Bilingual Director, Operational Controls and Resilience, Global Insurance; English and Spanish

Title:

Bilingual Director, Operational Controls and Resilience, Global Insurance (English and Spanish)

Requisition

Join a purpose driven winning team, committed to results, in an inclusive and high-performing culture.

The Director, Operational Controls and Resilience will be responsible for 1A risk oversight and play a pivotal role in strengthening the operational and non-financial risk management capabilities across the Global Insurance business. This role leads strategic initiatives, drives transformation, and ensures regulatory compliance while fostering a culture of proactive risk identification and mitigation. The successful candidate will be a seasoned leader with deep expertise in operational risk, governance, and cross-functional collaboration.

• Lead the development and implementation of risk frameworks, operating models, and horizontal controls across Global Insurance.
• Oversee mitigation and management of operational, compliance, conduct, and other non-financial risks.
• Champion adherence to global risk frameworks, including AML/ATF, conduct risk, and regulatory compliance across diverse jurisdictions.
• Deliver a consolidated view of control and risk program effectiveness via the Country Risk Dashboard.
• Manage country-level issues and follow up on Audit Action Plans and regulatory commitments.
• Provide strategic oversight across Creditor and Non-Creditor Insurance, Procurement, and Third-Party Risk Management (TPRM).
• Ensure integrity and oversight of specialized programs such as the Collateral Protection Program across international markets, including monitoring KPIs/KRIs and operational controls.
• Maintain expert analytical capabilities to synthesize data and develop actionable risk insights and recommendations.

• Drive operational risk efficiency by improving processes and team performance.
• Identify and implement enhancements in day-to-day operations (D2D).
• Explore and lead automation opportunities to streamline workflows.
• Spearhead process re-engineering and standardization across countries and business lines.
• Design and integrate client-focused operational solutions across international markets, enhancing distribution channels and delivery capabilities.
• Continuously review and analyze operations and sales performance to identify gaps and drive improvements.

• Oversee operational support activities and controls to proactively identify and resolve systemic issues, particularly in insurance-related processes.
• Collaborate with local and head office teams to ensure timely resolution of escalated issues and alignment with strategic goals.
• Manage self-identified issues, Operational Risk Events, and systemic challenges.
• Lead escalation protocols for TPRM reporting and insurance cancellation cases (30/90-day thresholds).
• Secure resolution of roadblocks through in-country Insurance Leadership.

• Build and lead a team of internal and external experts to deliver key risk transformation components.
• Influence without formal authority across cross-functional teams and geographies.
• Manage relationships across 13 countries, including local operations, Business Risk Management, AML, audit, compliance, legal, and insurance partners.
• Drive a results-focused and inclusive culture, emphasizing innovation, critical thinking, and high performance.

• Maintain deep understanding of global insurance trends, including legal, compliance, operational, and regulatory developments.
• Ensure operational activities meet obligations under multiple risk frameworks, including the Operational Risk Management Framework and AML/ATF Global Handbook.
• Monitor regulatory developments and ensure alignment with compliance requirements.
• Support drafting and vetting of policies and procedures.
• Lead the development of Global Insurance Sales Practices standards, training, and monitoring tools.

• Design and maintain Key Risk Indicators (KRIs) and Key Performance Indicators (KPIs) to track…