Consumer Protection Manager (1)
Job Purpose:
To oversee and lead the Consumer Protection Office, ensuring compliance with regulatory requirements, advocating for consumer rights, and strengthening the bank’s consumer protection framework.
Main Responsibilities:
- Develop, implement, and review internal consumer protection strategy and policies to align with BNR regulations.
- Act as the primary liaison with the BNR Consumer Protection Unit and ensure timely responses to regulatory requirements.
- Oversee consumer education and awareness programs to enhance customer knowledge of their rights and responsibilities.
- Advice and align with all departments on the initiatives to take to ensure full compliance with consumer protection regulations.
- Monitor and assess compliance with consumer protection regulations across all departments.
- Advocate for consumer rights within the bank and participate in national discussions on financial consumer protection policies.
- Lead the development and publishing of consumer protection reports and disclosures.
- Collaborate with internal teams (Compliance, Risk, Legal, and Customer Experience) to enhance consumer protection frameworks.
- Train bank staff on consumer protection policies and ethical customer treatment.
- Provide regular updates to senior management and the Board on compliance status, consumer complaints, and key trends.
- Ensure the resolution of consumer protection-related complaints and regulatory concerns effectively and promptly.
- Daily Responsibilities:
- Engage with regulatory bodies and update policies as per new regulatory changes.
- Review consumer complaints and track resolution timelines.
- Coordinate staff training sessions and consumer awareness campaigns.
- Prepare reports and presentations for management and regulatory submissions.
- Ensure compliance monitoring across branches and digital banking and in all departments.
Educational qualifications and work experience:
- Bachelor’s Degree in any business-related field
- Professional Qualification – Customer Experience, Compliance
- A master’s degree is an added advantage in any Business-Related field.
- Minimum five (5) years’ experience in Legal services/ Customer Experience/ Banking Operations/ Audit/ Compliance experience
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