Operations Risk & Controls Associate

Make your mark partnering with operations and agent banks to elevate service quality, reduce risk, and grow your analytics and relationship skills.

As a Operations Risk & Controls Associate within the Performance Management team in Network Management, you monitor agent bank and financial market infrastructure service delivery to meet cash and securities service requirements across more than 100 markets. You partner with internal operations teams and external providers to resolve escalations, deliver service enhancements, and manage operational risk. You use data-driven insights, service reviews, and oversight processes to improve standards and strengthen controls.

Job Responsibilities:

• Monitor agent service delivery and correct performance gaps, coordinating agreed changes and enhancements
• Investigate escalated enquiries and service issues, partnering with network leadership and internal operations to resolve root causes
• Conduct service reviews and produce high-quality reports that assess operational risk accurately
• Drive actions from due diligence questionnaire reviews to closure, escalating blockers and tracking outcomes
• Analyze data and themes to identify service trends, control gaps, and improvement opportunities
• Improve agent outcomes through the enhanced oversight process, defining actions and following through with stakeholders
• Maintain service level agreements between the firm and network agents, aligning standards to operational needs
• Participate in regional and global projects that require information from agent banks and financial market infrastructures
• Build internal and external relationships with agents and market infrastructures to obtain information, resolve issues, and deliver change
• Communicate weekly updates on projects, network performance, and escalated items to senior management
• Manage the incident management process for assigned agents or markets in partnership with network leadership and operations, including third-party oversight activities as needed

Required qualifications, skills, and capabilities:

• Demonstrate strong teamwork and a focus on risk management, compliance, oversight, and controls
• Build effective working relationships with internal business partners and external agent banks
• Communicate clearly and professionally, adapting messages for different stakeholders
• Negotiate constructively to align on service standards, remediation actions, and timelines
• Apply analytical and influencing skills to form sound conclusions from complex information
• Understand products and the business environments they support
• Explain end-to-end securities and cash flows, including SWIFT messaging
• Learn new skills and knowledge quickly in a dynamic operating environment
• Apply strong attention to detail when reviewing data, reports, and enquiries

Preferred qualifications, skills, and capabilities:

• Describe securities and cash products and how industry or market developments can affect the use of agent banks