Sadara to meet all business requirements.

Collection, dissemination and control of management information and preparation of critical presentations for management key resource for the Management Information System, Performance management data extraction, analysis & reports.

Ownership and control of Sadara performance / KPI exercises, preparing lists, follow ups.

Central hub for premium banking team to manage requests from all channels.

Key Accountabilities Management Information Systems (MIS)

Maintain and enhance CRM dashboards tailored for multiple job roles (RM, SRM, Team Leader, and Management).

Analyze Sadara dashboard data and submit periodic variance reports to ensure data accuracy and integrity.

Generate CRM call reports and manage their distribution and follow-ups to maintain key client contact strategies.

Manage centralized staff data, ensuring timely updates and accuracy.

Collect and centralize monthly MIS data in collaboration with relevant teams.

Administer and manage role-based system access for Sadara team members.

Oversee shared drive regularization to support efficient file management.

Business Continuity & Operational Support

Independently manage BCP-related initiatives, including annual call tree exercises.

Support Directors across ongoing Premium Banking projects, liaising with cross-functional teams.

Coordinate distribution of event-related gifts and tickets for Director’s office clients.

Performance Management

Compile and monitor weekly RM KPIs and performance data for mid-year / year-end assessments.

Disseminate Sadara targets and incentive frameworks to frontline staff.

Develop comprehensive performance scorecards and reports for appraisal reviews.

Prepare dynamic presentations and reports using PowerPoint and Power BI for senior management.

Track and analyze general staff performance against defined benchmarks.

Reporting & Compliance

Produce accurate departmental reports in line with organizational policies and timelines.

Conduct periodic IAM (Identity Access Management) reviews with IT stakeholders.

Ensure operational SLAs and compliance protocols are up to date and enforced.

Training & Onboarding

Lead training uploads and coordinate structured onboarding for new staff.

Train new joiners on core systems (CRM, Equation, FT Smart, DSM, Cognos, Sadara Dashboard).

Coordinate issuance of IT and bank collaterals and arrange system access through stakeholders.

Manage familiarization sessions and provide team-wide application support.

Liaise with HR on all Sadara staff-related matters, including leave planning, KPI reviews, and PIPs.

Strategic Insights & Continuous Improvement

Analyze product-wise penetration and staff-level performance data for strategic planning.

Identify team strengths and weaknesses based on portfolio performance insights.

Recommend process improvements and maintain updated SOP documentation.

Coordinate with facilities management to maintain the aesthetic and functional design of Premium lounges.

Health, Safety & Environment (HSE)

Ensure adherence to all quality, health, safety, and environmental policies and procedures across operations.

Competencies

Technically proficient in Microsoft Office (Word, Excel, PowerPoint, Vision, Outlook, Acrobat & Power Business Intelligence tools).

Providing IT and systems related support and guidance to all Sadara members.

Strong presentation & spreadsheet and analytical skills.

Business Drive for results / Achievement Orientation.

Concern for Quality.

Team player.

Interpersonal Effectiveness.

Change Orientation.

Required Qualifications

Bachelor’s Degree, preferably in IT related / Business.

Required Experience

5 - 8 years’ relevant experience in the banking sectors.

Knowledge & Other skills

Knowledge of Banking Industry

Refined Stakeholder Management Skills

Can work under pressure and demonstrate a flexible attitude to work

Technophile

Interpersonal skills

Organizational skills

Strong Communication skills in English & Arabic

Presentation skills

Ability to interact with internal and external customers in a multi-cultural environment

Why Commercial Bank

Best Digital Bank in the Middle East 2024 by World Finance and Best Mobile Banking App in the Middle East 2024 by Global Finance.

An Innovation-Driven, Digital-First Environment where employees work with the latest tools and technologies to redefine banking.

Opportunities for Global Partnerships & International Exposure , connecting employees with global networks and perspectives.

A focus on Employee Well-being & Work-Life Balance , ensuring a healthy and supportive environment for all team members

Competitive Compensation & Benefits that ensure our employees are rewarded for their dedication and performance.

A strong Commitment to Diversity, Equity & Inclusion , fostering a culture that values every individual’s unique perspective.

At Commercial Bank, we don’t just offer careers, We shape futures by pioneering digital transformation in Qatar’s banking sector, blending digital-first approach to redefine banking through innovative solutions.

Disclaimer We appreciate your interest in joining CBQ! Please note that only selected candidates will be contacted for further steps in the hiring process. This job posting is for informational purposes only, and CBQ reserves the right to modify, withdraw, or close it at any time without notice.

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