Senior Consumer Protection & Product Governance Manager

Job Description

Our Product Compliance & Risk (“PC&R”) team sits at the centre of [Employer hidden]’s product development function, supporting our cross-functional teams in delivering exceptional financial products for our customers while ensuring they’re compliant by design. 

We’re seeking a highly motivated, customer-centric and proactive individual to lead on UK Consumer Protection regulations, particularly the Consumer Duty, and Product Governance. We’re looking for candidates with direct experience implementing and operating a Consumer Duty framework. 

Your Mission:

You’ll own Consumer Protection, Consumer Duty, and Product Governance within our first line Product Risk and Compliance team, covering [Employer hidden]’s UK entities. You’ll be responsible for running our framework to comply with our regulatory obligations in the UK related to consumer protection, customer care and conduct. Most importantly, you’ll work directly with Product and Servicing teams to tangibly improve customer outcomes. 

Key Responsibilities:

• Understand and assess the full set of regulatory requirements related to UK Consumer Protection, with a primary focus on the Consumer Duty, and ensure robust Product Governance across our products.
• Understand the broader regulatory framework applicable to the provision of payments, e-money and retail investment services.
• Own the Customer Care framework and provide guidance to Product and Compliance teams on complying with UK Consumer Duty, Vulnerable Customer and Product Governance requirements, including developing standards, controls and approaches.
• Clearly document and maintain global consumer protection controls, and develop and maintain a standard for documenting and maintaining regional consumer protection controls.
• Operationalise the process to measure effectiveness and test Consumer Duty and Product Governance controls.
• Own the delivery of the Annual Report and Quarterly Reporting to assess the customer outcomes we are delivering. 
• Oversee Product Governance for [Employer hidden]’s UK entities, ensuring a streamlined and effective process. 
• Work with Product and Servicing teams to improve customer outcomes where harm or negative customer friction is identified.
• Work closely with key stakeholders across the [Employer hidden] business to develop unified measurements and KRIs to assess UK Consumer Duty outcomes, including for customers with characteristics of vulnerability.  

A bit about you:

• You’ve got strong experience with regulatory analysis and risk management. You deeply understand how to target resources on impactful activities that will make a tangible difference to customers. 
• You understand payments and retail investment products and the customer journeys associated with them. 
• You’re able to operate primarily independently with limited guidance, and you’re not afraid to roll your ideas out quickly and convince others to follow along behind you.
• You understand the bigger picture, are analytical, and can quickly assess, break down and prioritise problems / opportunities.
• Strong communicator who’s comfortable working with stakeholders in multiple teams and building relationships.
• You’re comfortable navigating ambiguity and have the ability to exercise sound judgment and decision-making abilities.
• You understand the importance of providing clear rationales for teams and excel in doing so.
• You anticipate roadblocks, are resilient and not easily disheartened.
• Experience with product management methodologies and tools (e.g., Jira, Confluence) and risk and controls software.
• Experience working with global teams.
• Willingness to travel as required.