Qureos Mentor

Mashreq

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 The incumbent will be responsible for end to end management of Collection and LC payments as per Bank&rsquo;s internal policies, SOP&rsquo;s as well as ICC guidelines and authorizing the transactions in the processing system. The coverage will be all the areas of Trade Finance for various business segments
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Team Leader - Trade Operations.COE Pak - FTC - Exports.Operations Group-PAKCOE

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 SERVICE ASSOCIATE (External)
 
 
 Grade &ndash; I
 
 
 Reporting to &ndash; Team leader
 
 
 Job Purpose
 
 
 - To handle and resolve all unstructured and complex complaints in an effective and timely manner for all RBG, SME customers
 
 
 
 - To administer, co-ordinate, monitor and report on the above
 
 
 
 - To perform in-depth and true RCA (root-cause analysis) to get to the bottom of problems impacting our customers
 
 
 
 - To maintain courteous, proactive and resolution oriented relationship with all interacting units/ departments of the bank in order to ensure complete resolution of customer complaints
 
 
 
 - To visibly improve customer satisfaction scores and related survey results through complaint resolution
 
 
 
 Key Result Areas
 
 
 - To develop and maintain optimum level of service quality with external and internal customer by ensuring complaints resolution in reasonable TAT as per SLAs
 
 
 
 - To be the contact point for all internal staff with the core responsibility of resolving customer complaints, which are logged through all touch points - branches, MOL, emails, mails, phone banking and various channels
 
 
 
 - Resolve/escalate all customer complaints assigned within agreed TAT
 
 
 
 - Ensure 100% of the complaints are logged and updated on CRM before, during and after resolution.
 
 
 
 - Maintain a strong follow-up with other units in order to ensure complete, proactive and accurate resolution of customer complaints.
 
 
 
 - Identify systemic issues or problems and raise concerns that are identified as part of root cause analysis
 
 
 
 - Maintain and track Technology issues and mass incidents reported
 
 
 
 - Contribute towards process and quality improvement within the bank by highlighting recurring issues and investigating root causes. Provide constructive feedback on service quality aspects through first hand observations.
 
 
 
 - Work to exceed the service standards and indicators and be individually responsible for prompt reporting of the same on an ongoing basis.
 
 
 
 - Participate in identifying opportunities, analyzing the root cause of problems and resolve them permanently in coordination with the process/product owners and review/ measure improvement in process/product
 
 
 
 
 - Contribute towards team building and create positive energy to boost team&rsquo;s productivity
 
 
 
 Knowledge, Skills and Experience
 
 
 - Should be proactive and customer focused without compromising the bank&rsquo;s interest. Courteous and respectful in communication
 
 
 
 - Excellent inter-personal and communication skills (written and oral) &ndash; English and Arabic
 
 
 
 - Excellent analytical skills to enable resolution of complex problems and address through root cause analysis permanently.
 
 
 
 - Advanced skill in Microsoft Excel and PowerPoint
 
 
 
 - Thorough knowledge of features and benefits of all products and services of the bank
 
 
 
 - Good organizational skills with ability to perform as a team player.
 
 
 
 - Ability to work under pressure, result oriented, ability to multi-task &amp; adapt to change
 
 
 
 - Possess positive attitude &amp; willingness to learn &amp; take ownership
 
 
 
 - Actively looking for ways to improve processes
 
 
 
 - 1 &ndash; 5 years complaints handling experience in banking
 
 
 
 - Graduate
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Service Associate, CCU.MGN Pak - CXC - Customer Care Unit.Client Experience and Conduct Group-PAKCOE

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 - To achieve monthly KPIs assigned
 
 - To maintain standard performance to achieve top productivity and efficiency from systems as well as the product campaigns.
 
 - To ensure that all telesales activities are directed to meeting sales targets.
 
 - To ensure assigned card acquisition monthly targets are achieved
 
 - To ensure that there is no miss selling
 
 - Adherence to discipline and punctuality
 
 - Constant follow up with the customer.
 
 - Attending Daily team huddles &amp; keeps up to team commitments.
 
