Commercial Operations Middle Office Unit Manager

Job Description

Commercial OPS Middle Office Unit Manager | Mashreq

The Tone:
This is a full-time role at Mashreq, located in Egypt. Mashreq is a leading financial institution, and this role is critical for managing and enhancing the operational efficiency of commercial transactions. The Commercial Operations Middle Office Unit Manager ensures that customer requests for trade finance, payments, and credit administration are handled accurately, timely, and in compliance with regulatory standards, directly impacting customer experience and business success.

The TL;DR
• Role: Full Time
• Type: Full-time
• Location: In-person – Egypt
• Team: Leading a centralized Commercial Operations Middle Office Unit
• Mission: To ensure efficient, accurate, and compliant handling of commercial transaction operations and customer requests, driving service quality and operational excellence.

What You’ll Actually Do
• Lead the centralized Commercial Operations Middle Office Unit, overseeing its daily functions and strategic development.
• Support assistant managers and officers in processing customer requests for trade finance, payments, and credit administration accurately and promptly.
• Drive service quality improvements by reviewing and monitoring Service Level Agreements (SLAs) with support units and the Customer Experience Unit.
• Develop and maintain efficient workflow systems to meet customer expectations, facilitate process improvements, and support digital transformation initiatives.
• Ensure Standard Operating Procedures (SOPs) are consistently followed, accurately implemented, and reviewed annually across all Commercial Operations Middle Office locations.

The Must-Haves
• Background: Managerial level with extensive knowledge in banking operations, risk management, trade finance, payments operations, and customer service.
• Experience: 7-10 or more years of banking experience, including a minimum of 5 years at a management level within a reputable bank.
• Skills: Strong understanding and ability to implement/modify policies and procedures; robust knowledge of Regulatory & Combating Financial Crime Requirements as a First Line of Defense; strong inter-personal and communication skills; proven leadership and people development capabilities.