Business Conduct & Front-Office Controls

• Partner with Commercial, Product, Compliance, Legal, and Risk teams to design and strengthen controls across client-facing activities, including sales practices, customer communications, client classification, conflicts of interest, product governance, and fair customer outcomes.
• Define local requirements for sales surveillance and business conduct monitoring, partnering with central teams to implement appropriate monitoring capabilities while owning local review, investigation, escalation, and remediation of identified risks.
• Support controls around front-office activities, including representative conduct, customer interactions, sales incentives, product distribution, and the appropriate treatment of different customer segments.
• Translate regulatory and conduct requirements into practical business controls, processes, and product requirements, partnering with Product and Operations teams through design, testing, implementation, and post-launch review.

Customer & Controls Optimisation

• Analyse customer complaints, onboarding and KYC issues, incidents, sales activity, and operational data to identify emerging risks and root causes.
• Partner with Product, Operations, Compliance, and Risk teams to improve customer journeys while maintaining appropriate regulatory and control standards.
• Identify opportunities to strengthen control effectiveness while simplifying processes and reducing unnecessary customer or operational friction.

Risk Governance & Controls

• Maintain the SG risk register and coordinate the Risk and Control Self-Assessment (RCSA), working with business teams to identify and assess key operational, regulatory, and conduct risks and controls.
• Monitor key risk indicators (KRIs) and support periodic control testing to assess control effectiveness, identify gaps, and drive remediation with control owners.
• Support the implementation of local policies, SOPs, regulatory requirements, and control frameworks, ensuring requirements are effectively embedded into day-to-day business activities.

Issues, Assurance & Regulatory Implementation

• Coordinate investigation and root cause analysis of incidents, conduct issues, and control deficiencies, working with relevant teams to develop practical corrective actions and drive issues through to resolution.
• Support internal and external audit engagements, regulatory reviews, and assurance activities, including documentation requests, walkthroughs, management responses, and remediation tracking.
• Support the implementation of evolving regulatory requirements and industry standards, assessing business impact and working cross-functionally to embed appropriate processes and controls.

Outsourcing & Governance Coordination

• Support governance of intra-group and third-party outsourcing arrangements, including maintenance of the SG Outsourcing Register and ongoing reviews in accordance with MAS requirements and internal policies.
• Support key governance forums, including the Token Listing Committee, and prepare clear and timely risk, controls, conduct, and issue reporting for the SG Management Committee and other relevant forums.