Head of Risk

The Head of Risk, Corrective Action will play a crucial role in the design and oversight of customer remediation practices across TAL and be responsible for the maintenance of TAL’s Customer Remediation Framework.

You will facilitate discussions across business units within TAL for continuous and shared learnings, use your deep knowledge of operational risk, compliance and customer remediation to provide advice to Business Units executing remediation, support Executives in the approval of key decisions such as look back period, beneficial assumptions, remediation approach/methodology and provide insights and reporting to the Board and Executive Team.

Reporting to the General Manager, Risk, this is a senior role requiring deep subject matter expertise and people leadership. You will manage key internal and external relationships and must have the ability to engage and influence senior stakeholders.

In this role you will:

• Design and implement remediation guidance and reporting documentation.
• Deliver well considered and pragmatic customer remediation advice to business units.
• Continuously embed and maintain TAL’s Customer Remediation Framework including Policy, Standard and supporting documentation maintenance and ensure customer remediation forums are designed and operating effectively.
• Support the efficient and effective execution of customer remediation in line with Policy and Standard requirements.
• Ensure appropriate Line 2 risk oversight and challenge across TAL Customer Remediation Activity.
• Manage relationships with business stakeholders to understand business requirements, concerns and develop appropriate solutions, to deliver a better service to the business and enhance operational efficiency.
• Ensure appropriate reporting is generated and tabled as appropriate with a key focus on leveraging data to provide insights that drive action and influence decision making.
• Support the business in the development of customer remediation approaches to ensure fair and timely customer outcomes.
• Design and implement customer remediation training.
• Oversee the TAL customer remediation portfolio.

Requirements

To be successful in this role, you will need the following knowledge, skills and experience:

• Relevant academic qualifications
• Experience in financial services, with specific experience in customer remediation, operational risk oversight, incident management, governance and compliance.
• Proven experience in building and leading high performing teams comprising senior Risk professionals
• A thorough and broad understanding of the business, life insurance industry and products.
• Good working knowledge of professional standards and codes
• Ability to communicate and influence at senior management level
• Computer literacy and a good knowledge of relevant software
• Ability to assimilate complex risk analytics into understandable, written analyses
• Excellent written, verbal and presentation skills in order to influence and articulate technical issues associated to work area
• Ability to manage, lead, influence and negotiate with multiple stakeholders
• Strong internal and external customer service focus.

As part of the recruitment process, there are a number of checks which may be conducted to demonstrate your eligibility for a role at TAL including Criminal History, Bankruptcy, Entitlement to Work, Regulatory and Reference Checks.