Product Owner.Injaz -RBG - Digital Web & Mobile Entities.Retail Banking Group

Product Owner – RBG Digital - SME Mobile & Online Banking

Mashreq Biz Mobile Banking (MOB) & Online Banking (MOL)

Position Details

About The Role

Mashreq's ambition is to provide the best digital banking experience for SME customers in every market in which it operates.

The Product Owner for SME Digital Banking is responsible for the end-to-end ownership of Mashreq Biz digital channels, including Mobile Banking (MOB) and Online Banking (MOL). The role owns the roadmap, backlog, delivery, operational performance and continuous improvement of SME digital products, journeys and services.

The role acts as the global SME digital channel lead, ensuring alignment of customer experience, platform capabilities, design standards and roadmap priorities across UAE, Egypt and Pakistan.

The role carries full accountability across the product lifecycle, from identifying opportunities and defining solutions through delivery, release, operational support and optimisation, ensuring products deliver measurable customer, business and operational outcomes, strengthening Mashreqs position as the leader in digital SME banking.  

Key Result Areas

1. Product Strategy & Roadmap Ownership

• Contribute to and evolve the product vision for Mashreq Biz digital channels.
• Develop and maintain annual roadmaps, quarterly priorities and strategic delivery plans.
• Translate customer needs, business objectives, market opportunities and regulatory requirements into actionable product initiatives.
• Partner with the Senior Product Owner, Head of Digital and Head of Business Banking to align priorities and investments.
• Drive alignment of SME roadmaps across UAE, Egypt and Pakistan.
• Identify opportunities to improve customer experience, engagement, self-service and adoption.

2. End-to-End Product Lifecycle Ownership

The Product Owner is accountable for the success of all capabilities, products, journeys and initiatives within their area of ownership.

Discover

• Identify customer, business and market opportunities.
• Analyse customer feedback, usage data, app reviews and market trends.
• Lead product discovery activities and validation exercises.
• Assess customer pain points and opportunities for innovation.

Define

• Define product vision, goals and success metrics.
• Create requirements, epics, features and user stories.
• Develop business cases and investment recommendations where required.
• Prioritise opportunities based on customer value, business outcomes and strategic objectives.

Deliver

• Lead agile delivery across assigned squads.
• Manage dependencies, risks and cross-functional delivery activities.
• Collaborate with Engineering, Architecture, Design and Downstream functions to deliver high-quality products and experiences.
• Ensure delivery commitments are achieved on time and to expected standards.

Release

• Own business readiness and go-live activities.
• Coordinate releases and deployments with Technology and Operations teams.
• Ensure customer communications and support processes are established.
• Track launch success and early-life performance.

Run

• Act as business owner for live services and journeys.
• Own operational performance and customer outcomes.
• Prioritise production issues, defects and service improvements.
• Lead response to incidents impacting SME customers.
• Support critical production incidents and major deployments outside business hours where required.

Improve

• Monitor adoption, customer satisfaction and business outcomes.
• Drive ongoing optimisation of products, journeys and services.
• Identify opportunities to simplify customer experiences and improve self-service.
• Continuously evolve products in line with customer expectations and industry trends.

3. Global SME Platform Governance

• Act as custodian for SME digital channel standards across all markets.
• Ensure consistency of customer journeys, design patterns and platform capabilities.
• Drive adoption of reusable features, services and technical components.
• Promote global-by-default solutions and minimise unnecessary duplication.
• Govern cross-market backlog alignment and dependency management.
• Represent SME requirements in global platform and digital banking forums and wider forums.

4. Mobile Platform & Cross-Channel Collaboration

• Partner with Retail Digital Banking MOB Product teams.
• Collaborate closely with Mobile Platform squad and global lead engineers.
• Ensure SME requirements are represented within global platform roadmaps.
• Leverage reusable platform capabilities whenever possible.
• Define new SME capabilities where customer needs are unique.
• Drive consistency between mobile, web and future digital channels.

5. Agile Delivery Leadership

• Lead SME Mobile Banking and Online Banking squads.
• Own and prioritise team backlogs.
• Create and maintain epics, features and user stories.
• Manage sprint planning, refinement, reviews and retrospectives.
• Balance customer, business, operational and regulatory priorities.
• Ensure squads remain focused on value delivery and customer outcomes.

