Qureos Mentor

Mashreq

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 About the Company
 
 
 
 
 
 
 Mashreq Digital Bank is committed to providing a best-in-class customer experience while ensuring compliance with regulatory requirements and achieving commercial objectives in the payments domain.
 
 
 
 
 
 
 
 
 
 About the Role
 
 
 
 
 
 
 
 
 
 The Senior Product Owner &ndash; Payments will be responsible for driving the strategy, development, and delivery of payment products with a focus on international remittances and payment instruments. This role will act as the bridge between business, technology, compliance, and operations teams to deliver innovative, customer-centric solutions in line with the bank&rsquo;s digital-first strategy.
 
 
 
 
 
 
 
 
 
 Responsibilities
 
 
 
 
 
 
 
 
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 Product Strategy &amp; Roadmap
 
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 Define, prioritize, and manage the payments product roadmap with emphasis on international remittances and payment instruments.
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 Identify market trends, customer needs, and regulatory developments to shape product direction.
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 Align product strategy with Mashreq&rsquo;s overall digital banking objectives.
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 Product Development &amp; Delivery
 
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 Own the product backlog and ensure timely delivery of features and enhancements through Agile methodology.
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 Partner with technology teams to design, build, test, and launch secure, scalable, and compliant solutions.
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 Lead end-to-end product lifecycle management from ideation to launch and continuous improvement.
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 Customer Experience &amp; Innovation
 
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 Deliver seamless, intuitive, and differentiated payment journeys for retail and SME customers.
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 Drive innovation by integrating with fintechs, global remittance players, and payment schemes.
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 Champion digital-first design, customer insights, and data-driven decision-making.
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 Risk, Compliance &amp; Governance
 
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 Ensure adherence to local regulatory guidelines (SBP, FATF, AML/CFT, data privacy).
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 Implement robust controls around transaction monitoring, fraud prevention, and operational resilience.
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 Work closely with compliance, legal, and risk teams to mitigate risks in cross-border payments.
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 Commercial Performance &amp; Partnerships
 
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 Monitor and drive KPIs such as transaction growth, revenue, customer adoption, and cost efficiency.
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 Build and manage partnerships with payment networks, remittance partners, and technology vendors.
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 Support pricing, go-to-market strategy, and promotional campaigns for payment products.
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 Stakeholder Engagement
 
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 Collaborate with group/regional teams to align on strategy, platforms, and cross-border initiatives.
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 Influence and manage senior stakeholders to support product priorities.
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 Qualifications
 
 
 
 
 
 
 
 
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 8&ndash;12 years of relevant experience in payments, remittances, or digital banking.
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 Prior experience as a Product Owner / Product Manager in a bank, fintech, or payment service provider.
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 Track record of launching and scaling successful payment products in complex environments.
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 Exposure to cross-border remittances, card issuing, or real-time payments is essential.
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 Experience working with international payment partners and schemes preferred.
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 Required Skills
 
 
 
 
 
 
 
 
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 Deep understanding of payments ecosystem (domestic and cross-border).
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 Knowledge of international remittances (corridors, settlement, compliance requirements).
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 Familiarity with global and local payment schemes, real-time payments, card issuance, and acquiring.
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 Strong grasp of digital banking, fintech integrations, APIs, and customer authentication methods.
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 Regulatory frameworks in Pakistan (SBP regulations, AML/CFT, data privacy).
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 Product ownership and backlog management in Agile/Scaled Agile environments.
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 Strong analytical, problem-solving, and commercial acumen.
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 Excellent stakeholder management, negotiation, and communication skills.
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 Customer-centric mindset with ability to translate insights into product features.
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 Ability to balance innovation with risk and compliance considerations.
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 Preferred Skills
 
 
 
 
 
 
 
 
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 Experience working with international payment partners and schemes preferred.
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 Pay range and compensation package
 
 
 
 
 
 
 
 
 
 Compensation details are not specified in the provided job description.
 
 
 
 
 
 
 
 
 
 Equal Opportunity Statement
 
 
 
 
 
 
 
 
 
 Mashreq Digital Bank is committed to diversity and inclusivity in the workplace.
 
