Head of Neo (Retail) (Mashreq Digital Bank of Pakistan)

Job Purpose

The Head of Neo (Retail clients) is responsible for driving the growth and success of the retail digital banking unit focusing on individual customer needs. The role involves leading multiple business P&Ls across a fully functional digital bank including: Strategy, Products & client value propositions, client experience and servicing, distribution channels and ecosystems, risk management, data analytics, digital channels development and management, client journeys development and over all cash digitization efforts for the country.

Key result Areas

1. Digital Banking:

• Develop and execute strategies for growing the retail digital banking portfolio and expanding the reach of the bank's services.

• Develop and manage digital client channels and application localizing group digital capabilities in the country

• Foster relationships with key retail banking stakeholders, including customers, regulators, and internal stakeholders, driving cash digitization and national financial inclusion strategy.

• Manage and drive multiple product owners and software development teams for creating best in class products and services for retail clients.

• Build and deliver robust ecosystem strategy leading with P.A.A.S and B.A.S.S capabilities.

• Develop and manage digital distribution channels collaborating with partners, fintechs and gamification 2.

2) Business Management:

• Lead multiple product management streams across core financial products and value added services ranging from deposits, lending, payments, wealth and transactional products

• End to end responsibility for P&L and B/S of Retail clients and individual product streams, driving ROI growth

• Responsible for managing and implementing risk management frameworks across: credit, operational, fraud, cybersecurity risks.

3. CXCG (Customer Experience and Customer Growth):

• Oversee the development and implementation of strategies to enhance the customer experience and servicing capabilities

• Ensure that digital retail banking channels are secure, user-friendly, and accessible to customers.

• Collaborate with other departments to identify and implement best practices for improving customer experience and customer growth in a digital environment.

Deploying latest technologies across AI, robotics and process automation.

4. Data Analytics:

• Oversee the collection, analysis, and reporting of data to support digital retail banking initiatives, managing data engineering, cognitive analytics and scalable infra deployment.

• Ensure that data-driven insights are used to inform decisions and guide the development of new digital retail banking products and services.

• Collaborate with other partners to leverage data and analytics to enhance the customer experience and drive customer growth.

5. Marketing:

• Develop and execute marketing strategies to promote digital retail banking services and increase customer engagement.

• Ensure that marketing efforts are aligned with the bank's overall brand strategy.

• Collaborate with other departments to develop and execute integrated marketing campaigns that promote digital retail banking services

Knowledge, Skills and Experience

• Bachelor's or Master's degree in Business Administration, Marketing, or a related field.
• A minimum of 18 years of experience in digital retail banking or related industries, with at least 5 years in a senior management role
• Strong understanding of digital banking technologies, systems, and processes.
• Demonstrated ability to lead and motivate large and cross-functional teams.
• Creative and excited about contributing to the digital transformation of the country