Are you looking for a new career opportunity where you can use your knowledge and expertise in Assurance, Controls or Contact Centre to lead a Service Operations Assurance team?

As a Vice President of Performance Assurance within the Service Operations team, you will be responsible for fostering a proactive culture of risk mitigation, control, and performance enhancement across the department. Your role will involve building, managing, and motivating a team dedicated to minimizing financial loss, regulatory exposure, and reputational risk. As a part of the Operational Excellence Function for Service Operations, your focus will be on our Daily Banking and Banking Operations contact centre teams. Your role will be crucial in ensuring that as we expand as a bank and broaden our product range, we effectively mitigate risk.

 

Job Responsibilities:

Building and leading a high performing business assurance function, proactively identifying emerging operational risks, conducting sampling to ensure change is absorbed by contact centre teams and lead the resolution of any gaps you uncoverOverlay your technology, process management and operational risk skills to develop and influence changes to the control environment maximising automation and minimising riskIdentify control gaps, weaknesses, and resolutions in order to reduce financial loss, regulatory exposure, and reputational riskProvide ongoing feedback and training as well as support the growth of employees' knowledge of risk concepts and their application to risk and control evaluationEngage & support Operational Leaderships Teams, driving governance, developing operating pattern & evolving team structure to drive ownership and optimise talentAct as a facilitator and support the Operational Leadership Teams during audits and tests, staying up to date with progress and using the outputs to support your pipeline of activity

Required qualifications, capabilities and skills:

Relevant and demonstrable financial service experience in controls, audit, quality assurance, risk management, or complianceProficient knowledge of control and risk management concepts with the ability to design, create and evaluate the operational risk and control environment in conjunction with business partnersExperience of change management in banking product, or contact centre operationsProficient in Microsoft Office Suite (Word, Excel, PowerPoint, Visio) Knowledge of banking regulatory environmentExtensive stakeholder management working with global teams Ability to analyse data-driven situations to formulate appropriate conclusionsExperience in leading and managing teams

 

Preferred qualifications, capabilities and skills:

Experience of project management tools such as JIRA Understanding, and implementation of, automation and AI to deliver control automation reduction of risk would be an advantageExperience of Contact Centre Operations