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Head of Operational Risk, Controls and Quality

30+ days ago 2026/05/13
Other Business Support Services
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Job description

General Overview:
We are hiring a Head of Operational Risk, Controls & Quality for our client, a fast-growing insurance organization operating across multiple lines of business. This senior leadership role is responsible for strengthening first-line governance, operational resilience, quality assurance, and regulatory compliance across Health, Life, Motor, Marine, Aviation, and broader P&C portfolios.
The role plays a critical part in supporting business scale and multi-line expansion while ensuring strong operational discipline, customer experience, and regulatory alignment. The successful candidate will embed robust risk and control frameworks, lead quality and complaints oversight, and act as a key partner to senior leadership, regulators, and external stakeholders.
Key Responsibilities:
Operational Risk & Controls:
  • Lead enterprise-wide Non-Financial Risk Assessments (NFRAs) across all lines of business.
  • Monitor the design and effectiveness of operational and regulatory controls, ensuring timely remediation of gaps.
  • Oversee quarterly control testing cycles, maintaining audit readiness and regulatory documentation.
  • Ensure operational risk events are identified, reported, investigated, escalated, and closed within agreed SLAs.
  • Own first-line governance for operational risk in collaboration with Risk, Compliance, and Internal Audit.
  • Oversee the development, testing, and maintenance of Business Continuity Plans (BCP).
Quality Assurance & Continuous Improvement:
  • Lead the enterprise Quality Assurance (QA) framework across all operational teams.
  • Ensure consistency in quality standards, sampling methodologies, and review practices.
  • Drive root-cause analysis and corrective action plans arising from QA findings.
  • Lead transformation, automation, and process optimization initiatives aligned with operational KPIs.
Financial Crime & Regulatory Oversight (First Line):
  • Oversee centralized alert management covering KYC, Sanctions, PEPs, Transaction Monitoring, FATCA, and CRS.
  • Act as Operations SME for FATCA/CRS onboarding, classification, documentation, and reporting readiness.
  • Ensure PCI-DSS compliance across all payment touchpoints and successful annual certification.
  • Coordinate first-line implementation of regulatory changes in partnership with Compliance, Risk, and Legal.
  • Ensure operational adherence to AML/KYC, CBUAE conduct rules, health authority regulations, and sector-specific mandates across all LOBs.
Complaints Management:
  • Oversee the complaints management framework across customer, broker, and corporate segments.
  • Monitor complaints performance, turnaround times, and regulatory compliance.
  • Ensure complaints insights drive service improvements, control enhancements, and better customer outcomes.
  • Own governance standards that elevate customer experience across all lines of business.
Leadership & Stakeholder Management:
  • Recruit, lead, mentor, and develop the Operational Risk, Controls & Quality team.
  • Act as business lead for selection and enhancement of department IT systems.
  • Manage departmental budget and resource planning.
  • Support product and sales cycles from tender stage through onboarding.
  • Deputize senior operations leadership as required and contribute to enterprise-wide initiatives.
Key Requirements:
  • Bachelor’s degree in business administration, Risk Management, Compliance, or a related discipline.
  • 8–12 years of experience in operational risk, internal controls, quality assurance, or compliance within insurance or financial services.
  • Strong experience across multiple insurance lines of business (Health, Life, P&C preferred).
  • In-depth knowledge of UAE insurance regulations, control frameworks, and governance standards.
  • Prior exposure to regulatory audits, risk reviews, and operational readiness assessments.
  • Proven ability to build and embed effective first-line control environments.
  • Strong leadership, stakeholder management, and communication skills.
  • Excellent analytical ability with high attention to detail.
  • Demonstrated success leading cross-functional initiatives in fast-paced, scaling environments.
  • High integrity, accountability, and a customer-centric mindset.

This job post has been translated by AI and may contain minor differences or errors.
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