Assistant Manager - Conduct & Consumer Protection

About the role

Raqami Bank is looking for an Assistant Manager in its Customer Experience department to support the bank's Conduct Risk and Consumer Protection agenda. The role establishes, implements and monitors frameworks that promote fair customer treatment, strengthen customer outcomes, identify conduct risks and ensure compliance with SBP regulations and consumer protection requirements, while embedding a customer-centric culture across the organisation.

Key responsibilities

• Develop and maintain the Customer Conduct and Fair Treatment Framework.
• Implement conduct risk management practices across the customer lifecycle.
• Review customer journeys to identify customer detriment, unfair practices and service gaps.
• Carry out customer fairness assessments across onboarding, servicing, complaints, financing and collections.
• Set up conduct risk indicators, dashboards and management reporting mechanisms.
• Review communications, disclosures and marketing campaigns for fairness and transparency.
• Run thematic reviews on customer pain points, service risks and vulnerable customer segments.
• Ensure corrective actions from complaints, audits and conduct reviews are implemented.
• Partner with Compliance, Risk, Product, Marketing, Operations, Technology and Legal teams.
• Lead customer fairness, conduct risk and consumer protection awareness programmes.
• Prepare management and Board-level reports and support SBP inspections, audits and regulatory reviews.

Required profile

• Minimum 5 years of experience in Conduct Risk, Compliance, Consumer Protection, Complaint Management, Service Quality, Risk Management or related areas.
• Experience in Digital Banking, Fintech or Retail Banking highly preferred.
• Bachelor's degree in Business Administration, Banking, Finance, Economics, Risk Management, Law, Compliance or a related field; MBA or Master's preferred.
• Strong understanding of SBP consumer protection requirements and customer fairness frameworks.
• Experience in governance reviews, root cause analysis and customer outcome assessments.

Required skills

• Customer conduct risk management and consumer protection regulations
• Customer fairness frameworks and complaint analytics
• Governance, policy development and management reporting
• Power BI and advanced Excel