• Minimum Graduation or equivalent from a local or international University / College / Institute recognized by the HEC of Pakistan

• Candidates having a Bachelor’s / Master’s degree (recognized by the HEC) in Science / Business Administration / Design or relevant field would be preferred

• Minimum 06 years of experience in Banking and / or Financial Institutions and / or Telecom and / or Fintech, out of which minimum 03 years of experience in Customer Onboarding and / or Digital Onboarding and / or User Interface / User Experience

• Preference will be given to the candidates with at least 02 years of relevant experience in customer onboarding

• Excellent communication skills

• In-depth analytical and problem-solving skills

• Adaptability to evolving project needs

• Execution & delivery

• Stakeholders Management

Digital Customer Experience Leadership

• To define and implement customer experience strategy across Mobile App, Self Onboarding etc.

• To ensure consistent, convenient, and customer-centric experience design across all digital channels and touchpoints to build trust, drive adoption, and reduce complaints.

• To monitor customer journeys for digital onboarding and payments services to identify friction points and optimize user flows.

Campaign Launch and Management

• To plan, design, and launch customer acquisition and engagement campaigns for Mobile App, Self Onboarding etc.

• To develop campaign calendars aligned with product launches, regulatory deadlines, and business objectives.

• To coordinate with cross-functional teams to ensure campaigns are compliant, customer-centric, and aligned with SBP guidelines.

• To manage end-to-end campaign execution, including creative development, approvals, launch, and monitoring.

• To track campaign performance metrics (ROI, adoption rates, engagement levels, complaint reduction) and prepare post-campaign evaluation reports.

• To ensure timely communication to customers through digital channels (push notifications, SMS, email, In-app banner) to maximize reach and impact.

• To collaborate with Marketing Group, vendors and agencies for campaign design, digital media placement, and customer outreach.

• To create customer education materials (videos, guides, FAQs, digital media) to support onboarding awareness.

• To continuously refine campaign strategies based on analytics, customer feedback, and SBP expectations.

Product Governance & Compliance

• To develop and maintain Product Program Document (PPD) in line with SBP directives.

• To coordinate with Compliance / Risk / IT teams for compliance of Regulatory guidelines.

Team Management & Training

• To lead and mentor the customer experience & onboarding team, fostering collaboration and accountability.

• To conduct product and campaign training sessions for cross-functional teams.

• To oversee performance management, workload allocation, and professional development of team members.

• To build a culture of innovation, digital-first thinking, and customer centricity.

Documentation & Reporting

• To draft, update, and refine SOPs for customer experience and onboarding processes across digital channels.

• To ensure SOPs are aligned with SBP regulations and digital banking policies.

• To maintain a centralized repository of product manuals, SOPs, training guides, and compliance documentation.

• To present insights to senior leadership to support strategic decision-making.

• To perform any other assignments as assigned by the supervisor(s).

• Minimum Graduation or equivalent from a local or international University / College / Institute recognized by the HEC of Pakistan

• Candidates having a Bachelor’s and / or Master’s degree (recognized by the HEC) in Computer Science and / or Business Management and / or relevant field would be preferred

• Minimum 06 years of experience in Banking and / or Financial Institutions and / or Telecom and / or Fintech, out of which minimum 04 years of experience in card alliances business partnership

• Candidates having experience in Debit / Credit Card Alliance and partnerships would be preferred

• Strong partnership and Alliance management skills

• Strong leadership and communication skills

• Understanding of products and services offered in Digital Banking

• To contribute to the development and execution of the Bank’s Cards Partnership & Alliance strategy to enhance card usage and drive card issuance, activation, usage, and overall portfolio growth.

• To lead identification, negotiation, and management of strategic partnerships with merchants, aggregators, Fintechs, e-commerce platforms, payment service providers, and other ecosystem partners to strengthen the Bank’s card value proposition.

• To develop and manage discounts, cashback, loyalty initiatives, and loyalty campaigns in collaboration with partner merchants to increase 1Gig and e-commerce transaction volumes.

• To work closely with internal stakeholders, including Cards Business, Digital Banking Risk, Regulatory, Compliance, Operations, and Technology teams to launch and manage partnership-driven initiatives.

• To identify new market opportunities and strategic alliances to expand card acceptance, improve customer engagement, and support the Bank’s digital payments growth objectives.

