Job Summary

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:

Bachelors degree in business administration Risk Management Compliance or a related discipline.
812 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.

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 a...