Internal Control Officer- SME

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Mashreq is hiring an Internal Control Officer for SME to strengthen governance and risk management across the Business Banking sales function. You will monitor policy and regulatory adherence, identify gaps, support audits, and drive corrective actions while preserving sales productivity. The role covers KYC AML onboarding, customer complaints and fraud indicators, governance dashboards, and cross functional collaboration with Sales, Customer Care, Compliance, Fraud and Operations to streamline processes and promote digital adoption. To apply, show proven experience in control frameworks, regulatory compliance, RCSA, and cross functional delivery; quantify impact; illustrate balancing risk with growth; include audit closures and field governance examples; willingness for on-site UAE work.

• 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.

Operating Environment, Framework and Boundaries, Working Relationships

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.