Risk & Control Analyst

Role: Risk & Control Analyst

Location: Sharjah

Role Purpose:

• Primarily focusing on updating of Risk assessments and KRIs for Customer experience group.
• Maintaining records for all Risk assessments and monthly KRIs and providing reports to line manager.
• Working with units within the group to keep their SOPs up to date.

Key Accountabilities of the role:        

Responsibilities:

• Group SOPs are up to date and follow up with teams for completion.
• Group’s Operation Risk and KRIs are submitted on time
• Updating of duplicate complaints data for quality team review.
• Review and updating of Reversal/Replacement MIS, ensuring cases are checked where reversals or replacement is requested.
• Designing, implementing inter/intra departmental process / SLAs to enable high level of service to customers through enhanced staff performance with a well-balanced view on controls and efficiencies.
• Prepare and support line manager in preparation of analytical periodic reports.
• Constant review of processes, risks and controls. Recommend changes/ updates for effective group operational risk management.
• Be a focal point for any system change testing for the unit.

Results Required:

1. Timely submission of Group Related Risks controls tests and KPIs. 
2. Reversals & Replacement MIs are tracked and are up to date.
3. All Customer Excellence Group processes are in place and up to date.
4. All Customer Excellence Group controls are in place, effective and aligned with Operational Risk Management.
5. Submission of control reports for complaints unit    

Specialist Skills / Technical Knowledge Required for this role:

• Experience in Contact Center. Customer Service, or complaints environment.
• Understanding of Risk & Controls framework.
• Excellent inter-personal and communications skills with good language command.
• Excellent analytical and detailed root cause analysis skills.
• MS office knowledge includes statistical and analysis.
• High level of reporting, presentation and PC skills.

Previous experience required (if any):

• 5+ years of experience working in contact center, customer service, and problem-solving role.
• Knowledge in banking laws, policies, procedures and practices.
• Banking experience in operational risk management.
• Previous experience of MIS, reporting and analysis role is an advantage.
• Bachelor’s degree holder in Banking, Finance or related field.