 
 
 
 
 ```
 
</div>

Senior Product Owner-Payments

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 Job Purpose:
 
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 To achieve monthly KPIs (Save Rate) assigned.
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 To maintain standard performance to achieve top save rate and maximum retains without Offer
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 To ensure that all Retention efforts and activities are directed to meeting card business goals.
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 To ensure assigned card retention monthly targets are achieved
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 To ensure that there is no complaints or errors.
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 Top call quality scores and Customer service etiquettes to be displayed over the calls.
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 100% adherence to the defined retention ADM.
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 Adherence to TAT for all the customer request received.
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 Adherence to discipline and punctuality
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 Attending Daily team huddles &amp; keeps up to team commitments.
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 Monitor personal performance and align strategies to improve retain out comes.
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 Key Result Areas
 
 
 
 Knowledge, Skills and Experience
 
 
 
 
 
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 University Graduate.
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 Excellent people management skills.
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 1-2 years experience in similar work environment.
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 Preferably has a practical marketing background.
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 Has strong Sales and customer focus and ability to think creatively and work under pressure.
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 Excellent presentation skills.
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 Good team player with result driven attitude.
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 Business sensitive.
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 Has analytical and computer skills.
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 Adaptable and versatile.
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</div>

Relationship Officer- Retention (Mashreq Global Network)

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 Job Purpose
 
 
 
 
 
 Reporting to Senior Manager &ndash; Product Marketing, the appointee will support the overall marketing &amp; budget for Personal Loans, Mortgages, Digital Strategic Partnerships, FX &amp; Mashreq Millionaire; develop &amp; deliver business marketing campaigns, and leverage all marketing aspects such as Digital, Offline, PR &amp; Research to achieve significant results.
 
 
 
 
 
 Key result Areas
 
 
 
 
 
 
 
 
 1. Product Marketing
 
 
 &bull; Together with Senior Manager - Product Marketing, work with products team to build marketing strategy for the year, by quarter, in line with business objectives and within budget
 
 
 &bull; Build comprehensive 360-degree plans for all campaigns across offline &amp; digital
 
 
 &bull; Develop &amp; execute NTB &amp; ETB campaigns end-to-end from creative development to media planning, roll-out, tracking and optimizing
 
 
 &bull; Track the results of all campaigns and perform analysis / learnings for improvements
 
 
 &bull; Track competitor activities and develop suitable marketing responses
 
 
 &bull; Manage assigned budgets, vendor accruals &amp; payments in line with Finance policies
 
 
 &bull; Economic Departments: ensure the required permits for marketing promotions are in place
 
 
 Review, revamp and optimize product journey content and customer communication templates to ensure it meets the brand guidelines
 
 
 
 
 
 2. Digital Marketing
 
 
 &bull; Together with Senior Manager - Product Marketing develops digital marketing strategy by identifying customers and their current and future needs (insights driven), tracking changes in supply and demand, and monitoring the competition.
 
 
 &bull; Plans and executes media plans - social media, web, SEO/SEM and display advertising, database marketing
 
 
 &bull; Measures and reports performance of all digital marketing campaigns across platforms and deliver identified month-on-month KPIs
 
 
 &bull; Identifies trends and insights, and optimizes media plan, spend, creatives and performance based on the insights
 
 
 &bull; Identifies critical conversion points &amp; drop off points, and work with Product team, Technology &amp; Digital Studio to optimizes user funnels.
 
 
 
 
 
 Knowledge, Skills and Experience
 
 
 
 
 
 &bull; Mandatory experience in Digital Marketing
 
 
 &bull; Strong expertise in banking products marketing with proven track record
 
 
 &bull; Deep understanding of business dynamics, profitability and growth drivers
 
 
 &bull; Entrepreneurial with strong drive to succeed, with commitment &amp; result orientation
 
 
 &bull; Creative thinker, strong ideation, good people communicator &amp; relentless executor with attention to detail
 
 
 &bull; Ability to engage with senior stakeholders
 
 
 &bull; Proven ability to leverage external agencies &amp; alliance partners to deliver outstanding campaigns
 
 
 &bull; Proven track record in conceptualizing, developing and executing digital marketing campaigns
 
 
 &bull; Ability to conceptualize, review and revise marketing content. Copywriting skills would be a plus.
 
</div>

Product Marketing Manager, Loans & Digital Strategy (Mashreq Global Network Pakistan)

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 Job Purpose
 
 
 
 
 
 We are seeking a highly creative and versatile Creative Designer to join Mashreq marketing team. The ideal candidate will collaborate closely with the marketing team to conceptualize and execute innovative ideas, designs, and visual concepts for Mashreq campaigns, promotional / engagement activities, and marketing communications across various digital and offline platforms.
 
 
 
 
 
 Key result Areas
 
 
 
 
 
