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Risk and compliance director responsible for all internal and operational risk/compliance issues impacting a global consulting firm and their business services. This role is focused on delivering an excellent customer experience at a time when customers' expectations and preferences are evolving rapidly and technology is making it easier to switch to competitor brands and suppliers.
The customer services operation is responsible for all contact with customers through various channels. The business is implementing a transformation programme which is a fundamental shift in making the business easy to do business with through frictionless customer journeys across a range of channels. It will realise significant benefits in:
Minimising customer effort, and maximising customer ease and satisfaction
Reducing transaction costs and increasing operational efficiency
The candidate will support the Client Executive as owner of the Risk Register, and the individual risk owners in the ongoing assessment of strategic and operational risks to existing service and new business opportunities.
Heading the Risk and Assurance Directorate in delivering its responsibility within the "three lines of defence model" relating to:
Financial Crime, including fraud and AML
Regulatory and legal compliance
Operational risk management
Policy maintenance and communication
Business continuity and disaster recovery (second line only); and
Audit and oversight, including third party audit engagement
Oversight and Maintenance of the SM & CR regime jointly with the HR Practice Lead, including annual assessment
Oversight and Maintenance of the SMF responsibilities matric jointly with the HR Practice Lead, recruitment and appointment into roles
Achieving the desired level of service requires the candidate to create an effective interface with the client, to fully manage all operational aspects of the relationship and to position the business for further work from the client
Demonstrable Situational leadership to cover performance management, strategy planning, operational issue management and team or individual relations
Blend of strategic, operational and business management skills
Strong communication skills at all levels
Excellent and proven leadership/motivational skills and experience in managing staff when on assignment and in a line management capacity
Excellent general management and business process skills and abilities
Ability to remain calm under pressure and in crisis
Good delegation skills
Presence and credibility in front of customers and internal senior managers, with the gravitas to work effectively at all levels