Senior Manager, Customer Conduct & Product Governance

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* JOB TITLE:

** Senior Manager, Customer Conduct & Product Governance
** SALARY:** £85,493 - £100,580
** LOCATION(S):
** Edinburgh, Leeds, Halifax, Birmingham, Bristol
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* HOURS:

** Full time
** WORKING PATTERN:
** Our work style is hybrid, which involves spending a minimum of two days per week, or 40% of our time at one of our Risk Hubs.
** About this opportunity:
** This is a unique opportunity to shape how millions of customers interact with their finances, and to help set the bar for good customer outcomes at a pivotal time in the Group’s strategic transformation.

The Customer and Product Policy team sets the guardrails for product design, servicing, monitoring and withdrawal, and is responsible for the customer policy guidance that supports good outcomes across the Group.

We’re seeking a Senior Manager in Customer and Product Policy to lead colleagues across the Group in translating regulatory requirements into clear, practical policy guardrails. The role will lead the design and embedding of product governance and fair value assessment tooling, provide expert guidance on product and customer policy interpretation, and drive a consistent, evidence-led approach to product lifecycle governance, conduct risk reporting and customer outcomes.
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* Key accountabilities:

*** Provide specialist advice on Customer Conduct policy interpretation, including Consumer Duty, product governance and customer fair value requirements.
* Lead the design and embedding of product governance and fair value assessment tooling, ensuring the approach supports effective product lifecycle governance, clear policy compliance, robust MI and senior decision-making.
* Draft, maintain and support the roll-out of the Customer Conduct Policy and guidance, ensuring requirements are clear, practical and aligned to regulatory expectations.
* Advocate for customers by providing concise, commercially sensitive advice that supports compliant, customer-focused solutions.
* Lead monitoring and oversight of the customer conduct risk profile through the analysis of conduct and Product Governance MI, thematic reviews, governance reporting and board reporting. Provide independent oversight and challenge of 1

LoD activities, including the identification, assessment, escalation and reporting of emerging conduct risks, customer outcome risks, Product Governance issues, policy implementation, management information and remediation plans.
* Interpret new and existing regulatory requirements accurately, anticipating the impact for product lifecycle governance, customer outcomes, controls and Group-wide policy standards.
* Provide constructive, business-focused challenge to Group projects and product areas, helping senior collaborators operate the Policy requirements   effectively and proportionately.
* Lead and coach Risk Specialist Managers and Assistant Managers, creating clarity on priorities and supporting delivery at pace.
* Use insight, data and documentary evidence to support senior decision-making and demonstrate how customer and product risks are being handled.
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* What you’ll need:

*** Expertise in banking conduct regulation and policy requirements, including Consumer Duty, product governance, product lifecycle governance, customer fair value and associated customer outcome expectations.
* At least ten years’ relevant experience in financial services, including at least five years in customer conduct, or product governance roles.
* At least five years’ experience in a second-line risk or compliance role, providing independent oversight and effective challenge of first-line activity.
* Strong drafting skills, with experience preparing clear, concise reports, policies or guidance for senior audiences.
* Excellent collaborator management skills, with…