VP and Customer Experience and Conduct Audit

Mashreqbank PSC; United Arab Emirates; On-site; AED 200,000 - 300,000; Full time

Job summary

A leading financial institution in the UAE is seeking a Vice President of Customer Experience and Conduct Audit to manage comprehensive audits, enhance customer experiences, and ensure compliance across various domains. This role requires strong risk management skills and the ability to collaborate with internal stakeholders. Successful candidates will have experience in audits with an emphasis on customer service excellence, bringing added value through strategic insights and robust reporting. Competitive remuneration and growth opportunities are offered.

Qualifications

• Proven experience in auditing with a focus on customer experience and conduct.
• Strong analytical and problem-solving skills.
• Ability to influence and engage with senior management.

Responsibilities

• Lead and oversee audit engagements focusing on risk domains.
• Collaborate with cross-functional teams to enhance customer experience.
• Ensure compliance with regulatory requirements in audits.

Skills

Risk management expertise

Customer experience improvement

Cross-functional collaboration

Education

Relevant degree or certification

Job description

Job Title

Vice President Customer Experience and Conduct Audit

Department

Internal Audit Group

Direct Supervisor

Group Chief of Internal Audit

Job Purpose

Responsible for identifying and providing resolutions to risks, including measurement and quantification of risks, recommending methodology and process changes in line with best practices aimed at enhancing effectiveness and efficiency, with specific focus on the following domains:

• Customer Experience and Conduct
• Marketing and Corporate Communication
• Maintain an enterprise-wide awareness of the risk culture across Mashreq, particularly in the domains designated to the holder.
• Able to assess business risks and controls in the digital domain and add value with practical, business-focused solutions to improve risk management practices.
• Lead, plan, execute and participate in comprehensive and complex audit engagements, ensuring all audits are carried out as per laid down priorities and standards for identifying composite risks end to end and providing reasonable assurance.
• Provide enhanced focus on Customer Experience and other designated domains through dedicated audit engagements and thematic, end-to-end and integrated engagements.
• Promote a culture of collaboration by actively engaging with cross-functional IAG teams and offering support throughout the planning and execution of Internal Audit engagements to ensure optimal risk coverage is achieved.
• Provide value adding advice and guidance to business by providing professional opinion in product development and process re-engineering in a seamless manner as processes run through various areas.
• Issue audit reports with prioritized risks with accuracy, precision and completeness to senior management.
• Support IAG’s senior leadership team in the implementation of IAG’s strategic priorities and in independent capacity for the set of risk domains assigned of the growing Audit Universe of Mashreq.
• Support IAG’s leadership team in formulating strategic, agile and practical approaches to provide assurance and advice on emerging risks across Mashreq’s global operations.

Dimensions

Operating Budget: N/A

Number of Staff: Approx. 2 staff spread across UAE and MGN locations.

Financial Operating Domain: N/A

Other

• Direct and oversee specialist auditors spread across various global locations.
• Lead and review the annual risk assessment (GRAM) planning exercise for the relevant auditable entities in the Audit Universe.
• Oversee and direct the fulfillment of the Annual Audit Plan ensuring adherence with all applicable IIA Standards and IAG Quality standards.
• Manage and participate in comprehensive and complex Internal Audit engagements, including thematic, integrated and end-to-end engagements.
• Ensure timely follow-up and closure of all audit action plan items with underlying risks being addressed effectively. Review and monitor BSC reports and ensure these are within the Divisional targets.
• Independently engage with Group and Division Heads, Managers and specialists across the Bank. Also call and preside over joint meetings inter-department and intra-department for risks running across the bank for matters of composite risks and bridging gaps.
• Monitor regulatory requirements pertaining to Internal Audit and ensure execution/delivery within stipulated timelines.
• Participate in relevant governance committees and forums and provide an independent and objective assessment of the Bank's governance, risk management, and internal control processes.

Key Result Areas

• Lead and provide end-to-end audit oversight over the business risk domains of Mashreq UAE related to Customer Experience & Conduct and Marketing & Corporate Communication.
• Support the planning, development and implementation of the risk-based Internal Audit Plan and the development of strategies to achieve optimal coverage and effective assurance of the Audit Universe.
• Lead, plan, execute and participate in comprehensive and technical Internal Audit engagements, ensuring effective coverage and analysis of the risk implications and adequate risk mitigating action plans are committed by management.
• Participate and collaborate with IAG leadership team members in cross-functional Internal Audit engagements by offering relevant guidance throughout the planning and execution.
• Ensure timely follow-up and closure of all audit action plan items with underlying risks being addressed effectively.
• Interface, proactively communicate and directly engage with the Bank’s senior leadership as a primary point of contact for the designated risk domains (Customer Experience & Conduct and Marketing & Corporate Communication) to influence the implementation of the Internal Audit strategic priorities and secure buy in for closing control gaps.
• Provide value adding consultancy support and guidance to business by providing professional opinion in product development and process re-engineering in a seamless manner for bank-wide and cross-functional processes.
• Effectively call meetings and oversee plans and results for intricate and complex risk matters and processes that run across and relate to various areas.
• Represent Internal Audit in relevant management forums and provide advice and direction on matters related to Governance and Controls.
• Ensure that all regulatory requirements / expectations pertaining to Internal Audit are met in an effective and timely manner.
• Ensure adherence to the approved Internal Audit procedures, Internal Audit Standards and best industry practices.
• Ensure adherence with all Balanced Score Card (BSC) targets / thresholds applicable for the team.
• Lead and influence the audit staff to improve overall effectiveness and improvement of skills in a dynamic regulatory landscape and a constantly evolving control environment.

Operating Environment, Framework and Boundaries, Working Relationships

Operate in a highly challenging and continually evolving environment, characterized by composite risks (existing and emerging), decentralized controls, changes and turnover, with increasing appetite for risks as banks’ strategic direction within its defined risk / reward framework.