The Governance Officer is responsible for supporting the governance, quality, risk, and customer experience framework across Wholesale Customer Experience operations. The role ensures adherence to internal policies, regulatory requirements, and operational standards through the execution of quality reviews, risk and control assessments, governance reporting, business continuity activities, process documentation, and oversight of corrective actions. The position also supports customer insights initiatives, training and onboarding activities, and continuous improvement efforts, while maintaining effective governance controls, operational discipline, and a strong focus on service excellence.
Bachelor’s degree in Business, Finance, or a related field with a minimum of 5 years’ experience in banking, customer service, governance, quality assurance, audit, risk, or internal controls. Strong analytical and reporting skills, attention to detail, proficiency in Excel and PowerPoint, and a good understanding of governance, risk, control, and customer experience frameworks. Excellent communication, stakeholder management, and problem-solving skills are essential. Experience with customer feedback programs (VOC, NPS) and knowledge of corporate banking products and processes are advantageous.
Disclaimer: Mashreq will never ask for your bank related information via phone call, SMS or email. We will also never contact you from a mobile number to resolve your query.
Welcome to the LinkedIn page of Mashreq. More than half a century old, we proudly think like a challenger, startup, and innovator in banking and finance, powered by a diverse and dynamic team who put customers first. Together, we pioneer key innovations and developments in banking and financial services. Our mandate? To help customers find their way to Rise Every Day, partnering with them through the highs and lows to help them reach their goals and unlock their unique vision of success. Join Mashreq and find your way to Rise Every Day.
