:Role: Risk & Control AnalystLocation: SharjahRole 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: * 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.

ADIB