Summary: The role of Senior Programme Manager focuses on integrating FCA expectations regarding Consumer Duty and Vulnerable Customers within a large payments organization. The position requires strategic leadership to advocate for customer support and harm mitigation, ensuring an inclusive environment for retail customers at risk. The manager will collaborate with various teams to enhance customer experience and compliance with regulations. This role is pivotal in driving initiatives that support vulnerable individuals and align with the company's conduct risk appetite.

Key Responsibilities:

• Drive the integration of FCA expectations concerning Consumer Duty and Vulnerable Customers across the enterprise.
• Develop and implement strategies to support vulnerable customers, aligning with risk assessments and conduct risk appetite.
• Collaborate with cross-functional teams to synchronize business objectives with customer support initiatives.
• Advocate for Consumer Duty and vulnerable customers at all organizational levels.
• Support the UK CEO and CRCO as the leading voice for Consumer Duty within the organization.
• Propose and assess strategic decisions to enhance customer experience and reduce potential harms.
• Identify and prioritize improvement opportunities based on customer data and feedback.
• Ensure systems and processes consider the unique circumstances of vulnerable customers.
• Collaborate with legal and compliance teams to ensure adherence to relevant legislation and regulations.
• Support the implementation of customer-centric practices across the global organization.
• Lead the review of the customer base to understand customer needs and vulnerability characteristics.
• Assist in identifying foreseeable harms to vulnerable customers throughout their journeys.

Key Skills:

• Proven success in managing time-sensitive programmes within large financial services organizations.
• Strong understanding of Consumer Duty and customer vulnerability.
• Excellent communication and leadership abilities.
• Capacity to collaborate with diverse teams and drive change effectively.

Salary (Rate): 720

City: London

Country: United Kingdom

Working Arrangements: undetermined

IR35 Status: inside IR35

Seniority Level: Senior

Industry: Other