Amna Abdulla Almarzooqi

The ultimate responsibility is for ensuring the Operational Risk Management Framework (ORMF) is embedded within AHB by leading the effective oversight of first line business management and second line support functions with the aim to identify, quantify and manage the operational risk profile of the business as well as to ensure divisions operate a robust secondary control infrastructure and discharge their mandated operational risk responsibilities.

· Conceptualizes, sets standards and provides expert inputs in the creation of the risk governance processes in order to ensure implementation of the operational risk management framework meeting local regulator, Basel and AHB's expectations and requirements.

· Directs and oversees the implementation of the Operational Risk actions plans to ensure that the established controls are operating effectively as intended in the established P&P, internal control framework.

· Monitors key indicators to ensure risks are within appetite and to identify emerging risk trends.

· Manages the provision relevant tools and required training to Business Risk Control Managers (BROM) and risk owners to increase awareness of the operational risk process and assist the business in managing their operational risks.

· Oversees all BROMs control monitoring activities and oversight reviews in order to assure that key controls in business line management and second line support functions are designed and operating effectively.

· Directs the review of policies and procedures, new initiatives and system changes to ensure that Operational Risk matters have been effectively assessed and mitigating controls are considered.

· Leads the monitoring of KRIs, heatmaps and AHB risk profile with the aim of holistic reporting and analysis of the operational risk environment, emerging risk factors, losses as well as near misses in a timely and accurate manner, as well as monitoring preventative thresholds and trends.

· Attends various seminars/forums or working groups arranged by regulators or AHB Group in order to be up-to-date with the developments in the industry and region and understand best practices.

· Manages incidents and investigations, assisting businesses with implementing the 'best in class' tools & processes to minimize operational losses, and ensures that internal control framework is strengthened to prevent repeat instances.

. Prepares reports highlighting the department's operation for submission to the senior management to indicate that operational risks are managed effectively in a cost effective manner consistent with the bank's risk appetite.

· Provide professional development support and perform periodic performance reviews for direct subordinates based on AHB’s performance management framework.

· Conducts Operational Risk training on a regular basis to ensure that employees stay abreast with the latest developments in Operational Risk Management practices.

Assist with the roll out of PBG enterprise risk assessment, conduct PBG assurance testing and training, and provide an effective oversight for the dissemination of Enterprise Policies & Procedures to PBG business. Additionally, to led, develop, and enhance PBG Alert management support. Responsible for recommending, managing (and governing) the correct detection scenario library based upon the Bank’s product and service mix, industry benchmarking

Overseeing the relationship with key control partners (e.g., Operational Risk Management (ORM), Compliance, Privacy, Audit, Anti-Money Laundering Risk Management and Information Security (TRM&IS).

To ensure business model is embedded and working efficiently.

Furthermore, Supports the development and execution of “best-practice” governance policies and procedures, including: Business Strategy;

To ensure full compliance to Policies & Procedures.

Implementing the Service Quality Management Strategy across the Retail function by introducing and maintaining service quality standards and measuring it against the performance. Implementing and communicating strategy to improve and build strong service culture across all branches and departments, and measuring the outcome by conducting and capturing periodically Voice of Customer and other performance dashboards.
Conducting Training and Awareness programs in Service Quality to ensure the procedures and policies are being implemented as per the guidelines.

Lead and manage the Service Delivery division, which include; Call center, ATM's, Mobile banking, Internet banking, and innovation

by ensuring the delivery of quality service to customers. To continuously improve operations and reach customer service efficiency

Representing NBAD retail (sales, branches& Elite). Major responsibility is identifying, researching, analyzing, developing and strategizing to increase NBAD retail market share, and provide exceptional relationship management to sustain the growth of bank retail business in term of increasing the bank market share with optimum income and revenue.