Individually we are people, but together we are Aviva. These are our Values – Care, Commitment, Community, and Confidence.
We are looking for a Controls Specialist to join our team in Dublin. This individual will be responsible for reviewing controls in place for Customer Experience, ensuring they are working and that the teams are adhering to them. They will also monitor errors made by the teams and provide supportive challenge on the Root Cause analysis and corrective actions. They will act as a champion on behalf of Customer Experience for Outsourcing, Operational Resilience, and Data Governance.
The position is based on site in our Cherrywood office, with an opportunity to benefit from Aviva’s smart working arrangements which offers a mix of home and office working. This role would suit those with customer service skills living in Wicklow/Kildare/north Wexford area also. We have free parking for staff who commute by car or motorcycle, or there are public transport links close by (the LUAS Green Line and 84a bus stop is one minute away).
Please be advised that you must have fluent English and valid Irish, EU, or UK work rights to be considered for the position.
Duties and Responsibilities:
1. Oversight of Risk and controls within the Customer Experience department.
2. Develop a deep understanding of iCare and act as a subject matter expert for its use, including supporting team members.
3. Review, develop and embed good risk management practices across the business areas in line with the Risk Management Framework.
4. Support team members in preparing for RCSA workshops, ensuring compliance with relevant Business Standards.
5. Support the team with risk events and Issues (particularly RCA and Lessons Learned).
6. Assist the team when assessing controls and when Group 2LOD are testing controls.
7. Ensure business areas have sufficient knowledge of risk management requirements.
8. Act as the voice of Risk in their represented Business area and drive a culture of Risk management.
9. Point of contact for 1st line Governance teams and 2nd Line/3rd line teams.
10. Roll out updates received through weekly reminder mails and Risk Champion meetings to teams.
11. Point of contact for Customer Experience for Outsourcing, Operational Resilience, and Data Governance.
Errors Responsibilities:
1. Support the team with Errors particularly RCA and Lessons Learned.
2. Conduct regular training with the CE department (at least annually).
3. Review all errors logged within 2 weeks to ensure detailed RCA included.
4. Support and challenge teams when progressing errors.
5. QA 10% of errors closed and provide feedback to the team.
6. Annual review of Error Framework.
7. Liaise with team members to ensure errors logged are completed within appropriate timeframe.
8. Completion of Error trend analysis within department and track actions taken.
9. Liaise with 2nd line and respond to challenges on risk events and closed errors.
10. Liaise with ALPI Governance Risk and Control team and attend Risk Event Meetings.
Skills & Experience:
1. Knowledge of Risk management.
2. Understanding of what makes a good Root Cause Analysis.
3. Experience in Insurance/Financial services is preferable.
4. Strong verbal and written communication skills.
5. Ability to influence peers.
What will you get for this role?
1. A competitive market leading salary depending on skills, experience, and qualifications.
2. Generous pension (employee contribution matching of up to 14% if you contribute 8%).
3. Annual performance related bonus and pay review.
4. Holiday allowance of 25 days plus bank holidays, and the option to buy/sell up to 5 additional days.
5. Free car parking.
6. Aviva Matching Share Plan and Save As You Earn scheme and Approved Profit Share Scheme.
7. Cycle to Work benefit scheme.
8. TaxSaver Travel Scheme.
9. Family friendly parent’s (matching paternity and maternity leave) and carer’s leave.
10. Up to 40% discount for some Aviva products plus discounts for Friends and Family.
11. Employee Assistance Programme.
12. Professional qualification support and transparent career progression plans.
Aviva is for Everyone
Our diversity and inclusion policies and initiatives are shaping an environment where everyone feels welcome regardless of age, disability, race, ethnicity, gender, gender identity, religion, culture, sexual orientation, national origin, marital status, pregnancy, maternity or those with other caring responsibilities. Our approach helps to ensure that Aviva is a place which values difference and provides equal opportunities for all.
We flex locations, hours and working patterns to suit our customers, business, and you. Our smart working combines the benefits of flexibility with time together with colleagues.
We prefer all applications to be submitted online; however, if you require an alternative method of applying, please contact megan.c.
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