SVP, Head - Operational Risk -Retail Banking & Operations

Mashreq · Tamil Nadu, India

Job Purpose

The Head of Operational Risk - Retail Banking & Operations is responsible for leading the Operation & Retail Banking operational risk agenda, ensuring the effective design, implementation, and oversight of the Operational Risk & Resilience framework across Operations and all Retail Banking products, channels, and customer journeys. The role ensures alignment with regulatory requirements, Group risk standards, and best practices, while supporting safe growth, customer protection, and operational resilience within the functions supported

Key Result Areas

• Implement and maintain the Operational Risk framework, policies, standards, and methodologies, across Retail Banking & Operations
• Develop and promote a forward-looking risk culture that fosters operational excellence and resilience across all business lines.
• Drive risk awareness and training programs to strengthen the risk culture organization-wide
• Engage in updating policies, procedures, and controls to ensure alignment with regulatory and internal standards
• Ensure effective identification, assessment, monitoring, and mitigation of operational risks arising from Operations and Retail Banking processes, products, channels, and customer interactions
• Drive convergence across operational risk, business continuity, technology risk, and third-party risk within Retail Banking & Operations
• Act as a trusted risk partner to Retail Banking & Operations leadership, providing credible challenge and enabling informed, risk-based decision-making
• Ensure quality assurance and governance consistency across all divisions within RBG & Ops
• Provide leadership on operational resilience, including preparedness for disruptions affecting branches, digital platforms, payments, and customer servicing
• Ensure ( Retail Banking & Operations) compliance with all applicable local and international regulatory requirements related to Operational Risk, Business Continuity, and Third Party Risk Management
• Lead Operations & Retail Banking operational risk discussions at senior management forums and relevant risk committees
• Assess, challenge, and report on the Retail Banking operational risk profile, including risk appetite adherence and material risk themes
• Drive agendas and discussions related to the portfolio of risk under the role at the senior most risk management committees of the Bank (i.e. Operational Risk Committee, Enterprise Risk Committee & Board Risk Committee);
• Engage with stakeholders at Senior Management levels and Risk & Compliance functions providing support for risk-based decision making and assurance that controls are functioning well within the RBG first line of defense;
• Provide thought leadership to the Bank on best practices for Operational Risk excellence; and
• Attract, retain and manage a team of Operational Risk, professionals with the right skill set to execute the Group's Operational Risk management mandate.
• Ensure proper implementation of TPRM & New Product Process Approval in respective functions
• Drive the integration of technology and data analytics to streamline operational risk processes and enhance decision-making capabilities.
• Spearhead initiatives that improve client experiences through operational excellence and risk management innovation.
• Support the Head of Operational Risk in discharging their Operational Risk management obligations including preparation of meeting materials for relevant Committees, driving action raising awareness, embedding key controls and initiatives, etc.

People Leadership and Talent Development:

• Foster a high-performing team by mentoring and developing talent within the Operational Risk and Enterprise Resilience Governance function.
• Promote a strong risk culture across the bank through training, awareness campaigns, and active engagement.

Other Key Result Areas:

• Lead risk and control self-assessments (RCSAs) across departments.
• Facilitate scenario analysis and stress testing exercises related to operational risk.
• Oversee and analyze operational loss data and risk event reporting.
• Develop and maintain Key Risk Indicators (KRIs) and dashboards to monitor emerging risks.
• Provide timely, accurate, and actionable risk reporting to senior management and governance bodies
• Lead the investigation and root cause analysis of significant operational risk events (e.g., fraud, systems failures).
• Track the resolution and closure of operational risk incidents and audit findings.
• Work with internal stakeholders to implement preventive and corrective controls

Operating Environment, Framework & Boundaries and Working Relationship

• Cultivate robust partnerships with regulators, industry groups, and internal leadership to influence policy development and risk management best practices.
• Manage team across geographies and across various operating model
• Act as a trusted advisor to business units on operational risk matters
• Maintain regular interaction and working relationship with:
• Leadership Forum; Heads of Segments, Divisions, Countries and Subsidiaries
• Heads of Second Line functions including Fraud Prevention & Intelligence, Compliance & Information Security; and Senior Management of outsourced service providers of the Bank.

Problem Solving

• Ability to influence and challenge Business Units for effective Operational Risk management.
• Drive cross-functional solutions for complex, high-impact operational risk scenarios, ensuring organizational alignment and proactive resolution.
• Championing innovative approaches to mitigate risks while enhancing operational efficiency

Decision Making Authority & Responsibility

• Authority to escalate breaches to Operational Risk Management policy and framework to relevant stakeholders/Governance forums.
• Ownership of Retail Banking operational risk reporting
• Responsible for regulatory reporting and disclosures on Operational Risk.

Knowledge, Skills and Experience

• Minimum 15+ years of senior leadership experience in operational risk, resilience, or a related domain within global financial services.
• Proven ability to influence and implement strategic changes that enhance enterprise risk frameworks and operational resilience.
• Strong executive presence with the capability to navigate complex regulatory landscapes and foster key relationships.
• Strong understanding of Basel II/III/IV, local regulatory frameworks, and banking operations
• Proven ability to influence across all levels of the organization
• Strong interpersonal and communication skills for engaging with regulators and internal stakeholders
• Ability to lead a team and work independently.