VP, Onboarding & Servicing - Retail Banking Ops.

Mashreq Corporate & Investment Banking Group; Egypt (PA); On-site; USD 150,000 - 230,000; Full time

Job summary

Mashreq Bank seeks a seasoned Head of Onboarding & Servicing to lead account onboarding, servicing, ATM networks, and cash management. You will set strategic direction, manage budgeting and risk, and drive technology-enabled improvements.

Reporting to the EVP Global Head of Retail Banking Operations, you will mentor a skilled team, build client relationships, and ensure regulatory compliance while achieving financial targets across the department.

Qualifications

• 10+ years in banking with focus on onboarding, ATM operations, and cash management.
• Strong leadership and team development capabilities.
• Proven experience in budgeting, planning and financial performance.

Responsibilities

• Oversee account onboarding, servicing, and ATM operations to ensure smooth and secure transactions.
• Develop and implement strategies for cash management and accounting services.
• Lead and mentor a high-performing team and manage vendor relationships.
• Drive adoption of new technologies to improve service delivery and efficiency.
• Ensure regulatory compliance and robust risk management across all services.

Skills

Leadership

Strategic planning

Budgeting

Banking operations

Digital onboarding

Communication

Education

Bachelor's degree in Finance

Tools

ATM software

Cash management tools

Job description

Mashreq Bank

Job Description

Job Title

Head of Onboarding & Servicing

Department

Retail Banking Operations, CCAM Ops

Direct Supervisor

EVP Global Head of Retail Banking Operations.

Pay Band

M

Job Purpose

• The role typically involves overseeing and managing the strategic direction and operations of Account Onboarding & Servicing, ATM networks, and cash management functions within an organization.
• Develop and implement strategies for accounting services, ATM operations, and cash management to ensure efficient and secure transactions.
• Manage day-to-day operations, ensuring that all services meet regulatory requirements and organizational standards.
• Build and maintain strong relationships with key clients, ensuring their needs are met and addressing any issues that arise.
• Lead and mentor a team of professionals, fostering a collaborative and high-performance work environment.
• Identify opportunities for process improvements and implement new technologies to enhance service delivery and operational efficiency.
• Oversee budgeting, forecasting, and financial performance of the accounting services and cash management departments.
• Ensure robust risk management practices are in place to mitigate potential threats related to cash handling and ATM operations.

Dimensions

Operating Budget

Number of Staff

Capital Exp. Budget

N/A

Key Result Areas

• Ensure smooth and efficient operations for account opening, servicing, ATM management, and cash handling processes. This includes minimizing downtime and optimizing transaction processing times.
• Maintain high levels of customer satisfaction by ensuring that account services, ATM operations, and cash management meet or exceed customer expectations. This involves addressing customer complaints promptly and effectively.
• Ensure all operations comply with regulatory requirements and internal policies. Implement robust risk management practices to mitigate potential risks associated with cash handling and ATM operations.
• Achieve financial targets related to account services, ATM operations, and cash management. This includes managing budgets, controlling costs, and maximizing revenue opportunities.
• Drive the adoption of new technologies and innovative solutions to improve service delivery and operational efficiency. This includes implementing advanced ATM features and digital account servicing tools.
• Lead and develop a high-performing team. Provide training, support, and career development opportunities to ensure team members are skilled and motivated.
• Develop and execute strategic plans for accounting services, ATM operations, and cash management. Align these plans with the overall business objectives of the organization.
• Build and maintain strong relationships with key stakeholders, including customers, vendors, and internal departments. Ensure effective communication and collaboration to achieve common goals.

Operating Environment, Framework and Boundaries, Working Relationships

• Adhering to established policies and procedures for account opening, servicing, ATM operations, and cash management.
• Aligning departmental activities with the organization's strategic goals and objectives.
• Operating within budgetary constraints while striving to achieve financial targets and operational efficiency.
• Ensuring all operations are within the legal and regulatory boundaries set by financial authorities.
• Collaborating with other departments such as IT, compliance, risk management, and customer service to ensure seamless operations.
• Reporting to senior management and providing updates on departmental performance, challenges, and strategic initiatives.
• Managing relationships with external vendors and service providers for ATM maintenance, cash handling, and technology solutions.

