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

Mashreq
Pakistan
Workplace: OnsiteFull timeFunction: Banking, Lending & CreditExperience: 10+ yearsSkills: ["Analytical","Problem-solving","Stakeholder management","Influencing","Communication","Reporting","Excel","PowerPoint"]

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.

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FursaFursa
Mashreq
Mashreq
2 months ago

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

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Last checked: 15 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
Glassdoor: 3.3
WebsiteLinkedInGlassdoor