The Corporate Partnerships Associate will support the end-to-end management, performance, control environment and continuous improvement of the Bank’s digital nano-lending portfolio. The role will coordinate product and operational matters across internal teams and external partners, investigate customer issues and recurring service failures, track remediation of audit and regulatory observations, and help ensure that product processes, system controls and documentation remain aligned with applicable regulatory requirements and internal policies. The role requires strong follow-through, analytical problem-solving and the ability to translate business, customer, risk and compliance requirements into clear actions for relevant stakeholders.
1. Product Operations and Continuous Improvement
• Coordinate day-to-day product affairs across the customer journey, including eligibility and credit evaluation, disbursement, repayment, collections and customer support.
• Identify process gaps and opportunities to improve customer experience, operational efficiency and product performance; document requirements and coordinate implementation with relevant stakeholders.
• Support the maintenance and periodic review of product design, Product Programme, SOPs, process manuals, customer journeys and related operational documentation.
• Track product issues, action items, dependencies and agreed delivery timelines, escalating material delays, risks or unresolved decisions to the relevant owners.
2. Customer Issues and Escalation Management
• Act as a coordination point for escalated customer issues, disputes and recurring complaints, ensuring cases are investigated, assigned and resolved within applicable turnaround times (TATs).
• Work with Customer Support, Product and other relevant teams to analyse complaint trends, establish root causes and implement sustainable corrective and preventive actions.
• Prioritise cases referred by the State Bank of Pakistan (SBP), the Chief Executive Officer (CEO) or other authorised senior stakeholders, in line with internal escalation protocols.
• Maintain clear case records, monitor resolution progress and provide timely, evidence-based updates to relevant stakeholders.
3. Audit, Regulatory Compliance and Assurance
• Coordinate responses to Internal Audit, External Audit and regulatory observations, including evidence collation, stakeholder follow-up, action tracking and closure documentation.
• Work with Product, Risk/Credit, Compliance, Legal, Operations and partner teams to develop and monitor corrective action plans; escalate overdue or disputed actions.
• Maintain organised, current and retrievable evidence for product controls, process implementation, audit responses and regulatory commitments.
• Support periodic reviews of product processes and documentation to identify and address gaps against applicable SBP requirements, internal policies and approved product procedures.
4. System Controls, Risk and Issue Resolution
• Work with Product, QA, Risk/Credit and relevant partner teams to document business requirements for system validations, eligibility rules, operational controls and fraud/risk safeguards.
• Support investigation of system defects, control failures, incorrect processing and other exceptions; coordinate testing, implementation and post-implementation validation of agreed fixes.
• Monitor relevant product and operational indicators, exceptions and recurring control failures, escalating material risks and tracking remediation to completion.
• Ensure that requirements, test outcomes, approvals and implementation evidence are appropriately documented and retained.
5. Stakeholder and Partner Coordination
• Coordinate with internal stakeholders, including Product, QA, Risk/Credit, Legal, Compliance, Finance, Operations and Customer Support, to progress product issues and enhancements.
• Manage day-to-day follow-ups with external partners, vendors and credit bureau stakeholders on matters within the role’s remit.
• Prepare concise status updates, issue summaries, meeting notes and management reporting on product performance, customer escalations, audit actions and key dependencies.
• Education: Bachelor’s degree in Business Administration, Finance, Economics, Computer Science, Information Technology or a related discipline.
• Experience: 3+ years of relevant experience in digital financial services, digital lending, consumer lending, microfinance, product operations, customer experience, business analysis or a related function.
• Digital lending knowledge: Working understanding of the lending lifecycle, including customer eligibility, credit assessment/scoring, disbursement, repayment, collections and loan management systems.
• Controls and compliance: Familiarity with audit coordination, regulatory requirements, operational risk, control documentation and corrective-action tracking in a regulated financial-services environment.
• Analytical capability: Ability to analyse customer complaints, operational data and system exceptions, identify root causes and develop practical recommendations.
• Communication and coordination: Strong written and verbal communication skills, with the ability to work effectively across technical, business, risk, compliance and partner teams.
• Execution and ownership: Strong organisation, attention to detail, follow-through and ability to manage multiple issues and deadlines concurrently.
Job Locations:
Head Office
About MMBL:
Mobilink Microfinance Bank Ltd. is providing banking services to over 48 million registered users including 20+ 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 114 branches and 270,000 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 installments), mobile wallets, insurance, G2P, B2B & B2P payments; thus, playing a leading role in the promotion of financial inclusion.
MMBL 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 MMBL ?
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 endeavor.