Problem Solving

• Addressing and resolving issues related to the efficiency and effectiveness of account opening, servicing, and ATM operations. This includes troubleshooting technical problems, optimizing processes, and ensuring smooth transactions.
• Handling customer complaints and issues related to accounting services and ATM transactions. This involves identifying the root cause of problems, implementing solutions, and improving customer satisfaction.
• Ensuring that all operations comply with regulatory requirements and internal policies. This includes identifying potential risks, developing mitigation strategies, and ensuring that all processes are secure and compliant.
• Solving problems related to the integration and maintenance of banking technologies. This includes working with IT teams to implement new systems, upgrade existing ones, and ensure that all technological solutions are functioning correctly.
• Managing resources effectively to ensure that all operations are adequately staffed and equipped. This involves solving issues related to staffing, budgeting, and resource allocation.
• Developing and implementing strategic plans to address long-term challenges and opportunities. This includes identifying areas for improvement, setting goals, and developing action plans to achieve those goals.
• Resolving issues related to vendor performance and stakeholder expectations. This involves negotiating contracts, managing relationships, and ensuring that all external partners meet their obligations.
• Using data analytics to identify trends, make informed decisions, and solve complex problems. This includes analyzing performance metrics, customer feedback, and operational data to drive improvements.

Decision Making Authority & Responsibility

• Developing and implementing strategies for account services, ATM operations, and cash management to align with the organization's overall goals.
• Making day-to-day operational decisions to ensure an efficient and effective delivery service. This includes decisions on process improvements, resource allocation, and technology implementation.
• Overseeing budgeting, financial planning, and cost management for the department. This includes approving expenditure and investments related to accounting services and ATM operations.
• Ensuring all operations comply with regulatory requirements and internal policies. This includes making decisions on risk mitigation strategies and compliance measures.
• Hiring, training, and managing staff within the department. This includes making decisions on promotions, performance evaluations, and team development.
• Leading and managing the department to achieve operational excellence and high levels of customer satisfaction.
• Developing and executing strategic plans for account services, ATM operations, and cash management. This includes setting goals, monitoring progress, and adjusting strategies as needed
• Ensuring that customer needs are met and that any issues are resolved promptly and effectively. This includes maintaining high standards of service quality and customer satisfaction.
• Continuously improving processes and systems to enhance efficiency and effectiveness. This includes implementing new technologies and best practices.
• Managing the department's budget and financial performance. This includes monitoring expenses, optimizing costs, and ensuring financial target are met.
• Ensuring that all operations comply with regulatory requirements and internal policies. This includes implementing robust risk management practices to safeguard against potential threats.
• Building and maintaining strong relationships with key stakeholders, including customers, vendors, and internal departments. This includes effective communication and collaboration to achieve common goals.

Knowledge, Skills And Experience

• Typically, 10+ years of experience in banking or financial services, with a focus on account management, ATM operations, and cash management
• Understanding of banking technologies, including digital onboarding systems, ATM software, and cash management tools.
• In-depth understanding of banking operations, account management, ATM networks, and cash management processes.
• Skills in optimizing processes, improving service delivery, and managing resources effectively
• Proven experience in a leadership role, managing teams and driving strategic initiatives
• Experience in managing projects, particularly those related to technology integration and process improvement
• Ability to develop and implement long-term strategies that align with organizational goals
• Proficiency in budgeting, financial planning, and cost management
• Strong verbal and written communication skills to interact with stakeholders, present reports, and lead meetings

Job Holder

Date

Line Manager

Date

Approved By

Date

The leading financial institution in MENA

While more than half a century old, we proudly think like a challenger, startup, and innovator

in banking and finance, powered by a diverse and dynamic team who put customers first.

Together, we pioneer key innovations and developments in banking and financial services.

Our mandate? To help customers find their way to Rise Every Day, partnering with them through

the highs and lows to help them reach their goals and unlock their unique vision of success.

Delivering superior service to clients by leading with innovation, treating colleagues with dignity and fairness while pursuing opportunities that grow shareholders value.

We actively contribute to the community through responsible banking in our mission to inspire more people to Rise.