Sr. Manager Governance & Conduct Client Experience.CXCG - MBP.Retail Banking Group-MBPKLTD

Overview

To lead and embed a strong governance and conduct framework across the bank, ensuring the fair treatment of customers, proactive management of conduct risk, and superior digital customer experience informed by actionable insights. In addition to this, a develop and lead a customer experience governance encompassing a range of initiatives, including voice of customer programs and customer insights, to evaluate experiences systematically and identify opportunities for enhancement.

Responsibilities

• Establish and maintain a robust Conduct Risk & Governance Framework aligned with SBP guidelines and global best practices.
• Lead the Fair Treatment of Customers (FTC) program, ensuring customer-centric practices across all products and services.
• Monitor conduct risk indicators, complaints trends, and customer feedback, report findings to senior management and relevant committees.
• Collaborate with Compliance, Risk, Product, a...