UAEN Only - Sr.Manager-Conduct Risk & Consumer Protection Mgmt.

Role Overview

Senior Manager, Conduct Risk & Consumer Protection Management at Mashreq, based in the UAE.

Role Purpose

Lead the development, implementation, and monitoring of conduct risk mitigation strategies and consumer protection frameworks across the organization. Ensure compliance with regulatory requirements, coordinate governance activities, and drive organizational awareness of conduct risk and consumer protection obligations.

Key Responsibilities

Conduct Risk Strategy & Policy

• Develop and implement risk strategies and policies to mitigate conduct risk within the organization, ensuring alignment with regulatory requirements and industry best practices.
• Develop and maintain conduct risk policies and procedures, ensuring they are communicated, understood, and implemented across the organization.
• Create, review, and enhance risk strategies on an ongoing basis.

Risk Assessment & Monitoring

• Conduct regular risk assessments, monitoring, and analysis of potential conduct risk areas within different business units.
• Develop procedures to detect and address potential risks.
• Identify potential breaches of regulatory standards and report them within the Operational Risk Framework of the Bank.

Compliance & Reporting

• Ensure compliance with regulatory requirements and internal policies.
• Prepare and present reports to management outlining risk assessments and mitigation strategies.
• Facilitate collation and creation of consumer protection regulatory reporting requirements for internal submission to Senior Management, Board, and the Central Bank of the UAE.

Consumer Protection Governance

• Develop clear understanding of Consumer Protection Regulations, their implications, and responsibilities towards the Bank's Governance requirements on Products & Services offered.
• Provide strategic and execution support on policy enhancements, new products, and process development related to consumer protection.
• Assist and facilitate Consumer Protection related risk and event/incident identification, support appropriate reporting, governance, action plan and tracking across the Bank, including non-UAE locations.
• Review Consumer Protection Regulation checklists, associated policies, and processes including the Bank's Consumer Protection Policy on a regular basis.
• Work with organizational stakeholders including Policy Owners and other Divisions across Mashreq to strengthen processes, policies, and governance established to uphold Consumer Protection requirements.

Stakeholder Engagement & Communication

• Collaborate with various departments, including legal, compliance, business, and operational teams, to ensure a cohesive approach to managing conduct risk.
• Provide guidance and advice on risk-related matters.
• Serve as focal point for stakeholder engagement with Compliance, Marketing, Shari'ah Governance, Legal, Risk, and Credit teams on regulatory matters.
• Provide consultative support to Retail Banking stakeholders on applicable interpretation of regulations and standards.
• Regularly communicate at organizational level on Consumer Protection requirements, setting tone from the top aligned with Mashreq Values and Complaint Management awareness.

Training, Awareness & Communications

• Develop and deliver training programs to enhance employee awareness of conduct risk issues, ethical practices, and regulatory requirements.
• Create and deliver training and communication campaigns for awareness specific to roles within UAE Retail Banking, CXCG, Credit, and Operations stakeholders.
• Provide strategic and execution support on Consumer communications and monitoring.

Consumer Insights & Improvement

• Analyze and identify Consumer Call/contact, feedback, and complaint reasons for root-cause analysis to address barriers on Consumer Products and Services, breaches of Consumer Protection Regulatory requirements, and topics on Consumer Education & Awareness.
• Improve disclosure and transparency material across consumer-facing content.
• Monitor and support appropriate reporting on consumer protection matters.

Qualifications & Experience

• Clear understanding of Consumer Protection Regulations and their implications for banking governance.

Skills & Competencies

• Strategic and execution capability on policy development and process improvement.
• Knowledge of regulatory frameworks, compliance, and governance requirements.
• Stakeholder engagement and cross-functional collaboration.
• Training and communication program development and delivery.
• Root-cause analysis and problem-solving.
• Report writing and management communication.