First Line Operational Risk Officer

Help Customer & Digital innovate with confidence by enabling responsible AI, strengthening digital resilience and safeguarding customer trust.

Your role

At Customer & Digital (C&D), we shape the future of NN by developing digital capabilities, modernising our technology landscape, using data and AI responsibly and continuously improving customer journeys. We aim to give customers seamless, secure and personalised experiences.

As a First Line Operational Risk Officer, you help C&D innovate in a controlled and responsible way. You work close to digital delivery, technology, data and AI teams, supporting them to identify, assess and manage risks while keeping customer value and business progress at the centre.

• Den Haag
• Hybride werken
• Onbepaalde tijd/Bepaalde tijd

You are a trusted advisor to management and delivery teams, translating complex operational, technology and AI risks into practical, risk-based guidance. You help teams move at pace without compromising customer trust, regulatory compliance or operational resilience, and promote governance that is embedded, scalable and supported by clear evidence rather than relying on stand-alone approval gates.

This role is critical as AI, automation, cloud services and digital platforms create both significant opportunities and new operational risks. These include cybersecurity and privacy risks, model and data governance, third-party dependencies, agent identity and access, logging and monitoring, resilience, incident response and regulatory compliance. You help ensure that risks and residual risk acceptance are visible, owned, monitored and periodically reassessed in daily operations.

What you are going to do

As a First Line Operational Risk Officer, you support C&D management and the Senior Operational Risk Officer in identifying, assessing, monitoring and mitigating operational risks across customer journeys, business processes, IT services, AI solutions, digital products and change initiatives. You connect policy and governance requirements to day-to-day delivery, enabling responsible innovation with clear ownership, effective controls and transparent risk reporting.

• Partner with business teams to embed first-line Operational Risk management in digital delivery and run activities
• Support risk assessments, control design and testing, issue management, remediation and risk acceptance, and monitor whether controls remain effective in practice
• Strengthen continuous assurance by improving risk and control evidence, reporting and monitoring, including through automation where appropriate
• Provide clear, pragmatic advice and constructive challenge to management and delivery teams, balancing customer value and speed with NN’s risk appetite
• Apply a risk-based, lifecycle approach to AI solutions, covering ideation, experimentation, build, test, validation, deployment, monitoring, material change and decommissioning
• Help establish clear accountability for each AI solution across business, technology, data, security and model ownership, including escalation paths and decision rights
• Support the implementation of the AI Policy, Responsible AI principles, AI-specific standards and controls, and relevant regulatory requirements within C&D

What we offer you

NN invests in an inclusive, inspiring work environment and in skills and competences for the future. We offer you:

• Salary between €5,339 and €7,119 based on 36 hours, depending on your knowledge and experience
• 13th month and holiday allowance are paid with your monthly salary
• 27 vacation days for a 5-day working week and three Diversity Days
• A modern pension administered by BeFrank
• Plenty of training and learning opportunities
• NS Business Card 2nd class, which gives you unlimited travel, also privately
• Do you prefer to travel with your own transport? Then you can declare the kilometers travelled
• Allowances for setting up your home office and for internet use

Who you are

You are an experienced Operational Risk professional who combines a strong risk and control mindset with genuine affinity for customers, technology and AI. You are comfortable working close to delivery, provide constructive challenge and turn complex governance requirements into practical actions. You build trusted relationships while remaining clear on accountability, evidence and risk ownership.

• Bachelor’s or Master’s degree in Business, Risk Management, Technology or a related field
• At least two years of hands-on experience in Operational Risk is required, preferably gained in a comparable digital environment where customer processes, IT and AI or data-driven solutions come together
• Demonstrable experience with risk assessments, control design and testing, issue management, remediation and risk acceptance
• Sound knowledge of operational risk frameworks, governance, internal controls and relevant regulatory requirements; knowledge of IT, cyber, data, outsourcing or third-party risk is strongly preferred
• Experience supporting audits, assurance reviews or regulatory assessments and translating findings into sustainable improvements
• Understanding of AI technologies and their opportunities, limitations and risks, including model behaviour, data quality, automated decision-making, monitoring and lifecycle governance
• Experience collaborating with customer, product, IT, Data & AI, Security, Privacy and second-line Risk or Compliance stakeholders
• Strong analytical judgement and the ability to influence stakeholders with clarity, independence and pragmatism
• A proactive, delivery-oriented approach and the ability to maintain a strategic perspective while paying close attention to operational detail

You will join a role with real impact: close to innovation, digital transformation and responsible AI adoption. You will have the opportunity to work on strategic risk topics, influence decision-making and help strengthen the resilience and trustworthiness of NN’s digital services.

Who you will work with

Customer & Digital is NN’s central interaction layer, connecting customers, business units and digital channels through shared platforms, data and technology. We enable seamless, customer-centric and increasingly digital experiences, while helping NN become a more data-driven and future-ready organisation.

You will be part of the Strategy, Finance & Control domain: a broad, multidisciplinary team of specialists in Finance, Risk, Data Privacy, Service Delivery Management, Project and Programme Management, Communication, Coaching and management support.

In this role, you will co-work with a senior Operational Risk Officer and work closely with management teams, process owners, product teams, IT specialists, data professionals and security experts. You will also cooperate closely with second-line Group functions such as IRM, ORM, Compliance and Legal, as well as with the relevant business units. The environment values collaboration, continuous improvement and open dialogue, creating room for constructive challenge and professional growth.