Consumer Assistance & Business Operational Risk Specialist

You are as unique as your background, experience and point of view. Here, you’ll be encouraged, empowered and challenged to be your best self. You'll work with dynamic colleagues - experts in their fields - who are eager to share their knowledge with you. Your leaders will inspire and help you reach your potential and soar to new heights. Every day, you'll have new and exciting opportunities to make life brighter for our Clients - who are at the heart of everything we do. Discover how you can make a difference in the lives of individuals, families and communities around the world.

Job Description:

Job description (heading) /  Description du poste (titre)

• The Consumer Assistance & Business Operational Risk Specialist will primarily be responsible to ensure proper tagging, record keeping, monitoring & reporting of customer complaints with the support of the Business Operational Risk Manager (BORM). The specialist is also tasked to assist in implementing effective risk management programs within Sun Life Investment Management (SLIMTC) covering Investments, Marketing & Sales, Operations & Finance. ​Ideally 2-3 Sentences

Preferred skills (heading) / Compétences particulières (titre)

• The role requires knowledge and experience on consumer assistance monitoring & MIS or Operational Risk management of financial institutions particularly on asset management, banking and trust operations.  

Qualifications (heading) / Compétences (titre)

• a 4-year university degree;
• Should have at least five (5) years meaningful experience in Customer Complaints Reporting or MIS/Operational Risk Management in banking or trust institutions.

Responsibilities (heading) / Responsabilités (titre)

• Serve as point of contact with Client Care and other channels to record, tag and assign customer complaints to responsible units
• Monitor aging, escalation and resolution of customer complaints, queries, concerns and requests in coordination with concerned units and management.
• Assist in the preparation of management reports in relation to customer complaints
• Assist in the conduct of periodic independent testing of key process controls (including but not limited to CCDB testing on privacy, market conduct, outsourcing, fraud, ABAC, AML and other key operational risk controls), investigating, conducting root cause analysis, and driving action plans in coordination with risk/process owners to prevent recurrence.
• Assist in the conduct of Incident/Issue Investigation, Reporting & Coordinating of action items, and lodging/maintenance of the Incident database.

Job Category:

Posting End Date: