Key Responsibilities
The Manager, Risk & Compliance – Incidents and Complaints oversees operational risk incidents and client complaints within the first line of defence.
* Manage end-to-end operational risk incidents ensuring they are logged, investigated, and resolved in compliance with regulatory standards.
* Lead the complaints management process acting as the main point of contact for complex client complaints.
* Develop corrective action plans based on root cause analysis and ensure timely escalation of high-impact incidents to senior management.
* Maintain and update the Line 1 risk control framework for incidents and complaints management ensuring compliance with risk policies, regulatory guidelines, and industry best practices.
* Proactively identify emerging risks and conduct regular risk assessments and control testing to ensure operational integrity.
* Prepare detailed reports and management dashboards highlighting key incident and complaint trends.