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Risk & Control Analyst
4 weeks ago
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
- 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**:
- Timely submission of Group Related Risks controls tests and KPIs.
- Reversals & Replacement MIs are tracked and are up to date.
- All Customer Excellence Group processes are in place and up to date.
- All Customer Excellence Group controls are in place, effective and aligned with Operational Risk Management.
- 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.
Job ID 300002262465637
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