ECCO Gulf WLL

Product Marketing

• Develop, maintain, and automate daily, weekly, and monthly MIS reports related to operations, fraud incidents, productivity, and performance KPIs.
• Design and manage dashboards for senior management using Excel, Power BI, Tableau, or similar reporting tools.
• Analyze fraud-related data to identify trends, anomalies, and high-risk patterns and provide actionable insights for Fraud and Operations teams.
• Perform data cleansing, validation, and reconciliation to ensure data accuracy and integrity across all systems and reports.
• Maintain centralized databases and reporting repositories in compliance with data governance and banking security standards.
• Collaborate with Fraud, Risk, Operations, and IT teams to translate business requirements into analytical reporting solutions.
• Conduct root-cause analysis for operational deviations, fraud spikes, or KPI underperformance and provide recommendations.
• Generate ad-hoc analytical reports and management presentations as required by business leadership.
• Monitor data flows from multiple systems and proactively resolve data mismatches or reporting gaps.
• Ensure confidentiality, accuracy, and compliance with internal policies and regulatory requirements when handling banking data.
• Support internal and external audits by providing accurate reports and validating reported figures.

MIS Specialist

Call Center Representative

• Receive and promptly respond to emergency alerts from call centers or other channels.
• Follow established emergency response protocols using designated systems, scripts, and instructions.
• Ensure correct execution of operational procedures during incidents.
• Monitor live data, display screens, and operations center feeds to track ongoing incidents.
• Coordinate with internal departments, teams, and external agencies or stakeholders for effective incident management.
• Escalate issues to appropriate authorities in a timely manner when required.
• Share updates on incidents to ensure clear situational awareness.
• Liaise with external organizations or stakeholders involved in emergency and event management.
• Handle notifications, complaints, and incident reports professionally and accurately.
• Assist with escalation of complex or critical cases to ensure unified response efforts.
• Maintain accurate records in CRM systems and ensure timely data entry for incident tracking.
• Ensure proper documentation, logging, and follow-up for each case.
• Prepare daily, weekly, and monthly performance reports.
• Generate summaries of urgent complaints and handled cases.
• Adhere to organizational standards, operational procedures, and regulatory requirements.
• Protect sensitive information from unauthorized disclosure.
• Ensure compliance in all incident management and reporting activities.
• Work on a rotational basis to maintain 24-hour operational coverage.
• Ensure timely completion of all assigned duties and performance commitments.

Emergency Response Coordinator – Contact Center

• Manage and maintain the company's Management Information Systems (MIS) to ensure seamless operations.
• Collect, consolidate, and validate operational and financial data from various banking departments.
• Analyze and interpret data to provide actionable insights for business improvement.
• Prepare daily, weekly, monthly, and quarterly MIS reports for management and regulatory bodies.
• Analyze trends in deposits, loans, NPAs, customer behavior, and operational efficiency.
• Generate customer, loan, deposit, and branch performance reports.
• Monitor core banking systems and ensure smooth functioning of MIS applications.
• Identify system issues, troubleshoot errors, and escalate technical problems to the IT team.
• Assist in system upgrades, new software implementation, and database maintenance.
• Develop and implement data management strategies to enhance data quality and accessibility.
• Develop dashboards and analytical tools to improve business performance.
• Provide technical support and training to end-users to maximize system utilization.
• Develop automated reporting tools using Excel, SQL, Power BI, or similar platforms.
• Improve existing reporting processes for efficiency and accuracy.
• Implement digital solutions to reduce manual workloads.
• Ensure data integrity, accuracy, and security in all MIS systems.
• Conduct periodic data audits and clean-ups.
• Implement data access controls as per bank policies.
• Prepare detailed reports and presentations for management review.

MIS Officer

Financial Planning and Analysis

• Conduct thorough financial analysis to assess creditworthiness and support decision-making processes.
• Conduct comprehensive analysis of credit facility requests received by the department and document recommendations.
• Perform in-depth evaluation of financial and non-financial data to enhance the effectiveness of risk identification.
• Provide decision-makers with accurate financial figures, data, and analytical insights.
• Review and analyze credit-related information, including sectoral economic conditions, financial solvency, and sustainability.
• Prepare detailed credit analysis reports on borrowers, assessing their creditworthiness and repayment capacity.
• Submit findings and observations to the direct supervisor.
• Supply relationship managers and supervisors with all required financial data, reports, and analyses.
• Support the analysis of projected cash flows by preparing necessary financial reports.
• Keep the direct supervisor updated on key developments, market trends, and any changes affecting credit portfolios.
• Provide analytical support for all corporate-related projects and ensure timely delivery of accurate data.

Credit Financial Analyst

Administration

• Manage and support the organization’s SharePoint and K2 environments.
• Ensure system stability, Servicesflow functionality and user access control.
• Administer and maintain SharePoint and K2 platforms for optimal performance.
• Administer SharePoint sites, permissions, and content libraries.
• Manage K2 environment configurations and deploy Servicesflow solutions.
• Implement and manage security protocols to safeguard data integrity and access.
• Implement and maintain backup, recovery, and monitor routines.
• Collaborate with cross-functional teams to design and deploy customized solutions.
• Monitor system performance and troubleshoot issues to minimize downtime.
• Conduct regular system audits and generate reports for management review.
• Provide technical support and training to end-users to enhance system utilization.
• Ensure system security, scalability, and integration with ERP/EDRMS.
• Stay updated with the latest industry trends and integrate new technologies as needed.

SharePoint, K2 Platform Administrator

QA Automation Engineer

• Designs and develops digital forms and Servicesflows using K2, Power Apps, and Power Automate.
• Improves efficiency by automating manual processes and integrating them with enterprise systems.
• Analyzes business requirements and translates them into technical specifications for automation solutions.
• Integrates solutions with SharePoint, ERP, and EDRMS applications.
• Designs, develops, and deploys automation workflows using K2 and Power Platform tools.
• Collaborates with cross-functional teams to identify areas for process improvement and automation.
• Conducts requirement analysis and develops proof-of-concept prototypes.
• Performs testing, validation, and documentation for all automated processes.
• Maintains and optimizes existing automation solutions to ensure they meet business needs.
• Provides technical support and training to end-users on automated processes.
• Stays updated with the latest industry trends and advancements in automation technologies.
• Maintains and optimizes existing Servicesflows to improve business efficiency.

Business Process Automation Developer – K2, Power Platform

Security Engineer

• Control frameServices mapping (ISO 27001, QCSF, NIA ) to business processes.
• Control design & effectiveness testing (walkthroughs, sampling, test scripts).
• Audit lifecycle execution (readiness, field Services coordination, closure with auditors).
• Evidence management & traceability (artifact collection, versioning, chain of custody).
• Risk assessment & treatment (registers, scoring models, risk acceptance/mitigation plans).
• Policy/standard/procedure development and periodic review for auditability.
• Third-party/vendor risk management
• Cloud security compliance (AWS/Azure/GCP: IAM, logging, baseline configurations).
• Regulatory alignment (NIA, Qatar Privacy Law, Qatar Cyber Crime Law, GDPR/CCPA, PCI DSS, ) and applicability analysis.
• Metrics & reporting (KPIs/KRIs, dashboards, executive summaries).
• Issue management & remediation tracking.
• GRC platform proficiency.

GRC Analyst, Information Security

• Cloud Governance and Standards.
• Risk & Exception Management: Run risk assessments on cloud services/Servicesloads; propose compensating controls; operate exception register with expiry and review cadence.
• Identity & Access Governance: Design RBAC/ABAC models, SoD matrices, privileged access patterns, break-glass procedures; lead quarterly access reviews with evidence capture.
• Data Protection: Classify data; specify encryption at rest/in transit; key management lifecycle (KMS/Key Vault/Cloud KMS), BYOK/HYOK guidance, DLP guardrails.
• Logging & Monitoring Requirements: Define mandatory telemetry. (CloudTrail/Azure Activity/GCP Audit), retention/integrity controls, and SIEM onboarding schema/use cases.
• Posture Management (CSPM/CIEM/CNAPP): Configure and tune policies; triage high-severity findings; route ownership; track remediation SLAs and metrics.
• IR Enablement (Cloud): Author cloud-specific playbooks (privilege escalation, exposed storage, key compromise); define evidence collection and containment prerequisites for SOC.
• Compliance & Audit Readiness: Map controls to ISO 27001/GDPR/NIA/Qatar Cloud Policy frameServices/ etc.; produce test procedures and evidence plans; support audits without material findings.
• Stakeholder Communication: Clear, concise risk narratives and decision records for engineering leads, product owners, and auditors.

Cloud Security, InfoSec Specialist

Sales

• Identify and target potential customers through various sales channels.
• Conduct face-to-face meetings and presentations to promote banking products.
• Develop and maintain relationships with clients to foster loyalty and repeat business.
• Achieve and exceed sales targets and objectives set by the company.
• Provide excellent customer service and support throughout the sales process.
• Stay updated on industry trends and competitor offerings to effectively position our products.

