| | Conduct quality review of various Retail Operation’s Units – Credit Ops, Card Ops, CCAM Ops, Neo Ops wealth Ops and Insurance Ops with a view to ensure existing stipulated standards are being adhered in accordance to the SOP, PPG, APPM, OPMs. Lead the QA Governance function across Retail Operations by driving risk-based quality reviews, control validation, KRI monitoring, governance reporting and corrective action tracking to ensure process adherence, risk mitigation, audit readiness and continuous improvement across all supported business units Reporting review outcome with the units and Delivery managers for timely review and feedback. Recommend and ensure implementation of corrective action plans to continuously improve and enhance the standard processes. Perform and manage MI/Reports of the unit or as directed by the Manager
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| | 1. Risk-Based QA Governance & Assurance Lead the execution of a risk-based QA Governance Framework across Retail Operations units, ensuring coverage of operational, compliance, audit, fraud, and reputational risks. Facilitate risk identification, assessment, and validation activities through QA reviews, thematic assessments, and governance oversight. Maintain and periodically review risk registers, risk-control mappings, and control effectiveness assessments across supported business units.
2. Control Framework & Quality Validation Assess the design and operating effectiveness of preventive, detective, and corrective controls to ensure adequate risk mitigation. Conduct governance-based quality reviews to validate adherence to SOPs, PPGs, APPMs, OPMs, internal policies, and regulatory requirements. Drive enhancement of control frameworks through identification of control gaps, process weaknesses, and recurring exceptions.
3. KRI Monitoring, Escalation & Reporting Develop, monitor, and maintain Key Risk Indicators (KRIs) and quality metrics across Retail Operations units. Monitor KRI thresholds and initiate timely escalation of Amber and Red risk events in accordance with governance protocols. Prepare governance dashboards, management reports, risk heat maps, and trend analysis for senior management and governance forums.
4. Corrective Action & Continuous Improvement Recommend and track corrective and preventive action plans arising from QA reviews, audit observations, incidents, complaints, and regulatory findings. Conduct root cause analysis and thematic reviews to address recurring control failures and process deficiencies. Ensure sustainable closure of governance actions through periodic validation and effectiveness testing.
5. RCSA & Governance Oversight Review and challenge Risk & Control Self-Assessments (RCSA) across business units to ensure completeness, accuracy, and alignment with enterprise risk management standards. Validate risk ratings, residual risk assessments, and control ownership to ensure appropriate governance and accountability. Support periodic governance reviews and risk refresh exercises across Retail Operations.
6. Audit, Regulatory & Compliance Governance Act as the central coordination point for audits, regulatory reviews, compliance assessments, and governance inspections. Ensure readiness and availability of governance documentation, risk registers, control inventories, action trackers, and supporting evidence. Monitor closure of audit and regulatory findings and validate implementation of sustainable remediation measures.
7. Governance Forums & Stakeholder Management Facilitate governance forums, calibration sessions, risk review meetings, and management discussions across Operations, Risk, Compliance, and Audit stakeholders. Promote a strong risk and control culture through transparent communication of governance insights, emerging risks, and quality trends. Ensure effective collaboration with business units to drive ownership and timely resolution of identified risks and control gaps.
8. MIS, Analytics & Governance Reporting Oversee the development and publication of governance MIS, KRI packs, risk dashboards, action trackers, and executive reports. Analyze defect trends, risk themes, control effectiveness, action closure rates, and governance performance indicators to support informed decision-making. Ensure accuracy, completeness, and timely submission of all governance and management reporting requirements.
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