Head, Risk Mgmt & Advisory Svcs & Transformation

Job Summary :

- The Head Services & Transformation, CFCR leads the end-to-end service delivery and the execution of the transformation agenda for CFCR and/or associated service capabilities, operating as a single team with Product/Process Owner, Technology, Data & AI, Coverage, and SME personas to deliver shared OKRs and KPIs.

- The role is accountable for global service performance, service quality, operational excellence, capacity and skills, and for driving the CFCR transformation priorities in alignment with product and process strategy.

- This is a global leadership role covering multiple businesses across the Bank and requires deep domain expertise in CFCR and/or associated services capabilities, strong operational leadership, and robust change delivery capabilities.

Key Responsibilities :

Strategy:

- Partner with the Global Product Head and Global Process Owner to translate product and process strategy into an integrated Run and Change execution model, including ownership of Service Design.

- Drive and support a unified one team operating rhythm & culture across Product/Process Owner, Services & Transformation, Technology, Data & AI, Coverage, and SME personas.

- Develop and maintain shared OKRs, KPIs, dashboards and performance transparency across Run and Change.

- Shape service and transformation strategy to support client centric, risk sensitive, and scalable product outcomes.

- Implement effective and efficiency Services and Transformation Operating Model, while ensuring right size, shape, structure, spans & layers and location strategy.

- Drive end to end process excellence by applying the three levers to drive efficiency, effectiveness, and experience outcomes.

- Drive Technology, Data and AI enabled service and transformation function.

- GRS Services operating model is implemented with clear role clarity, accountability, and location alignment.

Business:

- Build trusted and constructive partnerships with Product/Process teams, Coverage & Specialist teams, Business Risk, Technology, Data & AI, and country/cluster teams.

- Serve as execution and transformation counterpart to Product/Process leadership, ensuring prioritisation, trade off decisions, and escalations are managed effectively.

- Enable sustainable client, operational, and risk outcomes through consistent service quality and structured change delivery.

Processes:

- Establish and improve workflows, DOIs, SOPs, and KPI frameworks across service operations and transformation execution.

- Lead continuous improvement initiatives, applying lean principles, automation, data analytics, and insight led process optimisation.

- Ensure coherent process lifecycle management in partnership with Product/Process teams.

- Defining and embedding Services Design Framework, Standards, Governance framework & standards.

Transformation:

- Drive execution of CFCR transformation priorities and the product/process change portfolio.

- Embed dual track agile ways of working (continuous discovery and incremental delivery).

- Lead change adoption, readiness, training, communications, and benefits realisation.

- Ensure transformation delivery is fully aligned with product and process vision, backlog and OKRs.

- Partner with Technology, Data & AI, PMO, Engineering, and SME personas to implement solutions that are architecturally sound, data driven, and compliant with standards.

- Manage transformation risks, dependencies, sequencing, trade offs, and inter team coordination.

- Strengthen change delivery standards and ensure consistent adherence across all transformation initiatives.

People & Talent:

- Ensure sufficient capacity, skills, and capability across hubs to deliver Run and Change.

- Drive global resource alignment and develop a fungible operating model across services and transformation roles.

- Develop and own career pathways, hiring standards, onboarding, training, and retention strategies for Services & Transformation talent.

- Promote a culture of openness, learning, psychological safety, accountability, and high performance.

- Role model inclusive leadership and collaboration across countries and functions.

Risk Management:

- Maintain a robust risk and control posture across services and transformation.

- Operate a unified Issue & Event management framework including root cause analysis, look across reviews, and remediation planning.

- Validate CFCR applicability for Change Risk Assessments and ensure all controls impacted by change are redesigned and effective.

- Partner with Assurance and Internal Audit to close findings and continuously improve control testing and evidencing standards.

- Proactively identify horizon risks and implement mitigations through service improvements or transformation initiatives.

Governance:

- Run integrated Run and Change governance including Product Governance Group routines, working groups, and stand ups.

- Maintain transparent, data driven governance dashboards covering OKRs, KPIs, risks, escalations, and performance trends.

- Ensure timely escalations to appropriate forums (e.g., Risk, Product, Investment, Change).

- Champion governance discipline while reducing unnecessary bureaucracy.

Execution Support:

- Provide hands-on support across multiple streams pilots, POCs, adoption journeys, and scale-up pathways.

- Help track KPIs, outcomes, and value realisation metrics.

Regulatory & Business Conduct:

- Display exemplary conduct and live by the Groups Values and Code of Conduct.

- Take personal responsibility for embedding the highest standards of ethics, including regulatory and business conduct. This includes understanding and ensuring compliance with, in letter and spirit, all applicable laws, regulations, guidelines and the Group Code of Conduct.

- Effectively and collaboratively identify, escalate, mitigate and resolve risk, conduct and compliance matters.

Key stakeholders:

- RCFC MT / MT-1

- 3LOD Functions

- 2LoD Functions (CFCC & OTCR Coverage & Specialist teams)

- 1LoD Functions

- Business Risk teams (global and country)

- Business and Country leadership

- CFCC & OTCR Coverage and Specialist teams

- Group Technology

- Group Data office / AI

- Group and Country Risk Frameworks Owners

- Change & Transformation

Skills and Experience:

- FRM

- ACAMS

- ICA

- CRISC

Qualifications:

- Education: Graduate, MBA Finance (Preferred)

- Licenses: FRM (Preferred)

- Membership: Product, Process, Agile or Transformation Certifications

- Certifications: Relevant CFCR/COMPLIANCE/AML/CYBER/RISK Certifications (E.G., ACAMS, ICA, CISSP, CISM, CRISC).