Direct Sales Agent, Banking

Attorney

• Provides Comprehensive operational Support to the legal unit team by managing director schedules, tracking task progress, and ensuring deadlines are met.
• Responsibilities include preparing reports and agendas for meetings, overseeing contracts processes and maintain an efficient electronic filing system.
• Supporting contract drafting and review, monitoring the legal unit's budget and ensuring compliance with project requirements.
• Collaborates with stakeholders, enhances staff services and quality planning, and fosters a professional and cooperative environment within the legal unit.

Legal Administrator

• Handling inbound and outbound calls related to banking inquiries and services.
• Providing accurate information and solutions to customer queries.
• Maintaining customer records by updating account information.
• Resolving customer complaints efficiently and effectively.
• Collaborating with team members to improve customer service processes.
• Adhering to all company policies and procedures.

Call Center Agent – Banking

• Providing exceptional service and support to customers
• Handling inbound and outbound calls related to inquiries and services
• Providing accurate information and solutions to customer queries
• Maintaining customer records by updating account information
• Resolving customer complaints efficiently and effectively
• Collaborating with team members to improve customer service processes
• Adhering to all company policies and procedures

Call Center Agent, 6 Months Contract

Consultant

• Collect and document business requirements for Dynamics 365 F&O based on department needs.
• Configure and customize D365 F&O modules (Finance, Procurement, Projects, and Supply Chain) to support Organization workflows.
• Collaborate with internal stakeholders to define project scopes, timelines, and deliverables.
• Perform functional testing, identify system issues, and coordinate resolutions.
• Provide user training and technical support to internal teams across departments and field offices.
• Prepare and maintain detailed documentation for configurations, processes, and customizations.
• Coordinate with developers for system integrations with third-party platforms (e.g. fundraising, logistics).
• Continuously assess system performance and recommend enhancements aligned with Organization's digital transformation goals.

Dynamics 365 F&O Functional Consultant – Temporary 4 Months

Operations

• Monitor and coordinate the contact centre workflows: call volumes, email/chat enquiries, service level agreements (SLAs), agent schedules and shift adherence.
• Support the forecasting and scheduling of agents, in coordination with workforce planning, to meet required staffing levels and minimise idle time or over-utilisation.
• Track, collect and analyse operational data (e.g., call volumes, average handle time, abandon rate, first-contact resolution) and prepare regular reports for management with actionable insights.
• Assist in the revision and implementation of standard operating procedures (SOPs), process flows and contact centre policies to improve efficiency and quality of service.
• Provide operational support to team leads and agents: respond to escalations, assist with real-time monitoring (e.g., queue statuses, service-level breaches), and ensure escalation protocols are followed.
• Liaise with other departments (IT, training, quality, CRM/system support) to ensure that tools, systems and resources used by the contact centre are functioning correctly and are optimised.
• Contribute to quality assurance and continuous improvement initiatives: review agent performance metrics, identify training needs, highlight process gaps and propose solutions.
• Maintain and update operational documentation, logs and dashboards; ensure accuracy and timeliness of data.
• Ensure compliance with relevant guidelines, regulations and confidentiality requirements (particularly given the public sector / governmental environment).
• Support ad-hoc projects related to contact centre enhancements (e.g., new channel integration, self-service implementation, automation) as required by the Ministry.

Operations Coordinator – Contact Centre

• Lead, supervise and motivate a team of contact centre agents (inbound/outbound/emails/chat as applicable) to meet daily/weekly/monthly service and productivity targets.
• Monitor key operational metrics (e.g., call volumes, average handle time (AHT), abandon rate, first-contact resolution (FCR), service level, occupancy) and guide the team to perform accordingly.
• Provide coaching, mentoring, feedback and performance discussions with team members; support their development and maintain high morale.
• Monitor real-time performance: queue status, staffing levels, unexpected spikes, escalations; assist agents with tricky or escalated calls when required.
• Assist with workforce planning/roster adherence: ensure shift coverage, manage absenteeism, breaks, agent scheduling issues in coordination with workforce/roster team.
• Ensure adherence to standard operating procedures (SOPs), contact centre policies, quality standards, regulatory requirements (especially as this is a public sector environment).
• Work closely with quality assurance, training and IT/system support to ensure agents have the right tools, system access, knowledge, and process updates.
• Prepare and present daily/weekly operational reports to the Contact Centre Manager: highlight performance trends, issues, improvement areas and action plans.
• Identify process improvement opportunities to enhance service delivery, efficiency, and customer experience; escalate ideas and support implementation.
• Manage and respond to escalations (internal or external) appropriately: coach agents, ensure resolution, track root causes, maintain records.
• Foster a positive team culture: encourage collaboration, continuous learning, responsiveness to feedback, and alignment with the Ministry’s citizen-service ethos.
• Contribute to capacity building: onboarding new agents, running team briefings, facilitating training refreshers, and supporting change initiatives (e.g., introduction of new channels/automation).
• Ensure the security and confidentiality of citizen data, and compliance with relevant data protection/regulatory frameworks.

