Operational & Conduct Compliance Specialist

To provide independent oversight of the Bank’s operational and conduct compliance framework by ensuring robust monitoring of business processes, adherence to customer protection standards, and effective internal controls. The role is responsible for executing compliance reviews, monitoring service quality and complaints management, and delivering accurate compliance reporting and risk indicators. It also drives timely remediation of identified issues and supports the development of a strong compliance culture that ensures fair customer treatment, operational integrity, and alignment with internal and regulatory conduct expectations.

• Lead the Bank’s operational and conduct compliance monitoring framework, ensuring effective controls, fair customer outcomes, and adherence to regulatory expectations.
• Perform operational and Conduct compliance reviews and periodic health checks across all business and support functions.
• Monitor adherence to the Client Service Charter, turnaround times, and complaints handling standards.
• Conduct post-integration reviews of guarantees following BDF integration to ensure operational and regulatory compliance.
• Support staff training and awareness programs on internal policies and operational and conduct compliance.
• Identify, assess, and escalate conduct risk issues, including customer complaints, service failures, and potential misconduct.
• Develop and maintain compliance dashboards, key risk indicators (KRIs), and reporting tools for operational and conduct risk monitoring.
• Suspicious transaction monitoring and reporting 
• Develop and maintain compliance dashboards and key risk indicators for operational processes.

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