 - Monitor personal performance and align strategies to improve sales out comes.
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Relationship Officer General Processing (NTP NTB).MGN Pak - Direct Banking Center - NTP NTB.Retail Banking Group-PAKCOE

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 - To achieve monthly targets assigned individually.
 
 - To achieve service standards and monitor, evaluate and measure performances to achieve top productivity and efficiency from systems as well as the product campaigns.
 
 - 100% adherence to Audit requirements.
 
 - Updating all the systems as per the call with the customer.
 
 - Constant follow up with the customer.
 
 - Handling of all customer issues and resolve the same at the earliest and highlight them to the TL.
 
 - Manage your own daily sales MIS and ensure to maintain in all available systems.
 
 - Ensure to maintain a daily and monthly tracker across all activities.
 
 - Attending Daily team huddles &amp; keeps up to team commitments.
 
 - Ensure to meet 100% on control parameters and policy set by the bank audit team.
 
 - Timely &amp; proper updating of CRM/Assure on comments pertaining to customer&rsquo;s interaction and next steps.
 
 - Excellent people management skills.
 
 - 2 years plus experience in similar work environment.
 
 - Has strong Sales and customer focus and ability to think creatively and work under pressure.
 
 - Excellent presentation skills.
 
 - Good team player with result driven attitude.
 
 - Business sensitive.
 
 - Has analytical and computer skills.
 
 - Adaptable and versatile.
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Relationship Officer.CoE Pakistan - DBC - General Insurance.Retail Banking Group-PAKCOE

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 Purpose
 
 - To manage direct offshore &ndash; comprising the e2e onboarding process of retail products and to direct &amp; control Personal Loans and Cards application processing end to end including underwriting, CPV and Disbursal processes by ensuring that the agreed service standards are met.
 
 
 
 Key Result Areas
 
 - SLA/TAT: Ensure daily SLA achieved by a combination of monitoring and reviewing performance, spot checks and ensuring team discipline. Also ensure that all queries related to routine activities are responded by the concerned units within the time frames pre-specified. Constantly focus on data entry quality/credit policies to increase the approval rate
 
 - Team Management: Efficient and effective handling of team in order to surpass the departmental goals in particular and organizational goal in general. To approve changes to enhance and improve Process. Increase productivity and improve Leaders skills. To review daily rejects/referrals and find ways to improve the reject/referrals thru training and applying continuous learning
 
 - Credit: Good knowledge of credit policies pertaining to retail products and adherence to the parameters fixed as per country credit risk team
 
 - Risk: Manage risks through exception reporting and reviewing applications processed. Ensure that all procedures laid down in the Operating procedures, PPG are adequately followed
 
 - Interdependent co-ordination: To work closely with the other unit managers of / Business partners, Risk team to enable optimum co-ordination between the functioning of the units as well as enable adequate capacity planning to respond to forthcoming business volumes
 
 - Morale: To promote an environment where all staff develop a sense of involvement in the conduct of their regular work and contribute ideas with the objective of achieving excellence in service quality
 
 - Quality: To initiate and successfully follow up quality projects and productivity/work flow improvement reviews
 
 - Escalation: Keep Unit/Division Heads advised of the regular activities and in particular, escalate exceptional occurrences, to enable appropriate action as well as report extraordinary occurrences and corrective and preventive actions taken
 
 - Audit: To obtain satisfactory in group and other internal audits.
 
 
 
 Knowledge, Skills and Experience
 
 - High level of maturity and good communication skills are required to balance the needs and expectations of internal and external stakeholders and staff
 
 - Good managerial and interpersonal skills with an ability to supervise teams
 
 - Sound knowledge of credit policies and understanding of system
 
 - In depth knowledge of procedures pertaining to cards data entry/CPV processes
 
 - Must be able to work under pressure with short/ challenging deadlines
 
 - Graduate with 5+ years&rsquo; work experience in Retail products onboarding environment
 
 - Good analytical skills
 
 - Should have handled a similar role for atleast 2-3 years
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Manager- Retail Credit Initiation & Control (Mashreq Global Network)

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 Job Purpose:
 
 
 
 The BISO (Business Information Security Officer) shall act as a conduit between business, technology and information security groups, embedding security into the fabric of Mashreq, fostering a proactive and collaborative approach to managing information security risks across departments.
 
