Senior Manager - Digital Product Expert (Mashreq Global Network Pakistan)

Mashreq; Karachi Division; On-site; PKR 1,800,000 - 3,400,000; Full time

Job summary

Mashreq is seeking a Digital Product Expert to own end-to-end Card products, services, and processes across segments, focusing on an optimal customer experience. You will work with cross-functional teams to drive strategy, pricing, and journey design in line with brand policy.

The role requires deep Card/Consumer Finance experience, SDLC and Agile proficiency, and a talent for translating business needs into working software while guiding a squad toward excellence.

Qualifications

• Minimum 5 years in Card/Consumer Finance banking or related projects.
• Experience gathering requirements and translating to user needs.
• Strong knowledge of software development lifecycle.
• Experience working with Agile methodologies.

Responsibilities

• Apply card product knowledge to develop value propositions across locations.
• Manage and harmonize customer processes and daily sales.
• Lead response to incidents and improvement needs.
• Propose and implement process improvements.
• Contribute to sprint planning, refinements and demos.
• Monitor market developments: price, regulation, tech trends.
• Design strategy for products, channels, pricing, journey.
• Translate strategy into policy aligning with IT and regulations.
• Direct implementation and backlogs as product owner.
• Prioritize backlog with Digital Studio in view of strategy.
• Monitor plans, budgets, and backlog progress.
• Weigh margins, volumes and market share with customer focus.
• Shape Customer Journeys using CX and data insights.
• Market with digital channel optimization and promotions.
• Collaborate with IT to convert business solutions into software.
• Provide product information to internal/external stakeholders.

Skills

Cards/Consumer Finance

Requirements gathering

Agile methodologies

Leadership skills

Communication skills

Job description

1. Job Purpose

Digital Product Expert has end-to-end responsibility for the development, management and harmonization Card products, services, channel formulae and processes within one or more segments and is familiar with the relationship between these aspects, with a view to achieving an optimum customer experience. This encompasses a broad spectrum, ranging from products, channels or the overall market with end-to-end responsibility for the digital squad's activities and works together with other experts to achieve the squad's mission. Has expertise in the areas of product management, channel, marketing and process optimization. Can fulfil/stand-in for the role of a Product Owner within a squad.

1. Key Result Areas

• Applies profound Card product/ service knowledge to develop and maintain an attractive and compliant value proposition and delivery excellence for clients across the global locations of operations for the bank
• Develops, manages, harmonizes and phases out the customer processes of products and services, as well as everyday customer sales.
• Deals with the most urgent incidents and improvement needs.
• Proposes and implements structural improvements to work processes, following improvement needs flagged up from within the touch point.
• Uses his/her technical expertise and experience to contribute to all sprint events (planning, refinements, retrospectives, demos)
• Keeps track of and analyses market and competition developments (around cost price, market price, market share, legislation and regulations, technological developments, distribution methods and other areas).
• Designs strategy around products, channels, promotion, pricing, and product and process quality, in keeping with MASHREQ's brand policy and with customer interests as the starting point for their ideal customer journey.
• Translates the strategy into practical policy. Formulates the product, process and channel policy in keeping with (a) assortment policy (b) IT landscape/architecture (c) internal and external legislation and regulations process principles aiming at maximum customer satisfaction and efficiency and the lowest possible cost price.
• Directs implementation of this strategy, tracks squad progress and adjusts wherever necessary in his or her role as a product owner.
• Prioritises the backlog regarding strategy, customer interests and feasibility in his or her role as product owner and in consultation with the Digital Studio
• Monitors the planning, budget and requirements and completes backlog items during squad sprints.
• Weighs up the implications of margins, volumes and market shares and sets targets, always keeping customer interests a priority.
• Design, maps and improves the performance of Customer Journeys through identifying and collecting available CX and data, and translating UX and IT-landscapes.
• Applies marketing and communication practices to develop and maintain an optimal (digital) mix for channel and/or segments performance
• Has up-to-date knowledge of the business domain and the underlying application architecture, relevant IT landscape and Knowledgeable on IT opportunities to support business goals. And is able to translate business solutions into working software by collaborating with IT engineers.
• Provides product information to internal and external parties (such as the press and PR, interbank consultations, internal and external suppliers, consumer and interest groups, industry regulators and the government).

1. Knowledge, Skills and Experience

• Minimum of 5 years of Cards/Consumer Finance banking experience, other related project work experience, or demonstration of high level of understanding of the banking industry
• Minimum of 5 years of experience gathering requirements and translating into user requirements, data engineering, data science, or software engineering experience
• Background in engineering, technology, or UX preferred
• Strong knowledge of software development lifecycle
• Experience in Agile methodologies
• Strong negotiation and leadership skills
• Excellent communication and presentation skills with a high degree of comfort in speaking with senior leaders
• Demonstrated ability to think both strategically and tactically
• Brings a high-energy and passionate outlook to the job and can influence those around them