Job Title: Risk and Compliance Manager
Organisation: UAP Old Mutual Insurance
Duty Station: Kampala, Uganda
About Organisation:
The UAP Old Mutual Group is an integrated Financial Service business comprising Faulu Microfinance Bank, UAP and Old Mutual. The Group, which is operational in East Africa services to more than 1.2 million customers across Kenya, Uganda, Tanzania, Rwanda and South Sudan. The UAP Old Mutual Group now comprises of three key players as a result of the acquisition of a controlling stake in Faulu in 2014 and UAP in 2015 by Old Mutual. The acquisitions resulted in Old Mutual Kenya UAP Holdings and Faulu Microfinance Bank, forming one of the largest financial services groups with a growing footprint in East and Central Africa. UAP and Old Mutual have been major players in the financial services market in East Africa for decades. The two entities have vast experience in Insurance, Investment, Asset Management and Banking, and are passionate about helping our customers achieve their financial goals.
Job Summary: The purpose of this role is to support the Enterprise Risk Management and Compliance function through the effective implementation and continuous enhancement of the Group Risk Management and Compliance Framework. The role is responsible for identifying, assessing, monitoring, and reporting risks across the organisation while promoting compliance with regulatory requirements, internal policies, procedures, standards, and controls in line with Group governance requirements.
The position reports administratively to the Board and to the Managing Director, functionally to the Group Sustainability, Risk and Compliance Executive, and maintains technical reporting relationships with the Group Centers of Excellence in Financial and Operational Risk.
Key Duties and Responsibilities:
Risk Management and Governance
- Support the implementation and monitoring of Group risk management policies, frameworks, standards, systems, procedures, and guidelines across the organisation.
- Identify weaknesses, control gaps, and emerging risks within business processes and recommend appropriate mitigation measures.
- Monitor adherence to approved risk appetite limits, governance standards, and internal control requirements.
- Facilitate periodic reviews and updates of departmental risk registers and monitor implementation of agreed mitigation actions.
- Support the embedding of a strong risk management culture throughout the organisation.
Financial Risk Monitoring and Analysis
- In collaboration with the Group Head of Financial Risk, conduct stress testing, sensitivity analysis, and scenario simulations relating to market, liquidity, credit, and operational risks.
- Analyse financial and operational risk exposures and provide recommendations to management on risk mitigation strategies.
- Prepare and present risk exposure reports, trend analysis, and mitigation recommendations to the Board, Executive Committee (EXCO), and Management Committees.
Compliance Monitoring and Regulatory Oversight
- Monitor compliance with regulatory requirements, internal policies, procedures, and established risk management standards.
- Maintain and track compliance matrices, transaction monitoring activities, and regulatory obligations.
- Support the preparation, review, and submission of regulatory reports to relevant authorities.
- Assist in monitoring compliance with Anti-Money Laundering and Counter Financing of Terrorism (AML/CFT) regulations and related compliance requirements.
Risk Identification and Control Effectiveness
- Conduct risk identification and assessment exercises across departments and operational areas.
- Review and evaluate the adequacy and effectiveness of internal controls and risk mitigation measures.
- Provide guidance to management and staff on corrective actions required to address identified risk and compliance gaps.
- Conduct follow-up reviews to ensure timely implementation of agreed action plans.
Risk Awareness and Capacity Building
- Promote awareness of risk management and compliance requirements through training, workshops, guidance notes, and stakeholder engagement.
- Support staff and management in understanding and implementing the company’s risk management methodologies, frameworks, policies, and procedures.
- Encourage a culture of accountability, compliance, and proactive risk management across the organisation.
Reporting and Risk Analytics
- Prepare periodic risk and compliance reports, dashboards, and analytics for Management, MANCO, EXCO, Board Committees, and regulators.
- Compile and analyse operational risk data, key risk indicators (KRIs), incident reports, and loss event data.
- Support enterprise-wide reporting on operational risk, financial risk, compliance, and AML/CFT activities.
Professional Development and Continuous Improvement
- Maintain up-to-date knowledge of risk management, compliance, governance, and regulatory developments within the insurance and financial services sector.
- Participate in continuous professional development initiatives to enhance technical and professional competence.
