Associate Corporate Partnerships - Digital Nano-Lending Portfolio

About the role

Mobilink Bank is hiring an Associate Corporate Partnerships (OG-III) for its Digital Financial Services department, reporting to the Manager Corporate Partnership, Sustainability & Assurance. The role supports the end-to-end operations, performance monitoring, control environment and continuous improvement of the bank's digital nano-lending portfolio, working with internal teams and external partners to resolve product and customer issues, track audit and regulatory actions and keep product processes, system controls and documentation aligned with regulatory requirements and internal policies.

Key responsibilities

• Coordinate day-to-day product operations across eligibility, credit evaluation, disbursement, repayment, collections and customer support, and recommend improvements to customer experience and efficiency
• Document business requirements, support product design, SOPs and process manuals, and escalate delays, risks and unresolved matters to the reporting manager
• Investigate and resolve escalated customer issues and complaints, analyse complaint trends, track corrective and preventive actions and handle cases referred by the State Bank of Pakistan or senior stakeholders
• Support responses to internal and external audit and regulatory observations, coordinate corrective action plans and maintain records of controls, audit responses and closure evidence
• Document system validation, eligibility rules, operational controls and fraud safeguards, support defect investigations and testing, and monitor product and operational indicators
• Coordinate with internal teams and external partners, vendors and credit bureaus, maintain action trackers and issue logs, and prepare management reports on product performance and escalations

Required profile

• Bachelor's degree in Business Administration, Finance, Economics, Computer Science, Information Technology or a related discipline
• 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 (eligibility, credit scoring, disbursement, repayment, collections, loan management systems)
• Familiarity with audit coordination, regulatory requirements, operational controls and corrective-action tracking in a regulated financial services environment

Required skills

• Digital lending and product operations
• Customer complaint investigation and escalation management
• Audit coordination and regulatory action tracking
• Operational risk and control documentation
• Data analysis and root cause investigation
• System testing and issue resolution coordination
• Management reporting and documentation