Conduct Manager - Corrections & Customer Outcomes - Associate

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.

• Contribute to the development of conduct risk capability through guidance, training, knowledge sharing and lessons learned activities.

Required qualifications, capabilities, and skills

• Experience in conduct risk, customer outcomes, compliance, complaints, customer remediation, operational risk or a related role within a regulated environment.

• Strong analytical and problem-solving skills, with the ability to interpret information, identify themes and make evidence-based recommendations.

• Strong stakeholder management skills, with the ability to build collaborative relationships and work effectively across teams and levels.

• Excellent written and verbal communication skills, including the ability to communicate complex information clearly and concisely.

• Experience preparing management information, governance materials or reporting for senior stakeholders and governance forums.

• Strong organisational skills, with the ability to manage competing priorities, coordinate activities across multiple stakeholders and deliver high-quality work to deadlines.

• Experience using data and management information to support decision-making, continuous improvement and insight generation.

• Interest in leveraging data, automation and emerging technologies, including AI, to improve reporting, efficiency and business outcomes.

• Sound judgement, attention to detail and a proactive approach to identifying issues and driving solutions.

Preferred qualifications, capabilities, and skills

• Knowledge of Consumer Duty, conduct risk management and FCA expectations relating to fair customer outcomes and customer vulnerability.

• Experience conducting reviews, testing, thematic assessments or similar analytical activities.

• Knowledge of retail banking products, customer journeys or customer experience frameworks.

• Experience supporting regulatory reviews, audits or assurance activities.

• Experience using data analytics, automation or AI-enabled tools to improve reporting, generate insights or enhance operational efficiency.

This role can be based in either London or Edinburgh.

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