Head of Retail (Mashreq Bank Pakistan Limited)

Job Purpose:
Provide full end‑to‑end ownership of the Bank’s entire Retail Banking franchise, including traditional retail, Neo (digital retail), NeoBiz (digital SME), Payments/Digital, Cards & CCPL, and ecosystem-led revenue streams.
Operate with the mindset of a GM / mini‑CEO, overseeing P&L, growth, product strategy, digital commercialization, and customer lifecycle management.
Build and scale a product-led, digital-first retail and SME banking business, strengthening deposits, payments, lending, card profitability, merchant solutions, and embedded finance in alignment with the Bank’s overall retail strategy.
Key Result Areas:
Business Ownership, P&L and Growth Strategy
- Own the entire Retail Banking P&L with the mindset of a GM / mini-CEO covering traditional retail + Neo + NeoBiz + Payments/Digital + CCPL.
- Drive revenue through digital monetization levers, card/payments unit economics, cross-sell, SME,/merchant revenue streams and portfolio optimization.
- Operate a product-led growth model where features, UX, and digital journeys drive commercial outcomes.
- Define and execute a unified growth strategy across consumer, SME, payments, cards, and digital-first retail.
Growth Engine Leadership (Digital / Revolut-Style)
- Build and optimize digital funnels across Neo and Neo Biz: acquisition → onboarding → activation → engagement → retention → monetization funnels.
- Deploy growth loops, referral engines, merchant funnels, viral mechanics, and performance marketing.
- Run continuous experiment, A/B testing and iterative improvements to drive digital adoption and reduce CAC.
Digital Sales & Distribution Excellence
- Translate branch-banking expertise into scalable digital sales engines.
- Build self-serve journeys, automated nudges, and contextual cross-sell across the app.
- Drive deposit growth using behavioral triggers, personalized engagement, and lifecycle marketing.
Product & Technology Integration
- Work with Product and Engineering teams using agile squads, sprints, and MVP-to-scale delivery.
- Ensure modern digital banking architecture including APIs, microservices, cloud-native stacks, real-time data pipelines, and core banking integrations.
- Enable eKYC, biometrics, real-time risk scoring, and instant account activation.
- Oversee digital stack supporting retail, SME, payments, cards, merchant acceptance, CCPL, and embedded finance.
Customer Insights & Behavioral Intelligence
- Use cohort analysis, segmentation, predictive models, and behavioral analytics to shape strategy across retail, SME, cards and payments
- Understand regional nuances, customer psychology, and competitive dynamics in Pakistan.
- Build hyper-personalized experiences using machine learning, event-based triggers, and contextual offers.
Payments, Ecosystem & Embedded Finance
- Lead payments strategy across cards, wallets, QR, instant transfers, and merchant solutions.
- Build ecosystem partnerships with fintechs, super-apps, telcos, and digital platforms.
- Expand reach through embedded finance, API integrations, and platform banking across retail and SME
Leadership & Culture
- Build teams blending banking expertise with tech-startup DNA.
- Foster a culture of speed, experimentation, accountability, and customer obsession.
- Operate with the mindset of a global digital bank, not a traditional institution.
Knowledge, Skills & Experience:
- Bachelor’s degree in Business, Finance, Economics, or related field (MBA preferred).
- 15+ years of experience in Retail Banking with senior leadership exposure in sales and distribution at a leading bank in Pakistan.
- Proven track record of delivering strong P&L outcomes.
- Deep understanding of Pakistani customer behavior, deposit dynamics, and market realities.
- Proven success in digital acquisition, growth funnels, CAC/LTV, activation, and retention.
- Experience working with product, engineering, and data teams in agile environments.
- Strong understanding of digital banking platforms, APIs, microservices, and modern tech stacks.
- Strong commercial acumen and portfolio monetization expertise.