Mashreq

1 month ago

Sr. Manager Governance & Conduct Client Experience.CXCG - MBP.Retail Banking Group-MBPKLTD

✓ Verified Job

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Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Lead governance and conduct framework across Mashreq’s retail banking CX program, embedding fair treatment of customers, proactive conduct risk management, and superior digital customer experience. Drive customer insights, voice of customer initiatives, and regulatory compliance to elevate customer journeys and regulatory reporting.

Location: Pakistan

Workplace: Onsite

Employment Type: Full time

Job Function: Banking, Lending & Credit

Key Responsibilities

•Establish and maintain a Conduct Risk & Governance Framework aligned with SBP guidelines and global best practices.
•Lead the Fair Treatment of Customers (FTC) program, ensuring customer-centric practices across all products and services.
•Monitor conduct risk indicators, complaints trends, and customer feedback, and report findings to senior management and relevant committees.
•Collaborate with Compliance, Risk, Product, and Legal teams to ensure governance policies are embedded and effectively executed.
•Develop and implement Voice of Customer (VoC) programs, analyse customer insights, and recommend improvements in product and service delivery.

Key Requirements

•Minimum 10 years in customer experience, risk, compliance, or governance-related roles in banking or financial services.
•Knowledge of regulatory frameworks including SBP guidelines on conduct and fair treatment of customers.
•Aware of customer insights, survey techniques and NPS/CES methodologies.
•Digital banking operations and app-based customer journeys.
•Strong analytical and problem-solving abilities; excellent stakeholder management and influencing skills.

Experience:10+ yearsBankingDigital bankingFinancial services

Skills:AnalyticalProblem-solvingStakeholder managementInfluencingCommunicationReportingExcelPowerPoint

Tech Stack:ExcelPowerPoint

Company Brief

Mashreq

Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Dubai, United Arab Emirates

Founded: 1967

Glassdoor: 3.3

Website LinkedIn Glassdoor

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Mashreq

1 month ago

Sr. Manager Governance & Conduct Client Experience.CXCG - MBP.Retail Banking Group-MBPKLTD

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 17 hours agoStatus: Live

Job Summary

Location: Pakistan

Workplace: Onsite

Employment Type: Full time

Job Function: Banking, Lending & Credit

Key Responsibilities

•Establish and maintain a Conduct Risk & Governance Framework aligned with SBP guidelines and global best practices.
•Lead the Fair Treatment of Customers (FTC) program, ensuring customer-centric practices across all products and services.
•Monitor conduct risk indicators, complaints trends, and customer feedback, and report findings to senior management and relevant committees.
•Collaborate with Compliance, Risk, Product, and Legal teams to ensure governance policies are embedded and effectively executed.
•Develop and implement Voice of Customer (VoC) programs, analyse customer insights, and recommend improvements in product and service delivery.

Key Requirements

•Minimum 10 years in customer experience, risk, compliance, or governance-related roles in banking or financial services.
•Knowledge of regulatory frameworks including SBP guidelines on conduct and fair treatment of customers.
•Aware of customer insights, survey techniques and NPS/CES methodologies.
•Digital banking operations and app-based customer journeys.
•Strong analytical and problem-solving abilities; excellent stakeholder management and influencing skills.

Experience:10+ yearsBankingDigital bankingFinancial services

Skills:AnalyticalProblem-solvingStakeholder managementInfluencingCommunicationReportingExcelPowerPoint

Tech Stack:ExcelPowerPoint

Company Brief

Mashreq

Mashreq Bank is a UAE-headquartered full-service bank offering retail, corporate, Islamic and digital banking, treasury, and capital markets services across the Middle East and internationally.

Industry: Banking

Company Size: Enterprise (1,001+ employees)

Growth: Public Company

Valuation: Public Company (Market Cap in USD)

Funding: IPO / Publicly Listed

Headquarters: Dubai, United Arab Emirates

Founded: 1967

Glassdoor: 3.3

Website LinkedIn Glassdoor