FTC/CAF Officer

Bank Al Habib Limited seeks a dedicated FTC/CAF Officer with extensive experience in regulatory compliance and risk management to join its team. The successful candidate will be responsible for ensuring adherence to the bank's Fair Treatment of Customers policy across all departments while managing a team of 10 professionals. This role requires a strong focus on aligning product and service designs, marketing communications, and customer interactions with the State Bank of Pakistan's regulations. The role also involves conducting training modules on banking conduct and financial consumer rights for staff, making sure all personnel understand and uphold compliance standards effectively. The ideal candidate will liaise with various stakeholders to maintain compliance with banking codes and frameworks, monitor customer complaints actively, and ensure they are resolved in line with regulatory guidelines. Expertise in data analysis and risk assessment is crucial to identify areas of potential non-compliance and implement corrective actions promptly. Excellent communication and interpersonal skills are essential to lead the team, facilitate training, and maintain smooth coordination between departments and external parties. Proficiency in MS Office and strong problem-solving capabilities underpin the day-to-day success in this critical compliance-driven role.
Responsibilities
 

• Ensure full compliance with the banks Fair Treatment of Customers policy across all departments and business operations.
• Review and verify that all product designs, service offerings, marketing materials, and customer communications meet the regulations defined by the State Bank of Pakistan (SBP).
• Design and conduct comprehensive training modules on Banking Code and Fair Treatment of Customers (FTC) for bank staff to enhance understanding and adherence to compliance requirements.
• Monitor and manage customer complaints related to fair treatment and ensure timely resolution in accordance with the Code of Good Human Management (CGHM) and regulatory policies.
• Lead and supervise a team of 10 staff members, providing direction, support, and performance management to ensure operational effectiveness in regulatory compliance tasks.
• Collaborate with internal departments and external stakeholders to facilitate compliance efforts and address any regulatory concerns or updates promptly.
• Utilize data analysis and risk assessment techniques to identify compliance gaps or potential risks, developing strategies to mitigate these risks effectively.
• Maintain accurate and up-to-date records of compliance activities, training sessions, complaint handling, and communication with regulatory bodies.
• Prepare periodic compliance reports for senior management and regulatory authorities detailing adherence status, identified risks, and corrective actions undertaken.
• Stay informed about the latest regulatory changes and banking industry standards related to customer treatment and ensure the bank's policies and procedures reflect these developments