Main Responsibilities:

• Develop, implement, and review internal consumer protection strategy and policies to align with BNR regulations.
• Act as the primary liaison with the BNR Consumer Protection Unit and ensure timely responses to regulatory requirements.
• Oversee consumer education and awareness programs to enhance customer knowledge of their rights and responsibilities.
• Advice and align with all departments on the initiatives to take to ensure full compliance with consumer protection regulations.
• Monitor and assess compliance with consumer protection regulations across all departments.
• Advocate for consumer rights within the bank and participate in national discussions on financial consumer protection policies.
• Lead the development and publishing of consumer protection reports and disclosures.

• Collaborate with internal teams (Compliance, Risk, Legal, and Customer Experience) to enhance consumer protection frameworks.
• Train bank staff on consumer protection policies and ethical customer treatment.
• Provide regular updates to senior management and the Board on compliance status, consumer complaints, and key trends.
• Ensure the resolution of consumer protection-related complaints and regulatory concerns effectively and promptly.

Daily Responsibilities. 

1. Engage with regulatory bodies and update policies as per new regulatory changes.
2. Review consumer complaints and track resolution timelines.
3. Coordinate staff training sessions and consumer awareness campaigns.
4. Prepare reports and presentations for management and regulatory submissions.
5. Ensure compliance monitoring across branches and digital banking and in all departments.

Educational qualifications and work experience:

1. Bachelor’s Degree in any business-related field
2. Professional Qualification - Customer Experience, Compliance
3. A master’s degree is an added advantage in any Business-Related field.
4. Minimum five (5) years’ experience in Legal services/ Customer Experience/ Banking Operations/ Audit/ Compliance experience