 
 
 
 
 BISO plays a crucial role in
 
 <ul>
 <li>
 promoting a culture of security awareness and compliance within their respective areas.
 </li>
 <li>
 ensuring the security of business operations, information assets, and technology infrastructure at strategic and operational levels.
 </li>
 </ul>
 
 
 
 
 BISO shall enable secure and resilient business digital transformation by partnering with information security group functions, position as a trusted advisor to business leaders, translating security policies and procedures into actionable activities that align with business objectives, and manage residual risks within the approved risk appetite.
 
 
 
 
 
 Key Result Areas:
 
 
 Advocate for Information Security:
 
 <ul>
 <li>
 Serve as advocates for security within, promoting the importance of adhering to security policies, procedures, and best practices.
 </li>
 <li>
 Be a strategic leader developing information security strategies aligned with business goals.
 </li>
 <li>
 Advocate and gain support from key stakeholders across to integrate security as a business enabler.
 </li>
 </ul>
 
 Feedback and Communication:
 
 <ul>
 <li>
 Serve as a liaison between the Information Security team globally and regionally, providing feedback, insights, and concerns from their colleagues to inform security decision-making and initiatives.
 </li>
 <li>
 Act as a trusted advisor to the leadership, providing guidance on information security risks and mitigation strategies.
 </li>
 <li>
 Communicate security risks and solutions effectively to non-technical audiences.
 </li>
 </ul>
 
 Training and Awareness:
 
 <ul>
 <li>
 Partner with unit leaders to embed security awareness into the overall business culture.
 </li>
 <li>
 Help educate colleagues about security risks, threats, and best practices through training sessions, workshops, and regular communications.
 </li>
 <li>
 Collaborate with the Information Security team to develop and implement security awareness campaigns tailored to the specific needs and challenges of business.
 </li>
 </ul>
 
 Policy Compliance:
 
 <ul>
 <li>
 Ensure that activities and processes comply with the organization's information security policies, standards, and guidelines, as well as regulatory requirements across all location where Mashreq is present and industry specific requirements such as PCI-DSS or SWIFT CSP.
 </li>
 </ul>
 
 Risk Identification and Reporting:
 
 <ul>
 <li>
 Identify and report security risks, vulnerabilities, incidents, and concerns to the appropriate channels, such as the Information Security team or management.
 </li>
 </ul>
 
 Security Incident management:
 
 <ul>
 <li>
 Coordinate with the Information Security team during security incidents impactingto provide relevant information, support, and assistance as needed.
 </li>
 <li>
 Assist in incident response efforts within, such as facilitating communication with the Information Security team, documenting incidents, and implementing remediation measures.
 </li>
 </ul>
 
 Security Controls Implementation:
 
 <ul>
 <li>
 Assist in the implementation and maintenance of security controls and measures within, such as access controls, encryption, and monitoring tools.
 </li>
 <li>
 Oversee the application of security measures to ensure comprehensive protection of software and IT infrastructure
 </li>
 </ul>
 
 User Access Management:
 
 <ul>
 <li>
 Actively support the development of a role-based access control model with the bank&rsquo;s IAM teams
 </li>
 <li>
 Help to manage user access and permissions, ensuring that access rights are granted appropriately and revoked when no longer needed.
 </li>
 </ul>
 
 Vendor and Third-Party Risk Management:
 
 <ul>
 <li>
 Assist in evaluating the security posture of vendors and third-party service providers that interact and ensure that appropriate security measures are in place.
 </li>
 </ul>
 
 Continuous Improvement:
 
 
 Actively participate in security improvement initiatives and providing feedback to enhance security processes, controls, and awareness efforts.
 
