UAEN Only - Sr.Manager-Conduct Risk & Consumer Protection Mgmt.

The result areas have been divided into two distinct areas as described below:

Conduct Risk

• Develop and Implement Risk Strategies: Create, implement, and review strategies and policies to mitigate conduct risk within the organization, ensuring alignment with regulatory requirements and industry best practices.

• Risk Assessment and Monitoring: Conduct regular risk assessments, monitoring, and analysis of potential conduct risk areas within different business units. Develop procedures to detect and address potential risks.

• Policy and Procedure Management: Develop and maintain conduct risk policies and procedures, ensuring that they are communicated, understood, and implemented across the organization.

• Compliance and Reporting: Ensure compliance with regulatory requirements and internal policies. Prepare and present reports to management, outlining risk assessments and mitigation strategies.

• Training and Awareness Programs: Develop and deliver training programs to enhance employee awareness of conduct risk issues, ethical practices, and regulatory requirements.

• Collaboration and Communication: Collaborate with various departments, including legal, compliance, business, and operational teams, to ensure a cohesive approach to managing conduct risk. Provide guidance and advice on risk-related matters.

Consumer Protection

• Clear understanding of Consumer Protection Regulations along with its implications and responsibilities towards the Banks Governance requirements on Products & Services offered.

• Provide strategic and execution support on policy enhancements, new products and process development, Consumer communications, monitoring, reporting including submissions to the Senior Management, Mashreq Board, and the Central Bank of the UAE on Consumer Protection Regulation requirements.

• Assist and facilitate Consumer Protection related risk and event/incident identification, support on appropriate reporting, Governance, action plan and tracking across the Bank (including non-UAE locations)

• Remaining vigilant and identify potential breach of the Regulatory Standards and reporting them within the Operational Risk Framework of the Bank

• Actively involve in creating and delivery of training, communication campaigns for awareness specific to roles within the UAE Retail Banking, CXCG, Credit and Operations stakeholders.

• Remain focal point for stakeholder engagement i.e. Compliance, Marketing, Shari’ah Governance, Legal, Risk and Credit etc on Regulatory matters

• Provide consultative support to Retail Banking stakeholders applicable interpretation to the Regulation and Standards

• Regular review and Consumer Protection Regulation checklists, associated policies / processes including the Banks Consumer Protection Policy

• Facilitate the collation and creation of Consumer Protection Regulatory reporting requirements (i.e. internal to the Senior Management / Board within Mashreq and including Regulatory Reporting requirements)

• Work with Organization stakeholders including Policy Owners and other Divisions across Mashreq to strengthen process, policy and Governance established to uphold Consumer Protection requirements.

• Analyze and identify Consumer Call / contact, feedback, and complaint reasons for root-cause to address barriers on Consumer Products and Service, breach of Consumer Protection Regulatory requirements, topics on Consumer Education & Awareness and improvement of disclosure / transparency material across

• Regularly communicate at Organization level on Consumer Protection requirements, Senior Management / Board setting “Tone from Top”, Mashreq Values, Complaint Management awareness etc