Consumer Duty Manager

PayPal; City Of London; On-site; GBP 60,000 - 90,000; Full time

Job summary

A leading financial technology company seeks a Consumer Duty Manager in London to oversee customer protection and ensure compliance with FCA regulations. The role involves data analysis, reporting to senior management, and fostering accountability. Candidates should have relevant regulatory experience and a strong understanding of customer outcomes. This position offers an opportunity to impact customer satisfaction and adherence to compliance standards.

Qualifications

• Strong understanding of the FCA's Consumer Duty expectations.
• Ability to analyze and interpret complex data sets.
• Experience with customer protection and governance.

Responsibilities

• Ensure first-line oversight of customer protection.
• Develop dashboards and reports for governance committees.
• Collaborate with stakeholders for customer outcome delivery.

Skills

Data analysis

Compliance knowledge

Stakeholder communication

Regulatory oversight

Education

Relevant degree or experience in regulatory compliance

Job description

Description

Your way to impact

The Consumer Duty Manager plays a critical role in ensuring strong first‑line oversight of customer protection and the delivery of good outcomes under the FCA’s Consumer Duty. The role is responsible for maintaining robust processes to monitor and evidence compliance, with a strong emphasis on data‑driven reporting and outcome metrics. They will lead the coordination and delivery of regular reporting packs, dashboards, and insights for governance forums, senior management, and regulatory stakeholders. By analysing key indicators such as customer service performance, complaints, value assessments, and support effectiveness, they provide clear visibility into how customer outcomes are being met. The role also supports the embedding of Consumer Duty principles across PayPal UK, helping to foster a culture of accountability and continuous improvement.

• Support with regularly reviewing and updating internal customer outcomes monitoring processes to reflect evolving regulatory expectations, business priorities, and operational needs, ensuring clear visibility of service quality, fairness, and value delivery.
• Assist with reviewing internal documentation, reporting outputs, and governance materials to ensure consistency with Consumer Duty expectations and support preparation for internal and external (e.g., regulatory) scrutiny.
• Use appropriate customer outcome metrics and performance indicators to assess adherence to Consumer Duty requirements, enabling timely identification and escalation of emerging risks or performance concerns.
• Collaborate with internal stakeholders to ensure effective first‑line oversight of customer outcome delivery across relevant business areas, supporting timely resolution of issues impacting customer experience, support, or value. Present regular outcome performance updates to PayPal UK’s senior management and governance forums.
• Support entity‑level reporting and assurance activity relating to Consumer Duty, partnering with the Compliance function and other internal assurance teams to ensure robust local oversight and evidencing of good customer outcomes.
• Assist with reviewing internal documentation, reporting outputs, and governance materials to ensure consistency with Consumer Duty expectations and support preparation for internal and external (e.g., regulatory) scrutiny.
• Monitor the delivery of customer outcomes across key business functions, with a focus on fair treatment, timely complaint resolution, and overall customer satisfaction, in alignment with the FCA Consumer Duty.
• Support functional areas in analysing and interpreting complex data sets to generate actionable insights for senior leaders and the PayPal UK Board on the effectiveness of customer outcomes oversight, highlighting areas of strength and opportunities for improvement in line with regulatory expectations.

Preparation for Governance Forums

• Provide detailed reports and insights for governance committees, including PayPal UK Outsourcing, Conduct and Customer Outcomes Committee (OCCO), UK ExCo, UK Audit, Risk and Compliance Committee (ARCC) and UK Board.
• Develop and present dashboards and summary reports on customer outcome performance, conduct‑related indicators, and alignment with FCA Consumer Duty requirements, providing clear insights to support effective oversight and decision‑making by senior leadership.
• Proactively elevate emerging risks, performance issues, or conduct concerns related to customer outcomes to the Consumer Protection Lead, UK COO and relevant governance forums as appropriate, ensuring timely resolution and alignment with Consumer Duty expectations.

Audit Preparation and Entity Service Support

• Support PPUK related regulatory and internal audit inspections.
• Support with the collation of UK related data, queries or remediation efforts relating to the services provided to PayPal UK.
• Drive continuous improvement in the monitoring processes required to meet business or regulatory needs.
• Work closely with UK Entity Service Owners (ESOs) to ensure all customer outcome monitoring activities and governance documentation are accurate, up to date, and compliant with regulatory and business requirements.
• Foster strong collaborative relationships with Global Functional Areas, particularly legal, compliance, technology, and customer service / complaints teams to support effective Consumer Duty implementation.
• Undertake ad‑hoc projects as assigned, including supporting framework enhancements, strengthening internal controls, and streamlining reporting and operational processes. Project priorities will be reviewed regularly to ensure timely completion of key initiatives impacting.
• Collaborate with UK Entity Service Owners (ESOs) to support the consistent delivery of services, ensuring ongoing oversight and adherence to regulatory obligations related to customer outcomes and fair treatment.

Preferred Qualification

Subsidiary : PayPal

Commitment to Diversity and Inclusion

PayPal provides equal employment opportunity (EEO) to all persons regardless of age, colour, national origin, citizenship status, physical or mental disability, race, religion, creed, gender, sex, pregnancy, sexual orientation, gender identity and / or expression, genetic information, marital status, status with regard to public assistance, veteran status, or any other characteristic protected by federal, state, or local law. In addition, PayPal will provide reasonable accommodations for qualified individuals with disabilities. If you are unable to submit an application because of incompatible assistive technology or a disability, please contact us at.