Operations Team Leader – Contact Centre

Engineer

• Ensure operation of all electrical, mechanical, water and sewage of the facility.
• Coordinate with suppliers to deliver required maintenance – preventive and corrective.
• Inspect all areas of the facility to observe any abnormalities that may require immediate attention for repairs and maintenance and report to the concerned party – supplier/vendor, or Administration Services Section Head.
• Identify other maintenance requirement to ensure operational readiness and coordinate with Spectrum Monitoring Systems Engineer for all requirements of purchase.
• Supervise all works of maintenance supplier engineers, technicians and labourers to ensure timely delivery and completion of services.
• Provide support to vendors and suppliers as required.
• Evaluate access requirement of vendors and suppliers.
• Process applications for gate pass and access to the facility and ensure security of all assets being accessed by third party suppliers.
• Maintain a Service and Maintenance Record for proper documentation of all faults, breakage, damage, malfunction, and the services related to repairs of such.
• Plan and maintain a schedule of all routine maintenance activities for all equipment and facility and coordinate with respective suppliers for the timely delivery of services.
• Provide the Spectrum Monitoring Section Head with regular updates of maintenance activities.

Service Maintenance Engineer

• Operate the mobile or fixed monitoring stations, as assigned, in order to carry out monitoring requirements effectively and in accordance to best practices and standards.
• Support and advice the Spectrum Monitoring-Coordinators in carrying out monitoring activities, as required.
• Identify source/type of interference, spill over, etc. and check compliance with technical parameters and provide recommendations for eliminating harmful interferences.
• Collaborate with frequency users in order to identify any spectrum infringements and inform the Spectrum Operations-Senior Engineer as required.
• Compile and analyse data and information upon completion of monitoring investigations and share with Spectrum Operations-Senior Engineer in order to determine if there are cases of breaching compliance to licensing conditions.
• Develop and maintain a reference database of monitored frequencies.
• Identify any maintenance requirements for the mobile or fixed stations and follow up with Spectrum Operations-Senior Engineer in order to ensure operational readiness.
• Provide the Spectrum Operations-Senior Engineer with regular updates of monitoring activities, issues identified, band efficiency, radiation patterns and others, as required.
• Stay up to date with international recommendations, standards and trends related to spectrum monitoring.

Spectrum Monitoring Engineer

• Ensure the efficient operation of the center
• Provide leadership and guidance to a team of dedicated professionals
• Manage the day-to-day activities of the team
• Ensure adherence to emergency response protocols
• Ensure service delivery meets the highest standards
• Lead, mentor, and develop a team of Emergency Response Coordinators
• Respond to emergency calls and coordinate with specialized teams
• Monitor daily activities and performance of the Operations Center
• Oversee performance and productivity within the operations center
• Track and evaluate staff performance
• Manage attendance records for shift employees
• Prepare analytical and performance reports
• Manage escalation processes for complex or critical cases
• Coordinate with internal departments and external stakeholders
• Issue daily, weekly, and monthly reports related to performance and activities
• Ensure adherence to systems, procedures, and standards related to operational quality
• Maintain information security and ensure that ministry data is not shared with unauthorized parties
• Handle emergency alerts and notifications

MIS Specialist

Emergency Response Coordinator – Contact Center

MIS Officer

Credit Financial Analyst

SharePoint, K2 Platform Administrator

Business Process Automation Developer – K2, Power Platform

GRC Analyst, Information Security

Cloud Security, InfoSec Specialist

Direct Sales Agent, Banking

Legal Administrator

Call Center Agent – Banking

Call Center Agent, 6 Months Contract

Dynamics 365 F&O Functional Consultant – Temporary 4 Months

Operations Coordinator – Contact Centre

Operations Team Leader – Contact Centre

Service Maintenance Engineer

Spectrum Monitoring Engineer

Emergency Response Coordinator – Contact Center

Call Center Team Leader – Emergency Response