Associate Corporate Partnerships

Position: Associate Corporate Partnerships

Job Grade: OG-III

Reports to: Manager Corporate Partnership, Sustainability & Assurance

Department: Digital Financial Services

Location: Head Office, Islamabad

Job Purpose

To support the end-to-end operations, performance monitoring, control environment and continuous improvement of the Bank’s digital nano-lending portfolio. The role coordinates with internal teams and external partners to resolve product and customer issues, track audit and regulatory actions, and maintain product processes, system controls and documentation in line with applicable regulatory requirements and internal policies.

Key Responsibilities

1. Product Operations and Continuous Improvement

• Coordinate day-to-day product operations across customer eligibility, credit evaluation, disbursement, repayment, collections and customer support.
• Identify process gaps and recommend improvements to customer experience, operational efficiency and product performance.
• Document business requirements and follow up with relevant stakeholders on agreed enhancements.
• Support the maintenance and periodic review of product design, the Product Programme, SOPs, process manuals and customer journeys.
• Track product issues, dependencies and delivery timelines, escalating delays, risks and unresolved matters to the reporting manager.

2. Customer Issues and Escalation Management

• Coordinate the investigation and resolution of escalated customer issues, disputes and recurring complaints within applicable turnaround times.
• Work with Customer Support, Product and relevant teams to analyse complaint trends, identify root causes and track corrective and preventive actions.
• Prioritise cases referred by the State Bank of Pakistan, the Chief Executive Officer or other authorised senior stakeholders in accordance with internal escalation protocols.
• Maintain complete case records, monitor resolution progress and provide timely, evidence-based updates.
• Escalate overdue cases and unresolved service failures to the relevant owners and reporting manager.

3. Audit, Regulatory Compliance and Assurance

• Support responses to Internal Audit, External Audit and regulatory observations through evidence collection, stakeholder coordination and action tracking.
• Coordinate with Product, Risk/Credit, Compliance, Legal, Operations and partner teams to document and monitor corrective action plans.
• Track outstanding observations, follow up on agreed deadlines and escalate overdue or disputed actions.
• Maintain organised and retrievable records of product controls, audit responses, regulatory commitments and closure evidence.
• Support periodic reviews of product processes and documentation against applicable SBP requirements, internal policies and approved procedures.

4. System Controls, Risk and Issue Resolution

• Coordinate with Product, QA, Risk/Credit and partner teams to document requirements for system validations, eligibility rules, operational controls and fraud safeguards.
• Support investigations into system defects, control failures, incorrect processing and operational exceptions.
• Coordinate testing, implementation and post-implementation validation of agreed fixes.
• Monitor relevant product and operational indicators, recurring exceptions and control issues, escalating material concerns.
• Maintain records of requirements, test results, approvals and implementation evidence.

5. Stakeholder and Partner Coordination

• Coordinate with Product, QA, Risk/Credit, Legal, Compliance, Finance, Operations and Customer Support to progress product issues and enhancements.
• Follow up with external partners, vendors and credit bureau stakeholders on operational matters and outstanding actions.
• Maintain action trackers, meeting records and issue logs to support timely delivery and accountability.
• Prepare concise updates and management reports on product performance, customer escalations, audit actions and key dependencies.

Qualifications

Bachelor’s degree in Business Administration, Finance, Economics, Computer Science, Information Technology or a related discipline.

Experience

• Minimum 3 years of relevant experience in digital financial services, digital lending, consumer lending, microfinance, product operations, customer experience, business analysis or a related function.
• Working knowledge of the lending lifecycle, including eligibility, credit assessment/scoring, disbursement, repayment, collections and loan management systems.
• Familiarity with audit coordination, regulatory requirements, operational controls and corrective-action tracking in a regulated financial services environment.
• Experience coordinating with internal teams and external partners to resolve customer, product or operational issues.

Key Skills and Competencies

• Digital lending and product operations
• Customer complaint investigation and escalation management
• Audit coordination and regulatory action tracking
• Operational risk and control documentation
• Business requirements gathering and process improvement
• Data analysis and root cause investigation
• System testing and issue resolution coordination
• Partner and cross-functional stakeholder coordination
• Management reporting and documentation
• Strong organisation, attention to detail and follow-through
• Ability to manage multiple priorities and deadlines
• Strong written and verbal communication skills

About Mobilink Bank

Mobilink Bank is providing banking services to over 64.22 million registered users including 21 million monthly active customers across Pakistan. With a hybrid model that combines traditional microfinance with mobile/digital banking technologies, the bank now operates with over 132 branches and 324,000 branchless banking agents and provides a USSD (GSM) based digital channel offering savings, micro enterprise (MSME) loans, small housing loans, remittances, collection (utility bills and loan instalments), mobile wallets, insurance, G2P, B2B & B2P payments; thus, playing a leading role in the promotion of financial inclusion. Mobilink Bank is committed to fostering a positive and productive workplace, and our core values reflect this focus. These values include promoting innovation and entrepreneurship, encouraging teamwork and collaboration, and prioritizing a customer-centric approach in all aspects of our business.

Why Join Mobilink Bank?

This is an opportunity for someone who is passionate about making a difference and playing a key role in driving transformative change. Our team is committed to empowering millions with the tools necessary to succeed in the digital age, and we're looking for a talented individual to join us in this endeavour.