Job Purpose

The Head of Operational Risk – Retail Banking & Operations is responsible for leading the Operation & Retail Banking operational risk agenda, ensuring the effective design, implementation, and oversight of the Operational Risk & Resilience framework across Operations and all Retail Banking products, channels, and customer journeys. The role ensures alignment with regulatory requirements, Group risk standards, and best practices, while supporting secure growth, customer protection, and operational resilience within the functions supported

Key Result Areas
Implement and maintain the Operational Risk framework, policies, standards, and methodologies, across Retail Banking & Operations
Develop and promote a forward-looking risk culture that fosters operational excellence and resilience across all business lines.
Drive risk awareness and training programs to strengthen the risk culture organization-wide
Engage in updating policies, procedures, and controls to ensure alignment with regulatory and internal standards
Ensure effective identification, assessment, monitoring,



and mitigation of operational risks arising from Operations and Retail Banking processes, products, channels, and customer interactions
Drive convergence across operational risk, business continuity, technology risk, and third-party risk within Retail Banking & Operations
Act as a trusted risk partner to Retail Banking & Operations leadership, providing credible challenge and enabling informed, risk-based decision-making
Ensure quality assurance and governance consistency across all divisions within RBG & Ops
Provide leadership on operational resilience, including preparedness for disruptions affecting branches, digital platforms, payments, and customer servicing
Ensure ( Retail Banking & Operations) compliance with all applicable local and international regulatory requirements related to Operational Risk, Business Continuity, and Third Party Risk Management
Lead Operations & Retail Banking op

📌 SVP, Head (India)
🏢 Mashreq
📍 India