Head, Business Operational Risk Management (First line of defence)

Reporting to the COO, this position executes the policy and governance framework that supports the unique culture and risk appetite of Mox. The ultimate goal is to enable the effective running of all the process, strike the balance between its agile and unique digital-only culture, and the expectation of having a robust governance model.


Risk and Controls

  • Support the implementation of Bank’s Operational and Technology Risk Framework (“OTRF”), facilitate the business/function teams to understand and to comply with the OTRF, internal policies and external regulatory requirements.

  • Support the business/functions in conducting the risk and control self-assessment (“RCSA”) on their processes and closely working with Risk Framework Owners and Subject Matter Expertise.

  • Be the ‘go-to’ person for the business with regards to the escalation of all operational and other risk-related incidents/queries/events that arise in the Bank.

  • Oversees the effective execution of controls in the Business/Functions, including identification of gaps and remediation of issues, elevating residual risk where appropriate.

  • Support the business/function in minimizing operational risks and losses, and ensure material operational losses are investigated and mitigated to prevent re-occurrence.

  • Chair the regular risk forum meetings with the senior management.

  • Coordinate the internal / external audit, compliance and regulatory review and oversee the status and tracking the agreed action plans arising from internal/external review until closure.

  • Participate in the risk assessment and review on new products/services.

  • Manage and support the client resilience processes of the bank, including business continuity management and crisis management by formulation of policy and standard and related documentation and participating in drill tests.

Complaint Management

  • Lead the small yet robust complaint handling team. Oversee the resolution, customer communication, investigation and root-cause analysis, and follow up actions.

  • Drive the business owners to establish remediations and improve the overall service quality.

  • Monitor trends, timely escalation and highlight the risk factors to senior management.

  • At least 10 years of experience in the operational risk field, or related control discipline.

  • Solid experience in the execution of the Retail Banking Enterprise Risk Management Framework.

  • Proven understanding and experience in being the 1st line of defence.

  • Knowledgeable of the basis of the retail digital bank, and the related local regulations. Familiarity with the HKMA e-Banking guideline a must.

  • Flexible, hands-on, and ability to work with diverse culture.