Sr. Manager Governance & Conduct Client Experience.CXCG - MBP.Retail Banking Group-MBPKLTD

Job description

To lead and embed a strong governance and conduct framework across the bank, ensuring the fair treatment of customers, proactive management of conduct risk, and superior digital customer experience informed by actionable insights. In addition to this, a develop and lead a customer experience governance encompassing a range of initiatives, including voice of customer programs and customer insights, to evaluate experiences systematically and identify opportunities for enhancement.

Responsibilities

Establish and maintain a robust Conduct Risk & Governance Framework aligned with SBP guidelines and global best practices. Lead the Fair Treatment of Customers (FTC) program, ensuring customer-centric practices across all products and services. Monitor conduct risk indicators, complaints trends, and customer feedback, report findings to senior management and relevant committees. Collaborate with Compliance, Risk, Product, and Legal teams to ensure governance policies are embedded and effectively executed.

All CAF-related requirements should be met to ensure the bank maintains a satisfactory rating in annual assessments. Develop and implement Voice of Customer (VoC) programs, analyse customer insights, and recommend improvements in product and service delivery. Drive digital customer experience governance, ensuring app journeys and platform performances are seamless, compliant, and aligned with customer expectations. Client Experience Committees should be held regularly to identify CX and Conduct issues, and to oversee their resolution through established governance processes.

Qualifications

Knowledge

Regulatory frameworks, including SBP guidelines on conduct and fair treatment of customers. Aware of Customer Insights, survey techniques and NPS/CES methodologies. Digital banking operations and app-based customer journeys. Risk management, governance frameworks, and customer experience principles. Has conducted annual CAF assessment previously at a local Bank.

Skills

Strong analytical and problem-solving abilities. Excellent stakeholder management and influencing skills. Ability to interpret customer insights into actionable governance strategies. Effective communication and reporting skills for senior management and regulators. Fluent in excel and PowerPoint presentations.

Experience

Minimum 10 years in customer experience, risk, compliance, or governance related roles in banking or financial services. Prior experience in digital banking or fintech environments preferred. Proven track record in managing conduct risk, FTC, internal performance measures and VoC programs.