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About the Role

As a Conduct Manager – Associate in the Conduct, International Consumer team, you will help strengthen our conduct risk and Consumer Duty framework and support colleagues in delivering good customer outcomes. You will assess risk, provide practical advice, and use evidence to identify improvements in products, services, processes, or customer journeys. Working collaboratively across the business, you will translate insight into clear actions and help embed a customer-centric decision-making culture.

Responsibilities

Support the ongoing implementation and enhancement of the Consumer Duty and conduct risk framework across International Consumer Business.
Build strong partnerships across Product, Operations, Compliance, Risk and Control functions to identify, assess and address risks to customer outcomes.
Support reviews of new and existing products, services and material business changes, providing effective challenge and insight on customer impact and conduct risk considerations.
Deliver thematic reviews and targeted assessments including against FCA best practices to identify emerging risks, customer harm, root causes and opportunities to improve customer outcomes.
Analyse complaints, incidents, customer feedback and management information to identify trends, emerging risks and preventative actions.
Develop, maintain and enhance conduct risk metrics and management information, ensuring insights are meaningful, actionable and support effective decision-making.
Support the preparation of Board, senior management and governance forum materials.
Leverage data analytics, automation and artificial intelligence to enhance conduct monitoring, reporting, efficiency and insight generation within appropriate governance frameworks.
Support in tracking agreed actions and remediation activity through to completion.
Support regulatory requests, audits, reviews and governance activities relating to Consumer Duty, conduct risk, corrections and customer outcomes.
Contribute to the development of conduct risk capability through guidance, training, knowledge sharing and lessons learned activities.

Requirements

Experience in conduct risk, customer outcomes, compliance, complaints, customer remediation, operational risk or a related role within a regulated environment.
Strong analytical and problem-solving skills, with the ability to interpret information, identify themes and make evidence-based recommendations.
Strong stakeholder management skills, with the ability to build collaborative relationships and work effectively across teams and levels.
Excellent written and verbal communication skills, including the ability to communicate complex information clearly and concisely.
Experience preparing management information, governance materials or reporting for senior stakeholders and governance forums.
Strong organisational skills, with the ability to manage competing priorities, coordinate activities across multiple stakeholders and deliver high-quality work to deadlines.
Experience using data and management information to support decision-making, continuous improvement and insight generation.
Interest in leveraging data, automation and emerging technologies, including AI, to improve reporting, efficiency and business outcomes.
Sound judgement, attention to detail and a proactive approach to identifying issues and driving solutions.
Knowledge of Consumer Duty, conduct risk management and FCA expectations relating to fair customer outcomes and customer vulnerability.
Experience conducting reviews, testing, thematic assessments or similar analytical activities.
Knowledge of retail banking products, customer journeys or customer experience frameworks.
Experience supporting regulatory reviews, audits or assurance activities.
Experience using data analytics, automation or AI-enabled tools to improve reporting, generate insights or enhance operational efficiency.

Skills

Conduct risk
Customer outcomes
Compliance
Complaints management
Customer remediation
Operational risk
Analytical skills
Problem-solving skills
Stakeholder management
Written communication
Verbal communication
Organisational skills
Data analysis
Automation
Artificial intelligence
Consumer Duty
FCA expectations
Retail banking products
Customer journeys
Customer experience frameworks
Regulatory reviews
Audits
Assurance activities
AI-enabled tools

Location

London
Edinburgh

Work Type

Full-time

Experience Level

Associate

About the Company

J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals and institutional investors.
Our first-class business in a first-class way approach to serving clients drives everything we do.
We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success.
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing.
Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers and employees up for success.

Equal Opportunity

We are an equal opportunity employer and place a high value on diversity and inclusion at our company.
We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy or disability, or any other basis protected under applicable law.
We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs.