Assistant Manager – Conduct & Consumer Protection

We are looking for a detail-oriented and customer-focused Assistant Manager to join our Customer Experience team, supporting the Bank’s Conduct Risk and Consumer Protection initiatives. This role involves developing and implementing frameworks that ensure fair treatment of customers, enhance customer outcomes, identify conduct risks, and maintain compliance with SBP regulations. The successful candidate will help foster a customer-centric culture throughout the organization, safeguarding customer interests at every stage of the customer lifecycle.

Key Responsibilities

- Develop and maintain the Customer Conduct and Fair Treatment Framework to promote ethical practices.
- Implement conduct risk management strategies across all phases of the customer lifecycle.
- Analyze customer journeys to detect potential detriments, unfair practices, and service gaps.
- Conduct fairness assessments during onboarding, servicing, complaint handling, financing, and collections.
- Establish conduct risk indicators, dashboards, and reporting tools for effective management oversight.
- Review customer communications, disclosures, and marketing materials to ensure transparency and fairness.
- Perform thematic reviews focused on customer pain points, service risks, and vulnerable customer groups.
- Ensure timely implementation of corrective actions arising from complaints, audits, and conduct reviews.
- Collaborate closely with Compliance, Risk, Product, Marketing, Operations, Technology, and Legal teams to embed customer-centric controls.
- Lead awareness programs on customer fairness, conduct risk, and consumer protection across the Bank.
- Prepare comprehensive management and Board-level reports on conduct risk, customer outcomes, and consumer protection matters.
- Support SBP inspections, audits, and regulatory reviews related to customer treatment and consumer protection compliance.

Required Qualifications

- Minimum of 5 years’ experience in Conduct Risk, Compliance, Consumer Protection, Complaint Management, Service Quality, Risk Management, or related fields.
- Strong knowledge of SBP consumer protection regulations and customer fairness frameworks.
- Proven experience in governance reviews, root cause analysis, and customer outcome assessments.
- Bachelor’s degree in Business Administration, Banking, Finance, Economics, Risk Management, Law, Compliance, or a related discipline.

Preferred Qualifications and Skills

- Experience in Digital Banking, Fintech, or Retail Banking environments is highly desirable.
- Advanced degree such as an MBA or Master’s degree is preferred.
- Proficiency in complaint analytics, customer journey assessment, governance and policy development.
- Skilled in management reporting, dashboard development, and tools such as Power BI and advanced Excel.
- Strong understanding of regulatory compliance and risk management principles.

Raqami Bank is committed to equal opportunity employment and encourages applications from all qualified individuals, including Persons with Disabilities (PWDs). We strive to create an inclusive workplace where everyone has the opportunity to succeed.

Applications are welcome until October 26, 2026.