Mashreq Bank

Job Description

1

Job Title:

Team Leader, Quality Assurance & MI

Department

Retail Banking Operations- Quality Assurance & MI

Direct Supervisor

Manager, Quality Assurance & MI

Pay Band

J

2

Job Purpose

• Conduct quality review of various Retail Operation’s Units – Credit Ops, Card Ops, CCAM Ops, Neo Ops wealth Ops and Insurance Ops with a view to ensure existing stipulated standards are being adhered in accordance to the SOP, PPG, APPM, OPMs.

• Lead the QA Governance function across Retail Operations by driving risk-based quality reviews, control validation, KRI monitoring, governance reporting and corrective action tracking to ensure process adherence, risk mitigation, audit readiness and continuous improvement across all supported business units

• Reporting review outcome with the units and Delivery managers for timely review and feedback.

• Recommend and ensure implementation of corrective action plans to continuously improve and enhance the standard processes.

• Perform and manage MI/Reports of the unit or as directed by the Manager

3

Dimensions

Operating Budget

Number of Staff

Capital Exp. Budget

N/A

Other

4

Key Result Areas

1. Risk-Based QA Governance & Assurance

• Lead the execution of a risk-based QA Governance Framework across Retail Operations units, ensuring coverage of operational, compliance, audit, fraud, and reputational risks.

• Facilitate risk identification, assessment, and validation activities through QA reviews, thematic assessments, and governance oversight.

• Maintain and periodically review risk registers, risk-control mappings, and control effectiveness assessments across supported business units.

2. Control Framework & Quality Validation

• Assess the design and operating effectiveness of preventive, detective, and corrective controls to ensure adequate risk mitigation.

• Conduct governance-based quality reviews to validate adherence to SOPs, PPGs, APPMs, OPMs, internal policies, and regulatory requirements.

• Drive enhancement of control frameworks through identification of control gaps, process weaknesses, and recurring exceptions.

3. KRI Monitoring, Escalation & Reporting

• Develop, monitor, and maintain Key Risk Indicators (KRIs) and quality metrics across Retail Operations units.

• Monitor KRI thresholds and initiate timely escalation of Amber and Red risk events in accordance with governance protocols.

• Prepare governance dashboards, management reports, risk heat maps, and trend analysis for senior management and governance forums.

4. Corrective Action & Continuous Improvement

• Recommend and track corrective and preventive action plans arising from QA reviews, audit observations, incidents, complaints, and regulatory findings.

• Conduct root cause analysis and thematic reviews to address recurring control failures and process deficiencies.

• Ensure sustainable closure of governance actions through periodic validation and effectiveness testing.

5. RCSA & Governance Oversight

• Review and challenge Risk & Control Self-Assessments (RCSA) across business units to ensure completeness, accuracy, and alignment with enterprise risk management standards.

• Validate risk ratings, residual risk assessments, and control ownership to ensure appropriate governance and accountability.

• Support periodic governance reviews and risk refresh exercises across Retail Operations.

6. Audit, Regulatory & Compliance Governance

• Act as the central coordination point for audits, regulatory reviews, compliance assessments, and governance inspections.

• Ensure readiness and availability of governance documentation, risk registers, control inventories, action trackers, and supporting evidence.

• Monitor closure of audit and regulatory findings and validate implementation of sustainable remediation measures.

7. Governance Forums & Stakeholder Management

• Facilitate governance forums, calibration sessions, risk review meetings, and management discussions across Operations, Risk, Compliance, and Audit stakeholders.

• Promote a strong risk and control culture through transparent communication of governance insights, emerging risks, and quality trends.

• Ensure effective collaboration with business units to drive ownership and timely resolution of identified risks and control gaps.

8. MIS, Analytics & Governance Reporting

• Oversee the development and publication of governance MIS, KRI packs, risk dashboards, action trackers, and executive reports.

• Analyze defect trends, risk themes, control effectiveness, action closure rates, and governance performance indicators to support informed decision-making.

• Ensure accuracy, completeness, and timely submission of all governance and management reporting requirements.

5

Operating Environment, Framework and Boundaries, Working Relationships

• Retail Operations processing is carried out as per the Process Frame work, in conjunction with the Bank – Operating documents vide SOP, PPF, APPM, OPM etc.,

• The scope of work encompasses quality review of Retail units i.e. policies, processes / procedures, MIS, and system covering all Retail Operation’s Units.

• Regular and frequent interaction with Retail Ops Process owners, their direct reports and the respective delivery managers

6

Problem Solving

• To ensure that risks associated with Retail processes and compliance to the stipulated standards, system and procedures are appropriately recognized and reported.

• All highlighted risks and issues are to be mitigated / alleviated through appropriate recommendation of suitable controls, which should not add unnecessary layers, costs, turnaround time but yet yield desired results.

• To provide adequate solutions to erroneous processes highlighted during the review process.

• To review standard operating procedures and system manuals periodically. This will ensure process risks are under control.

• To identify key risks in process during reviews and highlight to Senior Management to drive enhancements and mitigate the risks identified

7

Decision Making Authority & Responsibility

• Conduct and approve quality audits and evaluations.

• Identify quality gaps and recommend corrective actions.

• Validate and publish MI reports and dashboards.

• Allocate tasks and manage team workload.

• Escalate critical quality, compliance, or operational risks.

• Recommend process and reporting improvements.

• Monitor operational quality and compliance with policies and standards.

• Ensure timely, accurate, and insightful management reporting (MI).

• Analyze performance trends and provide actionable recommendations.

• Coach and develop QA & MI team members.

• Drive continuous improvement initiatives and root cause analysis.

• Collaborate with stakeholders to improve service quality and operational performance.

• Accuracy of quality assessments and MI reports.

• Achievement of team KPIs and service standards.

• Timely identification and escalation of risks and issues.

• Continuous improvement in quality, productivity, and reporting effectiveness.

8

Knowledge, Skills and Experience

• Comprehensive knowledge of all host systems & other operating systems in the Bank.

• In Depth knowledge in one or more of Retail processes such CCAM Ops (CASA account opening & Servicing), Card Ops (Issuing and Chargeback streams), Credit Ops (secured and unsecured loan onboarding and servicing), Insurance Ops and Neo/Digital banking.

• Sound understanding of Enterprise Risk Management principles, Risk & Control Self-Assessment (RCSA), Key Risk Indicators (KRIs), risk registers, control effectiveness assessments, and governance frameworks

• At least 5 to 7 years of experience in any Retail Operations process and core operations experience would be preferable.

• Being proactive, effective floor management and taking ownership of all given activities.

• MIS and systems and related processes understanding.

• Good Verbal / written communication & computer skills.

• Team Lead is expected to manage floor, rostering & effective back-up for Manager.

• Alignment with Bank’s core values and embed right culture for seamless delivery.

Job Holder

Date

Line Manager

Date

Approved By

Date