Country Product Owner - Neo Onboarding (Mashreq Bank Pakistan Limited)

Job Purpose

• This role is primarily responsible for Digital Customers Acquisition & Onboarding in Pakistan. The role directly manage customers’ acquisition, from campaign initiation until account funding, optimizing the funnel with full responsibility to deliver budgeted numbers within agreed STP and CPA.
• The role builds and maintains best in class digital onboarding journey, enhancing customer experience in customer onboarding, fulfillment, account activation and funding, with minimal number of clicks and TAT.
• As the Product owner of the Onboarding squad, this role owns product backlog of the squad and is responsible for delivering & maintain customer journeys.
• The role manages cost side of Neo P&L and overall Neo P&L and Balance Sheet for new customer deposits
• Identify strategic opportunities across the funnel to optimize onboarding conversions and customer acquisition.
• Lead and inspire high-performing development teams to deliver exceptional digital onboarding journeys.
• Leverage data-driven insights to optimize digital onboarding journey, its experiences to drive business growth leading to controlled drop-off points.

Key Result Areas

Digital Consumer Acquisition:

• Define and execute the Marketing and Sales strategy to acquire customers for Neo Pakistan
• Develop and build expertise in the following areas:
• Range of Digital Marketing techniques
• Online Referral and “member get member” programs
• Affiliate marketing
• Application design and development
• Explore partnership opportunities with 3rd party leading digital companies with clear objective to deliver one or more results: (a) Brand perception (b) Existing Customer Engagement and Product Usage (c) New Customer Acquisition

Product Owner:

• Own the Digital customer acquisition journey for Neo to scale NTB acquisition
• Manage onboarding squad including Front End & Back End engineers and QA resources and own product backlog to deliver & maintain products and customer journeys
• Create & monitor OKRs to measure success of the squad and Own/implement the agile way of working within the Digital Squad.
• Establish central tools and processes for customer acquisition and provide thought leadership to radically improve engagement experience for customers.

Operations:

• Manage fulfillment of all cases acquired
• Drive in reducing TAT’s for account activation
• Increase STP’s and improve customer experience
• Create continuous enhancements to support NPS and grow the bank

Knowledge, Skills and Experience

• Strong expertise in banking products, digital banking with proven track record of delivering sales targets
• Deep understanding of business dynamics, profitability and growth drivers
• Leadership skills to lead and motivate diversely-skilled teams to achieve business outcomes
• Entrepreneurial drive to succeed, with commitment & result orientation
• Creative thinker, strong ideation, good people leader & relentless executor with attention to detail
• Ability to engage and influence senior stakeholders across DRB
• Proven ability to leverage external agencies & alliance partners to deliver outstanding campaigns
• Proven track record in conceptualizing, developing and executing digital marketing campaigns