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.
#J-18808-Ljbffr