 
 
 
 
 
 Operating Environment, Framework and Boundaries, Working Relationships:
 
 
 
 
 
 <ul>
 <li>
 
 Operating environment:
 
 All the locations where itis operational
 </li>
 <li>
 
 Frameworks
 
 : Information security policy manual, regulations, industry best practices and contractual requirements.
 </li>
 <li>
 
 Working Relationship
 
 : All Business, Governance, Enabling and Control groups.
 </li>
 </ul>
 
 
 
 
 
 Problem Solving:
 
 
 
 
 
 <ul>
 <li>
 Ability to enable framework, solution, and processes for proactive management of information security risks
 </li>
 <li>
 Ability to understand regulatory language, can take decision on applicability, compensating controls and residual risk.
 </li>
 <li>
 Ability to derive residual risk and control based on defense &ndash; in depth strategy and systemic risk while taking risk and control decisions.
 </li>
 </ul>
 
 
 
 
 
 Decision Making Authority &amp; Responsibility:
 
 
 
 
 
 <ul>
 <li>
 Consult and validate recommendations to mitigate information security risks.
 </li>
 <li>
 Consult and provide recommendations to mitigate the risk to a level aligned with the risk appetite of the bank.
 </li>
 <li>
 Assure compliance to regulatory expectations and avoid regulatory penalty.
 </li>
 <li>
 Confirm adequacy of the controls against internal information security policy, standards and applicable regulatory requirements.
 </li>
 </ul>
 
 
 
 
 
 Knowledge, Skills, and Experience:
 
 
 
 
 
 
 Essential knowledge
 
 <ul>
 <li>
 Have around 8-10 years of experience in a Banking or highly regulated industry environment, including familiarity with, and over 5-10 years of experience in information security or technology risk management.
 </li>
 <li>
 Extensive knowledge of the Software Development Life Cycle (SDLC), with a focus on integrating security at each phase, from design, development, testing, and deployment.
 </li>
 <li>
 Strong understanding of Computer Science principles and practical expertise in application security
 </li>
 <li>
 Strong understanding of Computer Science principles and practical expertise in application security, secure coding practices (e.g., OWASP Top 10, DevSecOps. etc.)
 </li>
 <li>
 Strong understanding of securing software-defined networks (SDN), software-defined infrastructure (SDI), containerized environments, cloud computing and operating system security.
 </li>
 <li>
 Executive presence, and the ability to foster relationship management, negotiate and influence.
 </li>
 <li>
 Effective communications skills, including both written and verbal communication skills, and the ability to translate security principles into business terms. Familiarity with information security technologies, risk, threat and vulnerability assessments, and security measures.
 </li>
 <li>
 Knowledge of information security regulatory and compliance requirements.
 </li>
 </ul>
 
 Skills and Application
 
 <ul>
 <li>
 Leads the development and implementation of comprehensive information security strategies that address identified risks and compliance requirements inside, in alignment with the Information Security Group.
 </li>
 <li>
 Overseesincident response plan, ensuring it is regularly updated and tested to respond effectively to incidents.
 </li>
 </ul>
 
 Strategic Insight
 
 <ul>
 <li>
 Integrate information security considerations into strategies, recognizing the importance of information security in achieving objectives and competitive advantage.
 </li>
 <li>
 Communicates the strategic value of Data Privacy and Protection investments to executive leadership and key stakeholders, advocating for resources and support to strengthen the organization's capabilities.
 </li>
 <li>
 Cultivates an organizational culture inside that prioritizes and encourages proactive information security practices and continuous improvement across all departments.
 </li>
 </ul>
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Digital Security Manager (BISO) (Mashreq Global Network Egypt)

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 The MIS Analyst plays a critical role in supporting the Emirati segment by delivering accurate, timely, and actionable insights through data analysis and reporting. The role is responsible for developing and maintaining dashboards, performance reports, and sales tracking tools that enable sales leaders to monitor KPIs, identify growth opportunities, and optimize frontline productivity. By ensuring data integrity and aligning reporting with business objectives, the MIS Analyst helps drive strategic decision-making and supports the achievement of sales targets across branches and channels.
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Assistant Manager - MIS.RBG - Emirati Central.Retail Banking Group

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