Assistant Manager - Portfolio Analytics (Mashreq Global Network Pakistan)

Mashreq; Karachi Division; On-site; PKR 1,800,000 - 3,000,000; Full time

Job summary

Mashreq Private Banking seeks a qualified professional to support EAM relationship managers, manage onboarding and KYC processes, and drive analytics and reporting improvements. The role emphasizes accurate data handling, client service excellence, and coordination with Compliance and Operations. Strong Excel/PowerBI skills and English communication are essential for daily interactions across internal stakeholders and clients.

Qualifications

• Graduate with 5+ years in reporting and analytics.
• Strong Excel, PowerPoint skills; knowledge of Macros, SQL, PowerBI and Business Objects.
• Good command of English; strong interpersonal and negotiation abilities.
• Customer oriented with ability to handle difficult situations.

Responsibilities

• Support onboarding of EAMs and ensure KYC/documentation compliance.
• Support Mashreq Private Banking clients onboarded through EAMs with personalized service.
• Promote non-investment campaigns via client calls and maintain superior service levels.
• Prepare monthly input files for performance scorecards across profiles in Frontline.
• Work with BIU to automate key reports and review reports for gaps and remediation.

Skills

Reporting and analytics

Interpersonal & negotiation

English communication

Customer service orientation

Ability to manage difficult situations

Education

Graduate degree (finance preferred)

Tools

Excel

PowerPoint

Macros

SQL

PowerBI

Business Objects

Job description

• Support the EAM (External Asset Management) RMs and Head of EAM coverage desk with onboarding process of EAMs and complete documentation, KYC, agreements and ongoing maintenance
• Support the portfolio of Mashreq Private Banking clients onboarded through EAMs with personalized and standardized service.
• Support the EAM RMs with outbound calling exercise in promoting (non-investment related) campaigns to existing private banking clients through client calls.
• Provide superior customer service promptly & effectively within acceptable TATs & without compromising on controls.
• Prepare monthly Input Files for Performance Scorecard across profiles in Frontline.
• Streamline and work on automation of key reports with BIU
• Regularly review reports on an ongoing basis and identify gaps if any and remediate.
• Work with Operations on upload files for Portfolio changes
• Preparing MIS and key reports as required by business time to time.
• Tracking Growth /De-growth from Swing reports and engaging with RMs on reasons of change on a weekly basis.
• Strict Adherence to Polices and SOP laid down by Business.
• Share ad hoc BIU reports to Stakeholders.
• Adherence to Private Banking policies/ procedures & SOPs / ADMs / Governance KPIs
• Ensure satisfactory audit outcomes.
• Work closely and effectively with other internal customers / stakeholders.

Key Result Areas:

• Relationship Management Support
• Support EAM RMs to free up their time & be the first face to the customer for inquires & all service-related activities via any channel.
• Assist the EAM RMs to conduct proper KYC in order to fulfil the compliance requirement on KYC; ensure client documentation such as overdue KYC, Visa, Passport, Emirates ID, Constitutional documents etc. are updated on a timely basis.
• Support EAM RMs in regular liaison with group compliance for discussions pertaining to any escalations; customer onboarding, items pertaining to AML/ KYC/DTRs/RFIs etc.
• Responsible for servicing all banking needs (such as account opening/ account maintenance/ complaints handling/call backs etc.)
• Generate account statements, Investment portfolios to assist customers and EAMs on analysis of health of their portfolios.
• Ensure timely & accurate pre-processing checks for all customer requests & ensuring all transactions have been accurately executed & update of the daily trackers
• Adhering to the unit’s SOPs, meeting service standards & turnaround time’s outlined
• Reporting, Analytics and Automation
• Ensure all exception reports / outstanding expired client documents are regularized within the approved timelines.
• Ensure the inhouse daily trackers at a unit level are updated daily and accurate.
• Provide regular feedback to LM on improving current processes / service-related issues
• Ensure effective handling of customer complaints/inquiries.
• Drive CRM and RM App usage & ensure all customer interactions (complaints, service request excluding EDMS, inquiries, campaign calling etc.) are appropriately & accurately recorded in CRM.
• Assist Line Manager in providing input, preparing reports and files for Performance Management, Sales trackers, Campaigns, Dashboards, Scorecards and presentations
• Work with BIU/Finance to automate a number of input files and reports required for effective sales tracking and performance management
• Risk management and Governance
• Ensure error free checking to avoid any financial losses to the bank
• Actively participate and contribute to reduce rejects & referrals on all transactions by accurately performing the preprocessing checks as laid out in the SOPs.
• Ensure adherence to the KYC checklists & ensure no pending KYCs at your end.
• Liaising with operations for operational issues/ working with RMs/ Governance in rectifying all audit objections and queries.
• Effective implementation of all audit recommendations and procedures as advised by Senior Management
• Refer all matters of non-routine nature to appropriate superiors.

Knowledge, Skills and Experience:

• Graduate in any stream (finance preferred) with at least 5 years of experience in reporting and analytics.
• Good working knowledge of Excel and PowerPoint including Macros, SQL, PowerBI and Business Objects
• Experience in banking / service industry will be preferred
• Must have good interpersonal and negotiation skills with pleasant personality
• Good command in spoken English and excellent writing skills
• Customer oriented and ability to manage difficult situations.