Job Summary
The Senior Manager Risk, Standards & Assurance plays a pivotal leadership role within the Executive and Performance Enablement client services function.
* This leader is accountable for establishing and maintaining a comprehensive framework for risk management, operational standards, and assurance across a diverse and complex operating environment.
* Key responsibilities include collaborating with executive leaders to embed governance, uplift capability, and drive operational excellence.
Main Responsibilities:
* Lead the development and implementation of risk, standards, and assurance frameworks that drive consistency, compliance, and operational excellence.
* Design and implement robust policies, procedures, and assurance programs that mitigate risk and assure quality across multiple locations and operational teams.
About This Role:
This position serves the Customer Care & Recovery business units including Customer Journey Operations, Global Contact Centres, Customer Advocacy, and the Disruptions team.
Responsibilities will also include ensuring that all activities meet regulatory obligations, internal risk standards, and industry best practice.
Requirements:
1. Demonstrated expertise in risk management, operational standards, and assurance.
2. Able to lead cross-functional teams and collaborate with executive leaders to drive operational excellence.