Make a meaningful difference to how customers experience financial services. Join our Conduct team and help us turn regulatory expectations into practical decisions that deliver fair, positive outcomes. You will work with colleagues across International Consumer, using insight and constructive challenge to strengthen products, services and customer journeys. This is an opportunity to broaden your expertise, influence change and contribute to a trusted, customer-focused culture.
Job summary
As a Conduct Manager – Corrections & Customer Outcomes - Associate in the Conduct, International Consumer team, you will help us strengthen our conduct risk and Consumer Duty framework and support colleagues in delivering good customer outcomes. You will assess risk, provide practical advice and use evidence to identify where products, services, processes or customer journeys can improve. Working collaboratively across the business, you will turn insight into clear actions and help embed a culture in which customers’ needs are central to decision-making.
Job responsibilities
- Support the ongoing implementation and enhancement of the Consumer Duty and conduct risk framework across International Consumer Business.
- Build strong partnerships across Product, Operations, Compliance, Risk and Control functions to identify, assess and address risks to customer outcomes.
- Support reviews of new and existing products, services and material business changes, providing effective challenge and insight on customer impact and conduct risk considerations.
- Deliver thematic reviews and targeted assessments including against FCA best practices to identify emerging risks, customer harm, root causes and opportunities to improve customer outcomes.
- Analyse complaints, incidents, customer feedback and management information to identify trends, emerging risks and preventative actions.
- Develop, maintain and enhance conduct risk metrics and management information, ensuring insights are meaningful, actionable and support effective decision-making.
- Support the preparation of Board, senior management and governance forum materials.
- Leverage data analytics, automation and artificial intelligence to enhance conduct monitoring, reporting, efficiency and insight generation within appropriate governance frameworks.
- Support in tracking agreed actions and remediation activity through to completion
- Support regulatory requests, audits, reviews and governance activities relating to Consumer Duty, conduct risk, corrections and customer outcomes.