• To manage relationships with card schemes, payment networks, and external partners to ensure effective collaboration and commercial advantage.

• To analyze market trends, competitor offerings, and evolving customer behavior to introduce innovative partnerships and promotional campaigns.

• To track and analyze Key Performance Indicators (KPIs) related to partnerships and alliances, including transaction volumes, merchant activation, campaign ROI, customer acquisition, and revenue contribution.

• To ensure partnership agreements, campaigns, and customer offers comply with internal policies, regulatory requirements, and applicable guidelines of the State Bank of Pakistan (SBP).

• To collaborate with Marketing and Customer Experience teams to design and execute customer awareness and engagement campaigns aimed at increasing debit and credit card usage.

• To support the intersection of new card products, features, and ecosystem capabilities through strategic alliances and co-branded initiatives.

• To foster effective coordination across cross-functional teams and external stakeholders to ensure timely execution and successful delivery of partnership and alliance initiatives.

• To perform any other assignments as assigned by the supervisor(s).

• Minimum Graduation or equivalent from a local or international University / College / Institute recognized by the HEC of Pakistan

• Candidates having a Master’s Degree in Business Administration and / or Computer Science and / or Information Technology and / or Information Security and / or relevant certification will be preferred

• Minimum 05 years of experience in Digital Product Development and / or Operational Risk Management and / or Fraud Risk Management and / or Digital Banking Operations and / or Payment Systems and / or Financial Crime Risk, preferably within a Bank and / or Fintech and / or Payment Institution

• At least 01 year in a supervisory role in Digital Product Development and / or Fraud Monitoring and / or Operational Risk Functions

• Strong analytics and investigative mindset

• Sound judgment and problem-resolution with fraud control

• Decisive, under pressure during fraud incidents

• Strong coordinator skills across technical and business teams

• High integrity and confidentiality standards

• Strong exposure to digital transactions, electronic payments, and channel-based risk controls

• Strong understanding of Digital Banking fraud typologies (Mobile / Internet banking, Account takeover, SIM swap, phishing, social engineering, mule accounts, card-not-present fraud)

• Detailed understanding of transaction monitoring systems, fraud detection rules, rule engines, and behavioral analytics

• Experience with implementation of SBP regulations related to onboarding, payment systems, and fraud reporting

• To develop and implement a Digital Banking Risk & Fraud Management framework covering mobile banking, Internet banking, ATM, ADC’s and third party digital integration.

• To identify, assess, and monitor transactional, operational, and fraud risks arising from digital products, channels, and partnerships.

• To lead the design and enhancement of fraud detection and prevention controls, including rule setting, thresholds, velocity checks, behavioral monitoring, and transaction profiling.

• To continuously improve fraud prevention, detection and monitoring mechanics, ensuring timely detection, investigation, escalation, and resolution of suspicious transactions.

• To analyze fraud trends, attack patterns, and emerging threats to continuously improve fraud control strategies and customer protection mechanisms.

• To collaborate with SOC, Monitoring, Investigation and Digital Banking teams to ensure coordinated response to fraud incidents and risk events.

• To define and monitor risk limits, transaction thresholds, and exception handling processes for digital channels.

• To support investigators on major fraud cases, root-cause analysis, and implementation of preventive controls to avoid recurrence.

• To conduct risk assessments for new digital products, features, API, and FinTech / SaaS partnerships before they go-live.

• To develop and track risk & fraud KPIs / KRIs, including fraud loss ratio, incident volume, false positive rates, and control effectiveness.

• To drive customer awareness initiatives in collaboration with marketing and service teams to reduce social engineering and digital fraud exposure.

• To perform any other assignments as assigned by the supervisor(s).

• Minimum Graduation or equivalent from a local or international University / College / Institute recognized by the HEC of Pakistan

• Candidates having a Master’s Degree in Business Administration and / or Computer Science and / or Information Technology and / or Information Security and / or relevant certification will be preferred

• Minimum 05 years of experience in Digital Product Development and / or Information Security and / or Cyber Security and / or Technology Governance and / or Digital Banking technology implementation and / or SaaS Platforms Management or related domains, preferably within Banking and / or Financial Institutions and / or Telecom and / or SaaS Service vendors

• Out of the total experience, at least 01 year in a supervisory role managing Digital Product Development and / or Information Security and / or Cloud Security and / or SaaS Security and / or Digital Platform Risk

• Excellent communication skills

• In-depth analytical and problem-solving skills

• Adaptability to evolving project needs

• Tech-Savvy, including proficient in MS Office and related software

• Strong understanding of digital architecture, security controls, and customer data protection mechanisms

• Experience in risk assessment and / or system design and / or security governance for digital banking and / or SaaS integrations

• Sound knowledge of data classification, encryption standards, Data Loss Prevention (DLP), and secure data lifecycle management

• To develop and execute Information Security and SaaS security strategy in alignment with the Bank’s digital banking, cloud adoption, and digital transformation roadmap.

