Internal Control Officer- SME

• Job Purpose
• To strengthen the governance, risk management, and internal control framework across the Business Banking sales function. 
• To ensure proactive identification, mitigation, and reporting of operational, conduct, and regulatory risks within the sales unit. 
• To drive high standards of compliance, customer experience, and sales quality through effective monitoring, analytics, and control mechanisms. 
• To support business growth by embedding a strong control culture without impacting sales productivity.

Key Result Areas

• Governance, Risk & Compliance

  
  

• Monitor adherence to internal policies, SOPs, SLAs, and regulatory requirements across sales channels.

  
  

• Identify, escalate, and track control gaps, operational risks, and compliance breaches.

  
  

• Support internal and external audits, ensuring timely closure of audit findings.

  
  

• Strengthen control frameworks aligned with regulatory expectations (CBUAE and internal compliance).

  
  

• Manage end-to-end customer complaints through CRM in coordination with Customer Care Unit.

  
  

• Investigate complaints related to mis-selling, service gaps, and fraud indicators.

  
  

• Conduct root cause analysis (RCSA) and drive corrective/preventive actions.

  
  

• Monitor lead management, onboarding quality, and documentation standards.

  
  

• Ensure adherence to KYC, AML, and onboarding standards.

  
  

• D. Reporting & Analytics

  
  

• Prepare and publish governance dashboards (MER, KPIs, risk indicators).

  
  

• E. Fraud Risk & Control

  
  

• Identify suspicious patterns and escalate potential fraud cases to Fraud & Investigation teams.

  
  

• Ensure strong preventive controls to minimize fraud exposure.

  
  

• F. Process Improvement & Optimization

  
  

• Regularly review and update SOPs, SLAs, and operating manuals.

  
  

• Partner with business, operations, and product teams to streamline processes.

  
  

• Promote digital adoption and process automation across sales and onboarding.

  
  

• G. Field Controls & Sales Governance

  
  

• Conduct periodic field visits and audits of sales units to ensure compliance (documentation, clean desk, record management).

  
  

• Monitor ONR (Open Non-Resolved issues) and ensure timely closure.

  
  

• Ensure proper handling of customer documents and adherence to data privacy standards.

  
  

• Track completion of mandatory trainings (compliance, AML, conduct).

  
  

• Conduct awareness sessions on governance, risk, and compliance topics.

  
  

• Drive a culture of accountability and ethical selling practices.

  
  

• Manage the Business Continuity for the Unit.

Operating Environment, Framework and Boundaries, Working Relationships

•  Work closely with: 
• Sales Teams (BDOs, Team Leaders, Managers)
• Customer Care Unit
• Compliance & Risk
• Fraud & Investigation Unit
• Operations & Product Teams
• Ensure effective coordination between business and control functions. 

Monitor and manage user access controls and segregation of duties within systems.

Problem Solving

• RResolve complex customer complaints and operational issues with minimal escalation. 

  
  

• Identify systemic issues and implement sustainable fixes rather than temporary solutions. 

  
  
• Balance business objectives with risk and compliance requirements

Knowledge, Skills and Experience

• Recommend and implement process improvements and control enhancements. 

  
  

• Escalate high-risk issues, fraud cases, and compliance breaches. 

  
  

• Influence SLA definitions, governance frameworks, and reporting structures. 

  
  

• Participate in projects related to sales transformation, onboarding, and controls.