Head of Consumer Protection and Conduct Management

Role: Head of Consumer Protection and Conduct Management

Location: Abu Dhabi HQ       

Role Purpose:

• Oversee the implementation and effectiveness of Consumer Protection initiatives across the Bank, and ensure ongoing sustainability
• Be the subject matter expert to provide guidance, advise and support on any matters related to Consumer Protection raised across the Bank
• Act as the key point of contact for Consumer Protection Regulations (CPR) and Conduct Risk management

Key Accountabilities Of The Role:

• Responsible for creating and implementing an effective Bank wide consumer protection and conduct risk management program defining responsibilities spread across the three lines of defence, staff awareness and consumer education initiatives
• Primarily responsible for establishing and subsequently overseeing the CP/CRM department
• Involved in the setup of the conduct risk committee including development of terms of reference, charter and responsibilities
• In line with the mandate of the conduct risk committee and the CP/CRM department, ensure compliance with applicable consumer protection and (business and market) conduct risk laws, regulatory requirements, policies, and procedures for all the products, services, and channels (existing and new)
• Ownership of developing and overseeing the CPR regulatory control framework, to advise, prevent or deal with violations of consumer protection or conduct risk related guidelines and internal policies
• Overall responsibility for complying with the consumer protection and conduct risk regulations and obligations of the organization including development of policies and procedures, direction and initiatives, strategic development, defining and monitoring performance
• Develop actionable business strategies and plans that ensure alignment with short-term and long-term bank wide consumer protection and conduct objectives
• Act as a central focal point for all external/ regulatory reporting requirements (e.g. CBUAE annual reporting) including obtaining datapoints or information from business and liaising with Group Compliance to submit reports to the regulator
• Active engagement with all channels, business units and enablement functions within the Bank to ensure that consumer protection and conduct risk requirements are properly understood and implemented
• Responsible for overseeing the timely implementation of the CPR program beyond December 2021 including technology initiatives and system. This involves interaction with different stakeholders across the Bank including IT, Info-sec, Operations, Risk, Compliance
• Identify any gaps escalated during the implementation and liaise with concerned departments for resolution
• Plan for the identification and remediation of any gaps and ensure sustainability in the operationalization of process changes.
• Provide technical advice on the CPR implementation
• Provide input on the Bank’s risk appetite in line with the applicable consumer protection and conduct risk requirements
• Define Key Risk Indicators (KRIs), Key Performance Indicators (KPIs) and metrics related to Consumer Protection and business and market conduct
• Responsible for the creation and submission of internal (senior management and board) and external MI reporting packs