Head/Lead, Business Risk Management

About Mox

Mox is built by and for the ones who aspire to live life to the fullest – we call them Generation Mox! The name Mox reflects the endless opportunities we can create, - Mobile eXperience; Money eXperience; Money X (multiplier), eXponential growth, eXploration… it’s all up for us to define together.

Why Mox

Mox helps you grow – your money, your world, your possibilities. We equip you with the financial management tools, information and insights you need to make your dreams, big or small, come true.

Everything at Mox – from our products, features, to rewards – is designed based on customer research, tailor made for your needs. We care about what customers care about, especially in data security and privacy. Data ethics is core to everyone here at Mox.

Mox rewards you with an array of banking and lifestyle benefits. Who says banking can’t be fun?

Who are we looking for?

We are now looking for an experienced individual to join our Risk and Complaint Handling Team. You will oversee the 1st line of defence of the Business Risk Management, and lead a small but effective team to manage the customer feedbacks received from various channels.



  • Support the business/functions in conducting the risk and control self-assessment on their processes and closely working with Risk Framework Owners and Subject Matter Expertise.
  • Be the ‘go-to’ person 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, steer and work with the process owners to identify the gaps and remediate the issues, 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.
  • Coordinate the risk assessment and reviews on any 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.
  • Lead the complaint handling team which oversees the written/ verbal complaints, and ensure timely investigation and resolution according to pre-defined standards.
  • Work closely with the Business stakeholders to conduct the investigation and handle complaints of various nature; Identify areas for improvement and provide recommendation to the senior manager.


  • At least 5 years of experience in the retail banking risk management, 1st or 2nd line of defence.
  • Relevant experiences in complaint handling for any retail banks would be a plus.
  • Hands-on, positive mindset and can-do spirit, doesn’t mind going extra steps.
  • Good command of spoken and written Cantonese, English and Mandarin.
  • English and Chinese word processing.