Manager Digital Operations & Governance

Job ID: 43311

Location: Karachi, PK

Area of interest: Retail Banking

Job type: Regular Employee

Work style: Office Working

Opening date: 14 Nov 2025

• Develop new approaches to ensure strong operations and governance, adopting best industry practices and providing thought leadership for continuous improvement.
• Monitor existing digital journeys (acquisition, servicing, transactions) to ensure smooth operations as per service level agreements and turnaround times.
• Own and track operational KPIs for digital processes, resolving issues as needed to maintain performance standards.
• Coordinate with business and digital product teams to resolve issues and enhance client experiences.
• Identify opportunities for client experience enhancements and own client experience KPIs, such as turnaround time and net promoter score.
• Develop and automate effective analytical reports and dashboards to assist the Digital and Wealth and Retail Banking teams in monitoring performance.
• Ensure compliance with digital processes, including digital onboarding, account upgrades, closures, servicing, and transactions.
• Lead the risk management framework for Digital Banking, highlighting operational and reputational risks, developing risk mitigation plans, and tracking all risks in digital operations.

• Digital Regulations and governance frameworks
• Operational Management
• Analytical and Reporting Skills
• Client Experience Enhancement
• Strong Communication skills
• Innovative and Forward thinking

• Do the right thing and are assertive, challenge one another, and live with integrity, while putting the client at the heart of what we do
• Never settle, continuously striving to improve and innovate, keeping things simple and learning from doing well, and not so well
• Are better together, we can be ourselves, be inclusive, see more good in others, and work collectively to build for the long term

• Core bank funding for retirement savings, medical and life insurance, with flexible and voluntary benefits available in some locations.
• Time-off including annual leave, parental/maternity (20 weeks), sabbatical (12 months maximum) and volunteering leave (3 days), along with minimum global standards for annual and public holiday, which is combined to 30 days minimum.
• Flexible working options based around home and office locations, with flexible working patterns.
• Proactive wellbeing support through Unmind, a market-leading digital wellbeing platform, development courses for resilience and other human skills, global Employee Assistance Programme, sick leave, mental health first-aiders and all sorts of self-help toolkits
• A continuous learning culture to support your growth, with opportunities to reskill and upskill and access to physical, virtual and digital learning.
• Being part of an inclusive and values driven organisation, one that embraces and celebrates our unique diversity, across our teams, business functions and geographies - everyone feels respected and can realise their full potential.