- Contribute to the continuous improvement of risk management tools, frameworks, methodologies, and reporting processes.
- Conduct enterprise-wide risk identification and assessment exercises across all departments and functions and recommend suitable controls to minimise residual risk exposure.
- Monitor compliance with approved risk appetite statements, risk tolerance levels, and governance requirements.
- Conduct Risk and Control Self-Assessments (RCSAs), review incident reports, monitor Key Risk Indicators (KRIs), and analyse operational loss data.
- Support the development, review, and enhancement of risk management policies, standards, procedures, and guidelines.
- Assist in conducting stress testing and gap analysis for market, liquidity, credit, and operational risks.
- Collaborate with business units to assess risks arising from new products, services, systems, and delivery channels.
- Assist in conducting annual AML/CFT risk assessments and ongoing compliance monitoring activities.
- Prepare periodic reports on risk exposures, compliance status, and mitigation actions for management review and decision-making.
- Coordinate follow-up actions arising from audits, risk reviews, and regulatory inspections.
- Support business continuity management, crisis management, and operational resilience initiatives where required.
- Liaise with regulators, auditors, and other external stakeholders on matters relating to risk and compliance.
ANTI-MONEY LAUNDERING (AML) EXPECTATION
- The incumbent will provide independent Line 2 leadership and oversight in embedding robust Anti-Money Laundering (AML), Sanctions, and Compliance frameworks across Old Mutual and its subsidiaries.
- This includes ensuring effective implementation of policies, procedures, and controls; overseeing due diligence, monitoring, and escalation processes; and fostering a culture of accountability.
- The role holder will engage with regulators, senior management, and the board to provide independent assurance on AML compliance effectiveness and support informed decision-making.
Qualifications, Skills and Experience:
- Bachelor’s degree in actuarial science, finance, business administration or related field
- Professional certifications or qualifications in Actuarial Science or Risk Management required.
Experience
- Minimum of five (5) years’ relevant experience in risk management, compliance, audit, or financial risk analysis within the insurance or financial services industry.
- Demonstrated experience in enterprise risk management, operational risk management, compliance monitoring, and regulatory reporting.
- Experience engaging with regulators and supporting regulatory compliance activities.
- Excellent communication skills.
- Demonstrated ability to motivate and manage a diverse team toward strategic goals of the risk management function.
- Demonstrated ability to build consensus across various constituencies and achieve results through the effort of others.
- Strong planning and organizational skills, with an ability to establish a strategic direction and subsequently outline initiatives and develop priorities in support of that vision.
- Business Risks, Compliance Requirements, Legal Practices, Management Reporting, Operation Risk Management, Policies & Procedures, Regulatory Compliance, Regulatory Compliance Management, Risk Monitoring
Competencies
Action Oriented
Balances Stakeholders
Financial Acumen
Instills Trust
Interpersonal Savvy
Manages Complexity
Optimizes Work Processes
Persuades
How to Apply:
All suitably qualified and Interested applicants should apply online at the link below.
NB: Only shortlisted candidates will be contacted.
For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline
Level of Education: bachelor degree
Work Hours: 8
Experience in Months: 60Job Title: Team Leader Customer Experience
Organisation: UAP Old Mutual Insurance
Duty Station: Kampala, Uganda
About Organisation:
The UAP Old Mutual Group is an integrated Financial Service business comprising Faulu Microfinance Bank, UAP and Old Mutual. The Group, which is operational in East Africa services to more than 1.2 million customers across Kenya, Uganda, Tanzania, Rwanda and South Sudan. The UAP Old Mutual Group now comprises of three key players as a result of the acquisition of a controlling stake in Faulu in 2014 and UAP in 2015 by Old Mutual. The acquisitions resulted in Old Mutual Kenya UAP Holdings and Faulu Microfinance Bank, forming one of the largest financial services groups with a growing footprint in East and Central Africa. UAP and Old Mutual have been major players in the financial services market in East Africa for decades. The two entities have vast experience in Insurance, Investment, Asset Management and Banking, and are passionate about helping our customers achieve their financial goals.
Job Summary: This role is directly responsible for delivering exceptional, customer-focused service across all touchpoints in line with the company’s customer experience strategy and business goals by improving customer satisfaction, retention, and loyalty through effective service delivery, proactive engagement, issue resolution, quality assurance, team development and continuous process improvement while ensuring compliance with company standards and fostering strong collaboration between customers, intermediaries, and internal teams to achieve the company objectives.
