Vice President - Customer Outcome Governance Manager
Vice President - Customer Outcome Governance Manager
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Job Description
Join our dynamic International Consumer Bank (ICB) team as a Vice President - Customer Outcome Governance Manager where you will play a pivotal role in shaping the future of customer outcomes. This position offers an exciting opportunity to drive impactful change and ensure excellence in customer service delivery.
As a Vice President - Customer Outcome Governance Manager in the International Consumer Bank (ICB) you will manage and oversee the production of annual assessments for Consumer Duty. You will establish a governance framework to effectively monitor assess and report on the delivery of customer outcomes across ICB.
Job Responsibilities:
- Manage and oversee the production of annual assessments for Consumer Duty.
- Establish a Customer Outcomes governance framework to monitor assess and report on customer outcomes across ICB.
- Define the charter and scope of a Customer Outcome Working Group to monitor and assess findings from outcome testing product and service outcome KPIs and other relevant inputs.
- Develop outcome reporting templates for use with the business Conduct Forum and the Board; pilot and adapt reporting based on feedback.
- Review outcome testing approach and KPIs to assess effectiveness and recommend improvements.
- Monitor regulatory changes and identify necessary amendments to procedures.
- Conduct regular conduct risk reviews for new products and services for International Consumers.
- Support conduct lead on digital conduct focus areas including Consumer Duty AI data and vulnerable customers.
- Prepare papers and updates for the ICB Conduct Forum on digital conduct risk management.
- Ensure action plans are agreed upon implemented and tracked to completion.
- Liaise with senior management to obtain input on conduct risk environment and provide assurance and updates from monitoring reviews.
- Deliver management information to monitor performance against customer outcomes and risk appetite.
Required Qualifications Capabilities and Skills:
- Detailed understanding of FCA New Consumer Duty Regulation.
- Experience in establishing governance frameworks and conducting risk reviews.
- Strong analytical skills to assess effectiveness of outcome testing and KPIs.
- Ability to liaise with senior management and provide regular updates.
- Excellent communication skills to prepare papers and updates for forums.
Preferred Qualifications Capabilities and Skills:
- Experience in digital conduct focus areas including AI and data management.
- Familiarity with international consumer banking operations.
- Proven track record in managing customer outcomes and conduct risk.
Required Experience:
Chief
Employment Type
Full-Time
