Head Of Controls - MG And Distribution INJAZ - RBG-BRANCH CONTROL And SERVICE UNIT - ADH Retail Banking Group

- Lead and oversee the control framework across Distribution channels, including branches, ITMs, and specialized units, ensuring robust operational discipline and risk mitigation.
- Ensure 100% audit coverage across all relevant units, with no overdue observations, and maintain consistently strong audit ratings.
- Drive simplification, automation, and digitization of branch-level processes to enhance operational efficiency, reduce manual errors, and strengthen control effectiveness.
- Act as the RBG SPOC for Core Banking Transformation, coordinating all related UATs, implementation activities, and readiness assessments across impacted units.
- Monitor and manage RCSA, KRI, and risk register submissions across MG and Distribution, ensuring timely and accurate reporting.
- Ensure full compliance with Consumer Protection Regulations (CPR), including the rollout of awareness and training programs across the branch network.
- Oversee daily branch operations with a focus on control checkpoints, reconciliation accuracy, and timely documentation regularization.
- Strengthen control oversight for Mashreq Gold (MG) services in branches, ensuring adherence to defined service protocols, customer handling standards, and exception management procedures.
- Support the implementation and monitoring of controls related to MG customer servicing.
- Lead staff training, development, and engagement initiatives to maintain high operational readiness and a strong control culture across the Distribution network.
Manage business continuity planning, headcount optimization, and alignment of operational resources to support uninterrupted service delivery and control coverage.
Operating Environment, Framework and Boundaries, Working Relationships
- Operates within the regulatory framework of the Central Bank of the UAE and Mashreq’s internal policies, SOPs, and governance standards.
- Works closely with: - Distribution, MG leadership and branch network
- Core Banking Transformation Office
- Compliance, Risk, Audit, HR, and Technology teams
- Segment heads for Mashreq Gold, Emirati Segment, and Sales & Service Units
- External vendors (e.g., Transguard) and courier service provider

Maintains cross-functional collaboration to ensure alignment with strategic objectives.
Problem Solving
- Proactively identifies operational risks and implements preventive controls.
- Makes data-driven decisions to optimize resource allocation, headcount planning, and process improvements.
- Resolves complex operational issues in coordination with cross-functional teams.
- Leads root cause analysis for audit findings, operational losses, and customer complaints, ensuring sustainable corrective actions.
Balances regulatory compliance with customer experience and operational feasibility.
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