VP, Head of Bancassurance Management Office, Consumer Banking Group

Role Overview:

The Head of Bancassurance Management Office leads the governance, controls, quality assurance, customer complaint management, and business systems agenda for the Bancassurance business. The role serves as a trusted partner to business leaders, control functions, technology teams, and insurance partners, ensuring that the business operates safely, efficiently, and in full compliance with regulatory and internal requirements while enabling sustainable growth and transformation.

Key Responsibilities:
Risk Management and Control Governance
•Lead the Management Office team in implementing effective operational risk and in-business control practices across Bancassurance.
•Oversee the identification, assessment, mitigation, monitoring, and escalation of operational, conduct, regulatory, data, third-party, and technology risks.
•Maintain and continuously strengthen the risk and control framework, including RCSA, control testing, issue management, incident management, and remediation tracking.
•Partner with Risk, Compliance, Legal, Audit, Operations, and other control functions to ensure timely implementation of regulatory and policy changes.
•Provide accurate and timely risk reporting, insights, and recommendations to senior management and relevant governance committees.

Sales Quality and Telemarketing Assurance
•Oversee sales quality assurance for telemarketing and other relevant distribution channels, including call monitoring, script review, sampling, and exception management.
•Ensure sales practices, customer communications, and supporting documentation comply with regulatory requirements, internal policies, and fair-dealing standards.
•Translate quality findings into actionable improvements, training priorities, and preventive controls in partnership with Product, Sales, and Operations teams.

Customer Complaint and Conduct Management
•Oversee the timely investigation and resolution of customer complaints, including appropriate escalation, remediation, and regulatory reporting.
•Lead root-cause analysis and identify systemic issues, recurring themes, and opportunities to improve customer journeys, sales practices, products, and processes.
•Maintain strong complaint governance, service standards, management information, and follow-through on corrective actions.

Business Systems Governance and Transformation
•Own and prioritise the Bancassurance systems enhancement roadmap in alignment with business strategy, customer needs, control requirements, and regional initiatives.
•Lead business requirements, process design, testing governance, implementation readiness, and post-launch review for major system enhancements and digital initiatives.
•Oversee cross-system integration, data quality, access controls, resilience, and service performance, working closely with Technology, Operations, regional teams, and external partners.
•Drive timely escalation and resolution of critical incidents and control gaps, with clear ownership, communication, and preventive action.
•Promote automation and process simplification to improve efficiency, accuracy, controls, and user experience.

Team Leadership
•Lead, coach, and develop a high-performing multidisciplinary team covering controls, quality assurance, complaint management, and business systems.
•Set clear priorities and accountability, build team capability, and foster a culture of customer focus, collaboration, continuous improvement, and disciplined execution.
•Ensure effective capacity planning, succession coverage, and knowledge management for critical activities.