Job description

The Senior Manager – Conduct Risk & Consumer Protection Management role is responsible for developing, implementing and reviewing strategies, policies and procedures aimed at mitigating conduct risk across the organization while ensuring alignment with regulatory requirements and industry best practices. The mandate includes conducting regular conduct risk assessments, monitoring and analyzing potential risk areas across business units, managing conduct risk policies and ensuring they are effectively communicated and implemented, and preparing and presenting risk assessment and mitigation reports to senior management. Responsibilities involve ensuring regulatory compliance, designing and delivering training programs on conduct risk, and collaborating with legal, compliance, business and operational teams to establish a cohesive approach to conduct risk management. The consumer protection component requires a clear understanding of Consumer Protection Regulations and their implications for product and service governance. The role provides strategic and execution support regarding policy enhancements, new products, process development, consumer communications, monitoring and reporting, including submissions to senior management, the Board and the Central Bank of the UAE. It involves facilitating risk and incident identification, reporting and tracking, maintaining vigilance to identify potential regulatory breaches and reporting them within the Operational Risk Framework, and contributing to training and awareness programs for stakeholders in Retail Banking, CXCG, Credit and Operations. Duties include acting as the focal point for stakeholder engagement on regulatory matters across compliance, marketing, Shari’ah governance, legal, risk and credit; providing consultative regulatory interpretation support; reviewing Consumer Protection checklists, policies and processes; collating and creating Consumer Protection reporting requirements; strengthening process, policy and governance structures related to Consumer Protection; analyzing consumer calls, contacts, feedback and complaints for root-cause identification; addressing barriers in products and services; identifying breaches of Consumer Protection requirements; improving consumer education, awareness and disclosure materials; and communicating Consumer Protection requirements and complaint management awareness at an organizational level. The organization is a leading financial institution in MENA with a challenger mindset focused on innovation, customer-centricity, responsible banking and delivering shareholder value.