Senior Manager, Customer Conduct – Product Governance

• 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
• Support effective product lifecycle governance, policy compliance, management information and senior decision-making
• Draft, maintain and support the rollout of Customer Conduct Policy and guidance
• Provide commercially sensitive advice supporting compliant, customer-focused solutions
• Lead monitoring and oversight of the customer conduct risk profile through MI analysis, thematic reviews, governance reporting and board reporting
• Provide independent oversight and challenge of first-line activities, including emerging conduct risks, customer outcome risks, Product Governance issues, policy implementation, MI and remediation plans
• Interpret regulatory requirements and assess their impact on product lifecycle governance, customer outcomes, controls and Group-wide policy standards
• Provide business-focused challenge to Group projects and product areas
• Lead and coach Risk Specialist Managers and Assistant Managers
• Use insight, data and documentary evidence to support senior decision-making and demonstrate how customer and product risks are managed

• 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 experience bringing colleagues on the journey and supporting compliant, practical outcomes
• Ability to interpret complex regulatory requirements and translate them into language that is easy to understand and apply
• At least three years’ line management experience, leading and coaching colleagues, with strong delivery standards
• Confidence using evidence, insight, MI and data to support advice, challenge, governance reporting and senior decision-making
• Experience applying Consumer Duty or equivalent customer conduct requirements in insurance would be useful
• Experience preparing or using conduct and product governance MI to monitor risk, identify themes and influence senior decision-making would be useful
• Experience using data analysis to draw insights from a variety of sources would be useful
• Experience leading change in a function or embedding new tooling, standards or ways of working would be useful
• Experience working with product teams, risk teams or senior governance forums on customer outcome, product governance, fair value, risk appetite or control environment matters would be useful

Demonstrates expertise in banking conduct regulation, particularly in Consumer Duty and product governance, with a strong ability to interpret complex regulatory requirements and provide independent oversight. Proven experience in leading teams, drafting clear policies, and utilizing data insights for effective decision-making and governance reporting.

• Banking Conduct Regulation Expertise
• Product Governance
• Customer Conduct Policy Interpretation
• Independent Oversight in Risk Management
• Data Analysis for Governance Reporting

• Consumer Duty
• Product Lifecycle Governance
• Risk Management
• Policy Drafting
• Governance Reporting
• Thematic Reviews
• Management Information (MI) Analysis
• Regulatory Compliance
• Risk Appetite Assessment
• Change Management

• Collaboration
• Coaching
• Communication
• Leadership
• Problem-Solving

• Financial Services
• Customer Fair Value
• Conduct Risk
• Product Governance Issues
• Senior Decision-Making
• Compliance Role
• First-Line Activity Oversight
• Customer Outcome Risks
• Evidence-Based Decision Making
• Governance Standards