Key Duties and Responsibilities:
- The Team Leader will assist the Company to attain its Customer Experience strategy by:
- High quality customer engagements on the CX channels through Quality Assurance (QA), Surveying, Training & Capacity Building, Effective supervision, Performance Management, etc.
- High customer retention through regular & pro-active customer engagements (retail & corporate), persistency & premium collection initiatives, etc.
- Improve process efficiency to deliver high customer experience as outlined in the Customer Service Charter, and Customer Service Processes Manual.
- Training, mentoring and coaching of staff to maintain a highly motivated, competent and customer-oriented team.
- Deliverables (work elements)
- The following detailed outputs are required from this role.
- Driving high performance of the CX team as per the set targets/parameters through effective supervision.
- Ensuring adequate & effective service delivery on the CX channels through availability, scheduling, logging-on, etc of the CX Team.
- Driving high customer retention through regular & pro-active customer engagements (retail & corporate), persistency & premium collection initiatives, management of Direct Debits (DDs), business conservation through win-backs, etc.
- Timely & effective resolution of all customers issues, enquiries & queries, and ensuring that all customer interactions are properly received, handled, logged and tracked until resolution with timely feedback shared with the clients within the company SLAs.
- Effective complaints management (internal & external/regulatory/legal).
- Engagement and support to intermediaries (Agents & Bancassurance partners) on issue resolution and capacity-building.
- Conducting weekly Quality Assurance (QA) on sample clients served across the CX channels.
- Commissioning NPS, NES, CSAT & CSI surveys for customers & Intermediaries through the different channels and engaging the Passive & Detractors for feedback aimed at turning them into Promoters.
- Preparation of weekly & monthly Reports on customer experience to the Customer Experience Manager to assist in streamlining service delivery and effective team management.
- Provide strong leadership by developing an effective and motivated team and ensure that training & capacity-building program is implemented to enable delivery of superior service to customers.
ANTI-MONEY LAUNDERING (AML) EXPECTATION
- The incumbent will be responsible for ensuring adherence to, implementation of, and adoption of Compliance, Anti-Money Laundering (AML), and Sanctions-related policies, procedures, and process requirements within Old Mutual and its subsidiaries.
- This includes execution of customer due diligence processes, ensuring compliance with Know-Your-Customer (KYC) standards, conducting ongoing and enhanced due diligence, and maintaining data quality.
- Additionally, the role involves identifying and monitoring potential AML, Sanctions, or Compliance breaches and unusual activities, and escalating these concerns to the Risk and Compliance Office for further action.
Qualifications, Skills and Experience:
- A good undergraduate business degree and at least 5years’ working experience in customer experience/service in the Financial Services industry are basic requirements.
- A Certificate of Proficiency (COP) and/or a Diploma in Insurance and/ and diverse language proficiency are an added advantage.
- Customer Complaint Management, Customer Experience (CX), Customer Feedback Management, Customer Relationship Management (CRM) Software, Customer Satisfaction, Proactive Behavior, Problem Solving, Process Improvements, Strengthening Customer Relationships
Action Oriented
Collaborates
Communicates Effectively
Customer Focus
Decision Quality
Directs Work
Interpersonal Savvy
Manages Complexity
- The following key behavioural competencies are required to be successful in this role.
- Excellent communication skills
- Excellent inter-personal skills
- Diverse language proficiency
- Attention to detail
- Ability to form excellent first impressions and build quick rapport
Empathy
Multi-tasking & Flexibility
- Critical thinking
- Quick problem-solving skills
- Demonstrated ability to lead a Team
- Proficiency in the Microsoft Office suite (MS Excel, MS Word, MS PowerPoint)
How to Apply:
All suitably qualified and Interested applicants should apply online at the link below.
Deadline: 25th May 2026
NB: Only shortlisted candidates will be contacted.
For more of the latest jobs, please visit https://www.theugandanjobline.com or find us on our facebook page https://www.facebook.com/UgandanJobline
Level of Education: bachelor degree
Work Hours: 8
Experience in Months: 36