VP and Customer Experience and Conduct Audit

Mashreq Bank; United Arab Emirates; On-site; AED 350,000 - 450,000; Full time

Job summary

A leading bank in the UAE is seeking a Vice President of Customer Experience and Conduct Audit. The role involves overseeing audits, identifying risks, and providing insights for process improvements. Candidates must hold a bachelor's degree in a relevant field, have up to 10 years of experience in internal audit within banking, and possess strong leadership and communication skills. This position plays a vital role in enhancing customer experience across the bank's services.

Benefits

Competitive salary

Health benefits

Career development opportunities

Qualifications

• Proven track record in internal audit or banking experience up to 10 years.
• Strong analytical and organizational skills required.
• Experience working with multiple locations/regulators.

Responsibilities

• Identify and address risks in Customer Experience and Conduct.
• Lead and execute complex audit engagements.
• Provide consultancy support for product development and process re-engineering.

Skills

Problem solving

Communication

Leadership

Customer Focus

Education

Bachelor's degree in relevant business domain

CIA or equivalent audit qualifications

Job description

Vice President Customer Experience and Conduct Audit

Department: Internal Audit Group

Direct Supervisor: Group Chief of Internal Audit

Job Number: N/A

Job Purpose

• Responsible for identifying and providing resolutions to risks, including technique of measuring and quantifying risks, recommending methodology and process changes in line with best practices aimed at enhancing the 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 (considering existing and emerging risks) across Mashreq, particularly in the domains designated to him/her.
• Able to assess business risks and controls in the digital domain and is expected to add value with practical, business-focused solutions to improve risk management practices.
• Lead, plan, execute and participate in comprehensive and complex audit engagements, and ensure that all audits, reviews and other assignments are carried out as per laid down priorities and standards for the matters of identifying composite risks end to end and provide reasonable assurance.
• Provide enhanced focus on Customer Experience and other designated domains through dedicated audit engagements and / or thematic, end-to-end and integrated engagements.
• Promote a culture of collaboration by actively engaging with the cross-functional IAG teams and offering support throughout the planning and execution of Internal Audit engagements to ensure that 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, in his/her 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.

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 meeting 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 assessments 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 that effective coverage and analysis of the risk implications is achieved and adequate risk mitigating action plans are committed by the 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.
• Excellent working relationship, its management and influencing skills in ever changing environment and growing audit universe with greater number of specialists in controlling positions is part of the position.
• Ability to command respect by demonstration of skills and presenting and offering practical and effective solutions is a key success factor.

Behavioral Competencies

• Decision Making - 3
• Leadership – 2
• Adaptability & Innovation – 3
• Influence & Negotiation – 3
• Customer Focus – 3

Problem Solving

• A high degree of problem solving and knowing how to recommend solutions is an absolute must in the new and emerging environment growing in all direction.
• Specialized knowledge, comprehension and understanding of products and composite risks, ability to project and assess risk end to end.
• The very nature of this position is to ensure bank wide adherence and compliance to bank’s control standards, procedures and processes; to be able to resolve control risk gaps for which many a time no ready solution is available within the area under review.
• Through his / her expertise he / she should also be able to support optimizing risks by eliminating redundant controls.

Decision Making Authority & Responsibility

• The incumbent has the authority and responsibility to independently run all functions, tasks and assignments within the area of control.
• Independently represents, deals and interacts with all Group / Division Heads and Managers and conveys decisions of Audit.
• Responsible to raise, risk-prioritize and ensure risks are addressed in a timely manner in his judgement.
• Determine areas of risk and appraise their significance in relation to operational factor of cost and quality.
• Accurately dimension / crystallize / assign ratings and communicate the impact of recommended actions.

Knowledge, Skills and Experience

• Bachelor's degree in a relevant business domain with additional audit qualifications e.g. CIA.
• Up to 10 years of internal audit / banking experience and demonstrated abilities in a banking environment in areas of increasing responsibility with exposure to multiple locations/regulators.
• High caliber person with proven track record.
• Specialized knowledge, expertise and thorough understanding of various risks and implications.
• Team leadership qualities (confident, clarity of thoughts, etc.) and excellent oral and written communication skills.
• Result and business oriented disciplined thinker, a self starter with strong analytical organization skills.

Job Holder

Date: N/A

Line Manager: N/A

Approved By

Date: N/A