Consumer Vulnerability Manager

Job description

Job description

The Vulnerable Consumer Manager is a key role within the Consumer Banking UK (CBUK) Governance & Risk team in BOIUK sitting within the Conduct Risk Team. The role holder will be responsible for the oversight of the Vulnerable Consumer programme across the six Consumer Banking UK product streams.

The FCA published an Occasional Paper on Consumer Vulnerability in early 2015, they believe that many consumers in vulnerable circumstances are not receiving fair treatment from their financial services providers and are unable to obtain a flexible, tailored service that meets their needs. Financial services need to adapt to the changing circumstances that real life throws at people, realising that a flexible approach is necessary to meet the needs of our consumer. Vulnerability can come in a range of guises, and can be temporary, sporadic or permanent in nature and needs a flexible, tailored response from our business.

Staff must be trained to both identify and manage these consumers appropriately applying the required flexibility. Policies and products need to be designed with due consideration to all vulnerabilities and our services need to have appropriate levels of flexibility to adapt in response.

The role holder will work across CBUK interacting with roles across BOI Group at all levels, producing documentation for Executive level forums.

The role holder would be seen as a subject matter expert in this field and also a key point of contact for CBUK Staff maintaining relationships both within the Group, external bodies and charities. The role holder will be required to advise on Vulnerable Consumer issues throughout the end to end journey of the consumer across the CBUK product range.

Key Responsibilities:

·  Drive change through BOI UK Vulnerable Consumer Steering and working party, championing the Consumer, providing industry guidance, seen as a key decision maker
·  Subject matter expert working with 3rd parties within the industry and charity sector to ensure the Bank is aligned in its approach
·  Challenging MI reported across CBUK in relation to Vulnerable Consumers, analysing and identifying issues/risks and escalating through to Executive Level
·  Co-ordination of Vulnerable Consumer training and communication delivery to all identified staff groups and consumer groups

Desired profile

Essential Key Requirements:

·  Graduate calibre with at least five years background in financial services
·  At least 2 years` experience of working in Risk the environment
·  Proven experience of the working within the Consumer Banking UK arena
·  Strong ability to work autonomously, take responsibility and meet challenging deadlines
·  Highly organised, structured and professional approach
·  Ability to clearly and confidently communicate with staff, peers and managers up to Executive level across the Group

Desirable Key Requirements:

·  Excellent written, numerical, planning and verbal communications skills
·  Proven experience and expertise of negotiating and influencing at Executive level
·  Strong relationship management skills - experience of managing third parties in a risk environment
·  Strong attention to detail
·  Strong time management skills
·  Personal credibility and positive impact
·  Comfortable with ambiguity and change
Remuneration and benefits