Assistant Manager – Conduct & Consumer Protection

Assistant Manager – Conduct & Consumer Protection

We are looking for a detail-oriented and customer-focused professional to join our Customer Experience team. This role supports the Bank’s Conduct Risk and Consumer Protection initiatives by developing and implementing frameworks that ensure fair treatment of customers and compliance with SBP regulations. The successful candidate will help embed a customer-centric culture throughout the organization, safeguarding customer interests across all stages 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 throughout the customer lifecycle.
- Review customer journeys to detect potential detriments, unfair practices, and service gaps.
- Conduct fairness assessments covering onboarding, servicing, complaints handling, financing, and collections.
- Establish conduct risk indicators, dashboards, and management reporting tools.
- Evaluate customer communications, disclosures, and marketing materials to ensure transparency and fairness.
- Perform thematic reviews focused on customer pain points, service risks, and vulnerable customer segments.
- Oversee the effective implementation of corrective actions arising from complaints, audits, and conduct reviews.
- Collaborate 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 detailed reports for management and the Board 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 conducting governance reviews, root cause analysis, and customer outcome assessments.
- Experience in Digital Banking, Fintech, or Retail Banking environments is highly preferred.
- Bachelor’s degree in Business Administration, Banking, Finance, Economics, Risk Management, Law, Compliance, or a related discipline.

Preferred Qualifications and Additional Skills

- An MBA or Master’s degree is preferred.
- Proficiency in complaint analytics, root cause analysis, and customer journey assessment.
- Expertise in governance and policy development, customer outcome monitoring, and management reporting.
- Advanced skills in Power BI and Excel for dashboard development.
- Strong understanding of regulatory compliance and risk management principles.

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

Applications are welcomed until October 26, 2026.