Assistant Manager – Conduct & Consumer Protection

Assistant Manager – Conduct & Consumer Protection

We are looking for a detail-oriented and customer-focused professional to join our Customer Experience team in the role of Assistant Manager – Conduct & Consumer Protection. This position is integral to advancing the Bank’s Conduct Risk and Consumer Protection initiatives by developing and overseeing frameworks that ensure fair treatment of customers and compliance with SBP regulations. The successful candidate will help embed a customer-centric culture throughout the organization, safeguarding customer interests at every stage of the customer lifecycle.

Key Responsibilities

- Develop and maintain the Customer Conduct and Fair Treatment Framework to promote ethical practices.
- Implement conduct risk management strategies across all phases of the customer journey.
- Analyze customer journeys to detect potential detriments, unfair practices, and service gaps.
- Conduct fairness assessments covering onboarding, servicing, complaints handling, financing, and collections.
- Establish conduct risk indicators, dashboards, and reporting tools for effective management oversight.
- Review customer communications, disclosures, and marketing materials to ensure transparency and fairness.
- Perform thematic reviews focusing on customer pain points, service risks, and vulnerable segments.
- Ensure timely implementation of corrective actions arising from complaints, audits, and conduct reviews.
- Collaborate with Compliance, Risk, Product, Marketing, Operations, Technology, and Legal teams to integrate customer-centric controls.
- Lead awareness programs on customer fairness, conduct risk, and consumer protection across the Bank.
- Prepare comprehensive reports for management and the Board on conduct risk, customer outcomes, and regulatory compliance.
- Support SBP inspections, audits, and regulatory reviews related to customer treatment and consumer protection.

Required Qualifications

- Minimum of 5 years of professional experience in Conduct Risk, Compliance, Consumer Protection, Complaint Management, Service Quality, Risk Management, or related fields.
- Strong knowledge of SBP consumer protection regulations and customer fairness frameworks.
- Proven experience in governance reviews, root cause analysis, and assessment of customer outcomes.
- Bachelor’s degree in Business Administration, Banking, Finance, Economics, Risk Management, Law, Compliance, or a related discipline.

Preferred Qualifications and Skills

- Experience in Digital Banking, Fintech, or Retail Banking environments is highly desirable.
- Advanced degree such as an MBA or Master’s in a relevant field is preferred.
- Proficiency in complaint analytics, customer journey assessment, and governance policy development.
- Skilled in management reporting, dashboard creation, and data visualization tools such as Power BI and advanced Excel.
- Strong understanding of regulatory compliance and risk management principles.

Raqami Bank is committed to equal opportunity employment and encourages applications from all qualified individuals, including Persons with Disabilities (PWDs). We strive to create an inclusive workplace where everyone can thrive.