 &bull; Work closely with marketing team to produce new creative ideas for various segments (such as Mashreq NEO, Credit Cards, etc), promotional campaigns, and marketing communications, in line with business objectives for the campaigns.
 
 
 &bull; Takes input from marketing team to ensure that designs meet organizational standards and brand expectations, express ideas/concepts accurately.
 
 
 &bull; Develop creative concepts &amp; also has experience in adapting layouts into different mediums &amp; sizes
 
 
 &bull; Create visually compelling designs, graphics, and layouts for marketing campaigns, social media content, emails, mobile notifications, and other marketing / advertising materials targeting existing to bank and new to bank customers.
 
 
 &bull; Ensure all designs and creative outputs are consistent with Mashreq NEO brand guidelines, maintaining a cohesive and impactful visual identity across all mediums.
 
 
 &bull; Expertise in adapting and optimizing layouts, designs, and visuals for various digital and print mediums, ensuring seamless integration and effectiveness across different platforms and sizes.
 
 
 &bull; Collaborate effectively with cross-functional teams, including marketing managers and product team to understand project requirements and deliver designs that meet objectives.
 
 
 &bull; Stay updated on design trends, emerging technologies, and best practices in graphic design and digital media to infuse creativity and innovation into design strategies.
 
 
 &bull; Take an active role in crafting compelling written content to complement visual designs, including but not limited to, headlines, taglines, captions, and concise copy for marketing collateral, ensuring a cohesive blend of creative visuals with impactful messaging.
 
 
 &bull; Develop and maintain consistency in brand voice and messaging across all creative outputs, ensuring that written content aligns seamlessly with the visual elements.
 
 
 
 
 
 
 
 Knowledge, Skills and Experience
 
 
 
 
 
 &bull; Exceptional creativity, design skills and good in creative writing.
 
 
 &bull; Strong portfolio showcasing creative designs, visual concepts, and adaptable layouts.
 
 
 &bull; Excellent communication and collaboration skills.
 
 
 &bull; Ability to manage multiple projects with varying deadlines.
 
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Marketing, Creative Designer (Mashreq Global Network Pakistan)

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 Job Purpose:
 
 
 
 
 
 To delight internal and external customers over the phone ( inbound &amp; outbound -call back)
 
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 Interact with customers over the phone, chat , email to understand their banking needs.
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 Provide excellent customer service to achieve customer loyalty.
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 Resolve problems over the live chat, email or telephone.
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 Convert sales opportunities in order to meet financial targets.
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 Clarify and explain procedures and products over the telephone.
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 Capture and report customer feedback towards continual product development.
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 Key Result Areas:
 
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 Operates in a Call Centre environment where the interface with customers is over the telephone.
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 Operates within standard rules and guidelines set by the Bank and additional ones set by and unique to the Direct Banking Center.
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 Mostly related to explaining procedures or providing information regarding retail banking products.
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 Also involves root cause analysis and reversals of charges and fees when necessary.
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 Knowledge, skills &amp; experience:
 
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 University Graduate (preferably with some finance / banking or maths component).
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 1 &ndash; 3 years experience
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 Very customer focused
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 Computer literate
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 Excellent communication skills
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 Strong listening skills.
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Customer Service Officer (Mashreq Global Network Pakistan)

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 - Create service-oriented dashboards for queries handled by the team and suggest workable solutions to bring down /reduce manual handling of these query messages.
 
 
 - Develop a mechanism to fast-track identification of queries originating on account of processing errors, highlight the same to Department head and work closely with operations team and client services to resolve the issue and minimize loss and customer impact.
 
 
 - Ensure errors/knowledge gaps resulting in queries are shared with line managers &amp; Division Heads to curb service issues.
 
 
 - Ensure E2E processes are improved through automation/digitalization initiatives.
 
 
 - Central point of reference for all Queries, Complaints and concerns.
 
 
 - Critical analysis of issues associated with errors, delays and SLA breaches. Recommend effective solutions to resolve them permanently.
 
 
 - Support in designing solutions which can be proposed to address issues identified during Quality Check and MIS report generation.
 
 
 - Ensure solutions are implemented on fast-track basis.
 
 
 Ensure inter-group and intra-group SLAs are reviewed periodically and improved in line with automated solutions.
</div>

Assistant Manager - Operations

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 Job Purpose
 
 
 
 Ensure the smooth operation and continuous improvement of multiple critical applications within Pakistan Digital Retail Banking (PK DRB). Oversee the management of both Run and Change activities for these applications, ensuring maximum availability, stability, and performance. Coordinate with business and technical teams to address issues, implement changes, and provide comprehensive support to the business. Ensure compliance with organizational policies and procedures. Prepare and present regular status reports to management and stakeholders on support and change management activities. Provide training and knowledge transfer to team members and stakeholders.
 
 
 
 
 
 
