Job Description

• Job Purpose
• To strengthen the governance, risk management, and internal control framework across the Business Banking sales function.
• To ensure proactive identification, mitigation, and reporting of operational, conduct, and regulatory risks within the sales unit.
• To drive high standards of compliance, customer experience, and sales quality through effective monitoring, analytics, and control mechanisms.
• To support business growth by embedding a strong control culture without impacting sales productivity.

Key Result Areas

• Governance, Risk & Compliance

• Monitor adherence to internal policies, SOPs, SLAs, and regulatory requirements across sales channels.

• Identify, escalate, and track control gaps, operational risks, and compliance breaches.

• Support internal and external audits, ensuring timely closure of audit findings.

• Strengthen control frameworks aligned with regulatory expectations (CBUAE and internal compliance).

• Manage end-to-end customer complaints through CRM in coordination with Customer Care Unit.

• Investigate complaints related to mis-selling, service gaps, and fraud indicators.

• Conduct root cause analysis (RCSA) and drive corrective/preventive actions.

• Monitor lead management, onboarding quality, and documentation standards.

• Ensure adherence to KYC, AML, and onboarding standards.

• D. Reporting & Analytics

• Prepare and publish governance dashboards (MER, KPIs, risk indicators).

• E. Fraud Risk & Control

• Identify suspicious patterns and escalate potential fraud cases to Fraud & Investigation teams.

• Ensure strong preventive controls to minimize fraud exposure.

• F. Process Improvement & Optimization

• Regularly review and update SOPs, SLAs, and operating manuals.

• Partner with business, operations, and product teams to streamline processes.

• Promote digital adoption and process automation across sales and onboarding.

• G. Field Controls & Sales Governance

• Conduct periodic field visits and audits of sales units to ensure compliance (documentation, clean desk, record management).

• Monitor ONR (Open Non-Resolved issues) and ensure timely closure.

• Ensure proper handling of customer documents and adherence to data privacy standards.

• Track completion of mandatory trainings (compliance, AML, conduct).

• Conduct awareness sessions on governance, risk, and compliance topics.

• Drive a culture of accountability and ethical selling practices.

Operating Environment, Framework and Boundaries, Working Relationships

Monitor and manage user access controls and segregation of duties within systems.

Problem Solving

• R Resolve complex customer complaints and operational issues with minimal escalation.

• Identify systemic issues and implement sustainable fixes rather than temporary solutions.

• Balance business objectives with risk and compliance requirements

Knowledge, Skills and Experience

• Recommend and implement process improvements and control enhancements.

• Escalate high-risk issues, fraud cases, and compliance breaches.

• Influence SLA definitions, governance frameworks, and reporting structures.

• Participate in projects related to sales transformation, onboarding, and controls.