• To lead information security assessments covering cloud platforms, SaaS solutions, digital banking systems, and third-party integrations, including security governance, control frameworks, and technical risk evaluations.

• To collaborate closely with Technology partners, Information Security, Risk Management, Compliance, and business stakeholders to ensure secure solution design, regulatory compliance, and alignment with SBP and other applicable security standards.

• To drive security-by-design initiatives across digital initiatives, ensuring secure architecture, secure SDLC integration, and proactive risk mitigation for digital channels, APIs, and SaaS platforms.

• To oversee security governance of SaaS and third-party platforms, including security due diligence, risk assessments, vendor security reviews, contract / security clause evaluation, and ongoing compliance monitoring.

• To champion and integrate Information Security and SaaS security in project management by embedding DevSecOps approaches to integrate security into development and deployment lifecycles.

• To develop and manage budgets, forecasts, and financial plans related to security tools, SaaS security controls, monitoring solutions, and risk mitigation initiatives as needed from time to time.

• To monitor and analyze security performance metrics, including vulnerabilities, incidents, risk ratings, control effectiveness, audit findings, and compliance status.

• To ensure smooth day-to-day execution of security controls and monitoring mechanisms, including cloud security controls, data protection mechanisms, vulnerability management, and incident response coordination.

• To lead cyber risk management for digital banking channels, mobile / internet banking applications, APIs, and connected systems. Ensure customer data protection, encryption practices, and secure data lifecycle management.

• To act as the primary liaison for Internal Audit, external auditors, regulators, and technology vendors on matters related to information security, SaaS risk, and cloud security compliance.

• To establish and maintain security policies, standards, SOPs, and guidelines relative to cloud usage, SaaS adoption, data security, access management, and secure development.

• To drive security awareness and advisory support for technology and business teams to embed a strong culture for software and SaaS security internal risk-based decision making.

• To prepare regular security dashboards, risk reports, and strategic updates for senior management and relevant committees. Present key risks, incidents, remediation progress, and security posture.

• To perform any other assignments as assigned by the supervisor(s).

• Minimum Graduation or equivalent from a local or international University / College / Institute recognized by the HEC of Pakistan

• Candidates having a Master’s degree and / or any other relevant professional certification(s) will be preferred

• Minimum 05 years of experience in Banking and / or Financial Institutions and / or Telecom and / or Fintech, out of which minimum 03 years of experience in Customer onboarding and / or Digital Onboarding and / or Roshan Digital Account and / or UX

• Preference will be given to the candidates with at least 02 years of relevant experience in Roshan Digital Account

• Manage and expand the RDA product suite

• Ability to conduct market research on diaspora banking needs, competitor offerings, and market trends

• Knowledge of KYC, AML, and other regulatory requirements relevant to RDA

• Ability to coordinate with marketing to design and execute marketing campaigns targeting overseas Pakistanis

• To support the development and execution of the Bank’s Roshan Digital Account strategy in alignment with the Bank’s digital banking objectives, overseas customer acquisition goals, and regulatory requirements.

• To lead and monitor the Customer Experience & onboarding team, fostering collaboration and accountability.

• To ensure consistent, convenient, and customer-centric experience design across all digital channels onboarding channels to build trust, drive adoption, and reduce complaints.

• To continuously review and optimize customer onboarding journeys across Mobile App and Web platforms, identifying friction points, reducing drop-offs, and enhancing overall customer experience.

• To develop and maintain Product Program Document (PPD) in line with SBP directives.

• To continuously refine campaign strategies based on analytics, customer feedback, and SBP expectations.

• To conduct product and campaign training sessions for cross-functional team.

• To draft, update, and refine SOPs for customer experience and onboarding processes across digital channels.

• To present insights to senior leadership to support strategic decision-making.

• To perform any other assignments as assigned by the supervisor(s).