 Key Result Areas
 
 
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 Ensure timely resolution of support tickets for all managed applications.
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 Monitor system performance and ensure maximum availability and stability of all managed applications.
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 Manage and support change management processes &amp; prioritisation, QPMs etc. to ensure smooth implementation of changes.
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 Ensure the team provides comprehensive UAT support to the business, ensuring all test cases are executed and issues are resolved.
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 Ensure compliance with organizational policies and procedures in all support and change management activities.
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 Support HQ team in system maintenance activities and ensure smooth operations during maintenance windows.
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 Provide training and knowledge transfer to team members and stakeholders to ensure continuity of support.
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 Identify and implement system improvements to enhance performance and reduce complexity.
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 Prepare and present regular status reports to management and stakeholders on support and change management activities.
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 Operating Environment, Framework and Boundaries, Working Relationships
 
 
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 Lead the Development of all business requirements and ensure the effective participation of team for project activities and required deliverables.
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 Would be interacting with the higher level management &amp; senior business users to understand their requirements and automation needs.
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 Effective Co-ordination with business and HQ stakeholders to manage their expectation.
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 Foster collaboration with business units, internal teams, and technology stakeholders, maintaining open communication and alignment.
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 Adhere to organizational policies, compliance, and procedures, ensuring effective participation in project activities and deliverables.
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 Provide general administrative support to the team, including, meetings, knowledge transfer and Timesheet reporting, preparation of weekly status report.
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 Track performance of individuals in team and conduct performance appraisals on periodic basis.
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 Problem Solving
 
 
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 Lead the team in effectively managing and resolving crises, ensuring minimal disruption to business operations.
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 Develop and implement crisis management plans and protocols to handle unexpected issues promptly and efficiently.
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 Conduct thorough root cause analysis to identify the underlying issues causing system or process failures in coordination with respective application owners.
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 Ensure clear and effective communication with users regarding system issues, updates, and resolutions.
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 Collaborate with business and technical teams to address and resolve post-production issues effectively.
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 Break down complex business requirements and identify relevant information and options for optimized solutions.
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 Investigate and understand the cause of SIT/UAT defects raised. Recommend solutions to system or process obstacles.
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 Decision Making Authority &amp; Responsibility
 
 
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 Prioritization of change for all PKDRB related requirements in liaison with App Owners.
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 Consult with the Head of OPS &amp; Tech for critical or high-impact decisions to ensure alignment with organizational goals.
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 Use effective judgment to weigh different options and achieve better results within appropriate timeframes.
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 Proactively highlight any concerns affecting workplace deliverables to ensure timely resolution.
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 Knowledge, Skills and Experience
 
 
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 12+ years of relevant experience in IT with production &amp; development support experience.
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 Good oral / written communication skills.
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 Hands-on experience and good experience on System of records.
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 Experience of managing Core Banking or Prime modules would be of great advantage.
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 Thorough knowledge of Retail Tech functions.
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 Various project experience working with Nadra, Onelink, Euronet etc. &amp; schemes like Visa, MasterCard, JCB, Amex, Diners.
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 Experience on DevOPS is an advantage.
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</div>

Senior Manager Retail Tech Support (Mashreq Digital Bank Pakistan)

Join Mashreq and explore 11   exciting career opportunities. They're hiring for various roles with options for remote or on-site work. Apply today and become part of their innovative team.