Assistant Manager – Conduct & Consumer Protection

Raqami Islamic Digital Bank Ltd.; Karachi Division; On-site; PKR 2,500,000 - 4,200,000; Full time

Job summary

Raqami Islamic Digital Bank Ltd. seeks an Assistant Manager for Conduct & Consumer Protection in Karachi. The role focuses on embedding a customer-centric culture, identifying conduct risks, and ensuring SBP consumer protection compliance across the customer lifecycle.

The incumbent will develop frameworks, lead risk assessments, and coordinate with Compliance, Risk, Product, and Legal teams to drive fair treatment and transparent communications.

Qualifications

• Minimum 5 years of experience in Conduct Risk, Compliance, Consumer Protection, Complaint Management, Service Quality, Risk Management, or related areas.
• Experience within Digital Banking, Fintech, or Retail Banking environments is highly preferred.
• Strong understanding of SBP consumer protection requirements and customer fairness frameworks.
• Experience conducting governance reviews, root cause analysis, and customer outcome assessments.

Responsibilities

• Develop and maintain the Customer Conduct and Fair Treatment Framework.
• Implement conduct risk management practices across the customer lifecycle.
• Review customer journeys to identify customer detriment, unfair practices, and service gaps.
• Conduct customer fairness assessments across onboarding, servicing, complaints, financing, and collections.
• Establish conduct risk indicators, dashboards, and management reporting mechanisms.
• Review customer communications, disclosures, and marketing campaigns for fairness and transparency.
• Conduct thematic reviews on customer pain points and vulnerable segments.
• Ensure corrective actions from complaints, audits, and reviews are implemented effectively.
• Partner with Compliance, Risk, Product, Marketing, Operations, Technology, and Legal teams to embed controls.
• Lead customer fairness, conduct risk, and consumer protection awareness programs.
• Prepare management and Board-level reports on conduct risk and customer outcomes.

Skills

Customer Conduct Risk Management

Consumer Protection Regulations

Customer Fairness Frameworks

Complaint Analytics & Root Cause

Customer Journey Assessment

Governance & Policy Development

Customer Outcome Monitoring

Management Reporting & Dashboards

Power BI & Advanced Excel

Regulatory Compliance & Risk Mgmt

Education

Bachelor's degree in Business Administration, Banking, Finance, Economics, Risk Management, Law or Compliance

MBA or Master’s degree preferred

Job description

Job Title: Assistant Manager - Conduct & Consumer Protection

Department: Customer Experience

Job Overview

We are seeking a highly analytical and customer-focused professional to support the Bank's Conduct Risk and Consumer Protection agenda. The role is responsible for establishing, implementing, and monitoring frameworks that promote fair customer treatment, strengthen customer outcomes, identify conduct risks, and ensure compliance with SBP regulations and consumer protection requirements. The successful candidate will play a key role in embedding a customer-centric culture across the organization while safeguarding customer interests throughout the customer lifecycle.

Key Responsibilities

• Develop and maintain the Customer Conduct and Fair Treatment Framework.
  
• Implement conduct risk management practices across the customer lifecycle.
• Review customer journeys to identify customer detriment, unfair practices, and service gaps.
• Conduct customer fairness assessments across onboarding, servicing, complaints, financing, and collections processes.
• Establish conduct risk indicators, dashboards, and management reporting mechanisms.
• Review customer communications, disclosures, and marketing campaigns to ensure fairness and transparency.
• Conduct thematic reviews on customer pain points, service-related risks, and vulnerable customer segments.
• Ensure corrective actions arising from complaints, audits, and conduct reviews are implemented effectively.
• Partner with Compliance, Risk, Product, Marketing, Operations, Technology, and Legal teams to embed customer-centric controls.
• Lead customer fairness, conduct risk, and consumer protection awareness programs across the Bank.
• Prepare 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.

Experience Required

• Minimum 5 years of experience in Conduct Risk, Compliance, Consumer Protection, Complaint Management, Service Quality, Risk Management, or related areas.
• Experience within Digital Banking, Fintech, or Retail Banking environments will be highly preferred.
• Strong understanding of SBP consumer protection requirements and customer fairness frameworks.
• Experience conducting governance reviews, root cause analysis, and customer outcome assessments.

Educational Background Required

• Bachelor's degree in Business Administration, Banking, Finance, Economics, Risk Management, Law, Compliance, or a related discipline.
• MBA or Master’s degree preferred.

Skills & Competencies

• Customer Conduct Risk Management
• Consumer Protection Regulations
• Customer Fairness Frameworks
• Complaint Analytics & Root Cause Analysis
• Customer Journey Assessment
• Governance & Policy Development
• Customer Outcome Monitoring
• Management Reporting & Dashboard Development
• Power BI & Advanced Excel
• Regulatory Compliance & Risk Management

Raqami Bank is an equal opportunity employer. We welcome applications from all qualified individuals, including Persons with Disabilities (PWDs), and are committed to fostering an inclusive workplace where everyone has the opportunity to succeed.

Last date to apply: October 26, 2026.