Description:
We have an exciting opportunity for Manager, Business Controls & Monitoring (BC&M) Customer Engagement, Consumer & Small Business (Customer Care) in 1st LoD. This role exists to support the execution of Incident Management, Operational Risk and Compliance management policy requirements within Customer Care to ensure the business operates within its agreed risk appetite. The main focus areas relate to incident, issue and action management, providing risk advice on ad hoc and project driven change initiatives and supporting the Customer Care call centres nationally
The role also requires strong working relationships with key business partners within 2nd Line Compliance, Operational Risk Advisory, Controls Assurance and Group Audit. This focus also extends across project teams, mainly within Consumer and Business Bank Product areas.
The role exists to promote a strong risk and compliance culture with a commercial lens to support the achievement of business objectives in an ethical manner.
Some of the key responsibilities for this role will include:
- The role is that of a trusted advisor with a strong understanding of Customer Care and its related processes who is able to bring the Group’s risk and compliance requirements to life. You should have an experience in 1st/2nd line risk and compliance roles within the financial services industry.
- Assist in the completion of risk and compliance processes as required by the Group’s frameworks and policies e.g. Incident Management, Issue and Action planning and tracking, limited Control Assessment and Reporting.
- Act as key contact point for Stream and Team Managers within portfolio nationally; provide ad hoc support and guidance as required.
- Monitor effectiveness of self-assessment practices, highlight gaps or weaknesses in Controls and/or process and identify risks outside of appetite and escalate as required.
- Provide advice and support to Customer Care in how to apply Controls and complete self-assessment activities; utilising various coaching and training methods to identify Control related issues and aid in the development of solutions and remediation plans.
- As part of ad hoc engagements, help the business identify, monitor, measure and manage its risks and controls and provide pragmatic, outcome-focussed control solutions to optimise risk/reward balance.
- Review and approval of internal and external projects and change from a Customer Care risk perspective, business processes including the identification and scoping of new controls when required and input into required project working groups and artefacts.
- Review and approval of Banker support materials (training, communications, SupportPoint content) to support change and optimisation initiatives.
- Initiate risk and compliance related changes to as-is business processes.
- Support ad-hoc process changes and procedural support material enhancements.
- Participate in Risk and Compliance Community of Practice, sharing challenges, insights and learnings.