6. Customer Experience Ownership

• Create and maintain best-in-class digital banking experiences for SME customers.
• Partner with UX, CX and Research teams to identify customer opportunities.
• Drive customer journey redesign and optimisation initiatives.
• Improve customer satisfaction and engagement across channels.
• Champion customer-centric decision making across teams.

Key outcomes include:

• Customer Satisfaction (CSAT)
• Net Promoter Score (NPS)
• Monthly Active Users (MAU)
• Digital Engagement
• Self-Service Adoption
• Customer Effort Reduction
• App Store Ratings
• Digital Servicing Success
• Reduce cost to serve

7. Stakeholder Leadership

Develop trusted relationships across the organisation and act as the SME digital channels product authority.

Key stakeholders include:

• Executive Leadership & ExCo
• Head of Digital
• Head of Business Banking
• Country Business Banking Leaders
• Senior Product Owners
• Product Owners
• Engineering & Architecture
• UX & Design
• Customer Experience
• Marketing
• Risk
• Compliance
• Legal
• Information Security
• Operations
• PMO
• Relationship Managers

The role must influence, align and manage competing priorities, requirements, key decisions and key risks across a complex stakeholder landscape.

8. People Leadership

• Lead and develop direct reports.
• Coach Proxy Product Owners.
• Support growth of squad members across Product, Engineering and QA functions.
• Foster a culture of ownership, accountability and continuous improvement.
• Support recruitment, succession planning and performance management activities.
• Build high-performing, customer-focused delivery teams.

Key Performance Indicators

Product & Delivery

• Roadmap Delivery
• Sprint Predictability
• Time-to-Market
• Feature Adoption
• Delivery Quality

Customer Outcomes

• CSAT
• NPS
• Monthly Active Users
• Digital Engagement
• App Store Ratings
• Self-Service Adoption

Operational Excellence

• Platform Availability
• Incident Volumes
• Production Stability
• Change Success Rates
• Defect Reduction

Strategic Outcomes

• Cross-Market Alignment
• Adoption of Reusable Capabilities
• Reduction in Duplicate Development
• Digital Channel Maturity
• Customer Experience Improvements

Key Skills & Qualifications

Education

• Bachelor's Degree in Business, Technology, Engineering, Computer Science or related discipline.
• MBA or Master's Degree preferred.
• Agile Product Management certifications desirable (PSPO, CSPO, SAFe Product Manager/Product Owner or equivalent).

Experience

Essential

• 8-12+ years' experience in Digital Banking, Product Management or Financial Services Technology.
• Demonstrated experience owning digital products from strategy through delivery and operation.
• Strong experience managing Agile squads and delivery teams.
• Proven track record delivering mobile and/or online banking solutions.
• Experience working across multiple stakeholder groups and business functions.
• Strong understanding of customer journey management and digital servicing.
• Experience managing complex delivery portfolios and competing priorities.

Preferred

• SME or Business Banking product experience.
• Multi-country or regional product leadership experience.
• Experience working across UAE, Egypt or Pakistan markets or multi market products.
• Experience leading Build & Run digital channel teams.
• Exposure to platform product management and reusable capability frameworks.

Skills

Product Leadership

• Product Strategy & Roadmapping
• Product Lifecycle Management
• Customer Journey Design
• Agile Product Ownership
• Backlog Management
• Prioritisation Frameworks

Digital Banking Expertise

• SME Banking
• Digital Servicing
• Authentication & Security Journeys
• Mobile & Online (Web) Banking
• Regulatory & Compliance Awareness

Delivery & Technology

• Agile Delivery Management
• Software Delivery Lifecycle (AI Enabled)
• Release Management
• Incident Management
• Platform Thinking
• API & Digital Platform Understanding
• Mobile & Web Product Ecosystems

Commercial & Analytical

• Data-Driven Decision Making
• KPI Definition & Tracking
• Customer Analytics
• Business Case Development
• Outcome-Based Prioritisation

Leadership & Influence

• Executive Communication
• Stakeholder Management
• Cross-Functional Leadership
• Negotiation & Influencing
• People Development
• Team Leadership

Behaviours & Mindset

• Customer Obsessed
• Ownership Mentality
• Strategic Thinker
• Strong Executor
• Collaborative Influencer
• Data-Driven
• Outcome Focused
• Builds for Scale and Reuse
• Continuous Improvement Mindset
• Comfortable Operating in Ambiguity
• High Energy and Resilient