Job Description

To lead and manage the Bank’s Consumer Protection and Conduct Risk agenda, ensuring robust governance and alignment with regulatory expectations. By partnering with key stakeholders and overseeing the Mashreq Code of Conduct, the role drives compliance, awareness, and continuous improvement in consumer rights and conduct risk standards.

Key Result Areas

• Co-ordinate & communicate regular progress of Consumer Protection and Conduct related gap-assessments and implementations along with necessary escalation of roadblocks through necessary forum

• Directing and initiating appropriate remedial / mitigation actions as per discussions at the risk committees to ensure that significant risks/exposures are understood and managed efficiently and in a timely manner.

• Timely administration of Mashreq Code of Conduct, policies under ownership, framework and processes by engaging stakeholders / policy owners

• Eliminate risk to implementation timelines by mitigation of identified threats on risk events, gaps identified via internal/external reviews / audits, requirements emerging from Regulatory and strategic initiatives

• To provide focused, quality updates to support Senior Management and the Board to take decisions in shaping the strategy

• Design Consumer Protection & Conduct Risk Framework in alignment to the Enterprise Risk Management framework and co-own with Risk Management. Embed SME Market Conduct requirements within same framework

• Risk Appetite for Conduct Risk incl. submission of periodic reporting to the Risk committees including the Board

• Own and deliver the training and awareness with:

  • Develop and launch eLearning (Code of Conduct, Consumer Protection Regulations and Complaints Management & Resolution etc)

  • Design and deliver role-based trainings for Staff (incl. third party, Senior Management and the Board)

  • Periodic communications on Conduct standards, expectations etc throughout the organization

  • Development of training materials on better conduct judgement, decision making and asking the right questions across the customer lifecycle

  • Create resources for all Conduct and Consumer Protection resources and increasing awareness of related policies for Staff

• Involve within the root-cause analysis emerging from incidents, fraud reports, mis-sell cases and complaints to identify any gaps / deficiencies within existing policies and processes. Work with stakeholders to strengthen the controls / monitoring via enhanced RCSAs, KRI / KPI

• Critical review and challenge from CXCG end, representing the “Voice of Customer” on the new initiatives and third-party risk management governance from Retail perspective
• Ensure regular and transparent reporting of Consumer Protection and Conduct risk metrics both internally to the Senior Management, Board of Directors as well as to the Regulator
• ganizing Conduct & Consumer Protection forum to discuss key risks, share insights, outcome of reviews, assurance, audits and drive continuous improvement