Head of Retail (Mashreq Bank Pakistan Limited)

Mashreq; Sindh; On-site; PKR 30,000,000 - 60,000,000; Full time

Job summary

Mashreq seeks a senior Retail Banking leader to own end-to-end P&L across traditional and digital retail, SME, and payments. You will drive a product-led growth model, build scalable digital journeys, and partner with product/engineering to deploy API-enabled, cloud-native solutions.

The role requires deep market insight into Pakistan's banking landscape, a track record of monetization, and leadership that blends banking expertise with tech startup DNA.

Qualifications

• 15+ years of experience in Retail Banking with senior leadership exposure in sales and distribution.
• Proven track record of delivering strong P&L outcomes.
• Deep understanding of Pakistani customer behavior and market realities.
• Proven success in digital acquisition, growth funnels, CAC/LTV, activation, and retention.
• Experience collaborating with product, engineering, and data teams in agile environments.

Responsibilities

• Own the entire Retail Banking P&L including traditional retail, Neo, NeoBiz, Payments/Digital, and cards.
• Drive revenue through digital monetization levers and cross-sell across segments.
• Define and execute a unified growth strategy for consumer, SME, payments, and digital-first retail.
• Build and optimize digital funnels and growth loops across acquisition to monetization.
• Lead digital sales engines and self-serve journeys with lifecycle marketing.
• Work with Product and Engineering in agile squads to deliver scale-ready solutions.
• Oversee API integrations, cloud-native stacks, and real-time data pipelines.

Skills

P&L ownership

Growth strategy

Digital banking

Leadership

Agile / Scrum

Customer lifecycle

Data-driven decisions

Cross-functional collaboration

Education

MBA preferred

Bachelor’s degree

Tools

APIs

Cloud-native stacks

Real-time data pipelines

Job description

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.