Head of Conduct Management.Injaz - Client Experience and Conduct

Overview

Key Result Areas

• Co-ordinate & communicate regular progress of Consumer Protection and Conduct related gap-assessments and implementations along with necessary escalation of roadblocks through necessary forum
• Directing and initiating appropriate remedial / mitigation actions as per discussions at the risk committees to ensure that significant risks/exposures are understood and managed efficiently and in a timely manner.
• Timely administration of Mashreq Code of Conduct, policies under ownership, framework and processes by engaging stakeholders / policy owners
• Eliminate risk to implementation timelines by mitigation of identified threats on risk events, gaps identified via internal/external reviews / audits, requirements emerging from Regulatory and strategic initiatives
• To provide focused, quality updates to support Senior Management and the Board to take decisions in shaping the strategy
• Design Consumer Protection & Conduct Risk Framework in alignment to the Enterprise Risk Management framework and co-own with Risk Management. Embed SME Market Conduct requirements within same framework
• Risk Appetite for Conduct Risk incl. submission of periodic reporting to the Risk committees including the Board
• Own and deliver the training and awareness with:
• Develop and launch eLearning (Code of Conduct, Consumer Protection Regulations and Complaints Management & Resolution etc)
• Design and deliver role-based trainings for Staff (incl. third party, Senior Management and the Board)
• Periodic communications on Conduct standards, expectations etc throughout the organization
• Development of training materials on better conduct judgement, decision making and asking the right questions across the customer lifecycle
• Create resources for all Conduct and Consumer Protection resources and increasing awareness of related policies for Staff
• Involve within the root-cause analysis emerging from incidents, fraud reports, mis-sell cases and complaints to identify any gaps / deficiencies within existing policies and processes. Work with stakeholders to strengthen the controls / monitoring via enhanced RCSAs, KRI / KPI
• Critical review and challenge from CXCG end, representing the “Voice of Customer” on the new initiatives and third-party risk management governance from Retail perspective
• Ensure regular and transparent reporting of Consumer Protection and Conduct risk metrics both internally to the Senior Management, Board of Directors as well as to the Regulator
• \\ganizing Conduct & Consumer Protection forum to discuss key risks, share insights, outcome of reviews, assurance, audits and drive continuous improvement