Customer Assurance Executive

Job Description

Role Overview

Role Purpose

The Customer Assurance Team is responsible for supporting the design, testing and continuous improvement of the firm’s first line assurance and control environment, with a strong focus on customer outcomes, governance and operational effectiveness.

The role provides structured assurance across business processes, ensuring risks are identified, controls are effective, and remediation actions are documented tracked and delivered in a timely and controlled manner.

Role Objective

To strengthen the firm’s operational assurance and control environment by delivering high-quality assurance, risk oversight and action tracking, ensuring:

• Effective control testing and assurance across key processes
• Strong risk identification, assessment and mitigation
• Timely delivery of remediation and action management
• Clear and insightful reporting to senior stakeholders and governance forums

How You’ll Make an Impact

Reporting to the Manager of Customer Assurance within Chief Customer Officer function, the Customer Assurance Executive operates across the below items:

Key Accountabilities

• Deliver assurance and control testing programmes to assess customer journey effectiveness across business processes
• Identify and escalate process or control gaps, weaknesses and emerging risks
• Support and coordinate action management across incidents, audits, assurance reviews and RCSA outputs
• Provide oversight and support for Risk & Control Self-Assessments (RCSA)
• Produce high-quality MI and reporting for SLT, ExCo and Board committees
• Collaborate with business teams to ensure processes and associated controls are consistently applied and embedded across al customer journeys
• Support the development and maintenance of policies, procedures and governance frameworks
• Drive a culture of continuous improvement and strong customer outcomes

Core Activities

1. Control Assurance & Testing

• Execute control testing across key operational and customer processes
• Assess control design adequacy and operating effectiveness
• Deliver assurance reviews across customer interactions (written, verbal and system-based)
• Identify opportunities to standardise and harmonise controls across teams

2. Risk Management & RCSA

• Support delivery and completion of Risk & Control Self-Assessments
• Guide business owners in identifying and documenting risks and controls
• Monitor and track risk assessments, updates and deadlines
• Ensure visibility of key risks to senior management and governance forums

3. Action Management & Remediation

• Track and manage actions arising from incidents, audits, CMP and assurance reviews
• Ensure timely delivery of remediation activities
• Escalate overdue or high-risk actions appropriately
• Support root cause analysis and ensure sustainable control improvements

4. Policy, Process & Control Framework Support

• Support the development and maintenance of policies and procedures
• Ensure controls are aligned to customer journeys and operational processes
• Maintain alignment between process changes and assurance frameworks

5. Reporting & Stakeholder Engagement

• Produce monthly and ad hoc reporting on control effectiveness and risk exposure
• Provide clear, structured insights to SLT, ExCo and Board committees
• Engage with stakeholders across first and second line teams
• Act as a key link between operational teams, risk and governance functions

The core activities are supplemented by the below:

Customer & Conduct Expectations

• Ensure all assurance activities support fair and consistent customer outcomes
• Identify risks that may impact customer treatment or service quality
• Promote a culture of accountability, integrity and control awareness
• Demonstrate a strong commitment to customer-first principles

Qualifications

Expertise

• Excellent knowledge of financial services in Ireland specifically experience in retail customer credit servicing and its associate regulations (including for Credit Servicing and Consumer Protection).
• Experience in operational risk, assurance, or control environments within financial services
• Strong understanding of risk and control frameworks (RCSA, assurance, audit)
• Excellent analytical skills and attention to detail
• Strong stakeholder engagement and communication capability
• Ability to manage multiple workstreams and competing priorities
• Experience producing MI and reporting for senior stakeholders
• Strong focus on customer outcomes and regulatory compliance

Additional Information

Central Bank of Ireland (“CBI”) Fitness & Probity Regime

This is a Controlled Function (“CF”) role as defined by the Central Bank Reform Act 2010. For CF roles, appointment will be conditional on Mars Capital being fully satisfied that the appointee meets the requirements as set out in the Fitness and Probity Standards issued by the Central Bank of Ireland.  In the case of proposed appointees to Pre-Approval Control Functions, this includes prior approval by the CBI of such appointments.

D&I statement