Senior Officer - Service and Controls

The incumbent will review SOP documents to assess process controls and conduct independent, risk-based reviews of Customer Fulfilment departments. They will also ensure adherence to agreed risk mitigants through on-the-ground reviews.

What You’ll Do

• Perform in-depth review of Standard Operating Procedures (SOP) to confirm they are in line with actual practice.
• Undertake periodic reviews of operations units to identify high-risk areas across products and functions and to agree mitigants with key stakeholders, including identifying potential automation opportunities.
• Validate existing processes to ensure there are adequate controls in place through review of Operating Procedures and control testing.
• Escalate to Associate Vice President / Vice President / Executive Vice President or HOO if risks highlighted have not been mitigated by the unit as per the agreed dates.
• Review process changes undertaken by Customer Fulfilment unit to ensure KRIs are identified and that there are adequate controls in place to manage risks.
• Create mechanisms to track implementation of interim and final mitigants identified.
• Report progress on implementation of action plans relating to Audit or Compliance findings.
• Collaborate with key stakeholders within Customer Fulfilment to ensure Risk and Control Self-Assessments (RCSA’s) are being periodically reviewed and that control testing is being performed as required by Group Internal Controls (Group IC).
• Ensure the timely implementation of recommendations raised by Group Internal Audit (GIA) and Compliance.
• Preparation of meeting decks for presentation in risk review meetings.