Customer Outcome Governance Manager

1 month ago

United Kingdom JPMorgan Chase & Co. Full time

Customer Outcome Governance Manager

We know that people want great value combined with an excellent experience from a bank they can trust, so we launched our digital bank, Chase UK, to revolutionise mobile banking with seamless journeys that our customers love. We're already trusted by millions in the US and we're quickly catching up in the UK – but how we do things here is a little different. We're building the bank of the future from scratch, channelling our start-up mentality every step of the way – meaning you'll have the opportunity to make a real impact. 

As a Customer Outcome Governance Manager at JPMorgan Chase within the International Consumer Bank, you will be a part of a flat-structure organization. Your responsibilities are to deliver end-to-end cutting-edge solutions in the form of cloud-native microservices architecture applications leveraging the latest technologies and the best industry practices. You are expected to be involved in the design and architecture of the solutions while also focusing on the entire SDLC lifecycle stages.

Our Customer Outcome Governance Manager team is at the heart of this venture, focused on getting smart ideas into the hands of our customers. We're looking for people who have a curious mindset, thrive in collaborative squads, and are passionate about new technology. By their nature, our people are also solution-oriented, commercially savvy and have a head for fintech. We work in tribes and squads that focus on specific products and projects – and depending on your strengths and interests, you'll have the opportunity to move between them. 

While we’re looking for professional skills, culture is just as important to us. We understand that everyone's unique – and that diversity of thought, experience and background is what makes a good team, great. By bringing people with different points of view together, we can represent everyone and truly reflect the communities we serve. This way, there's scope for you to make a huge difference – on us as a company, and on our clients and business partners around the world.

Key responsibilities

  • Manage and oversee the production of annual assessment for Consumer Duty
  • Establish a Customer Outcomes governance framework to effectively monitor, assess and report on the delivery of customer outcomes across International Consumer Banking (ICB)
  • Define the charter and scope of a Customer Outcome Working Group to monitor and assess findings from outcome testing, product and service outcome KPIs and any other relevant inputs. Additionally, the Working Group should track the progress and effectiveness of remediations.
  • Develop outcome reporting templates (monthly, quarterly, and annually) for use with the business, Conduct Forum and the Board. Pilot the reporting approach and adapt based on learnings and feedback from the Board. 
  • Review outcome testing approach and outcome KPIs established during the Consumer Duty implementation period to assess effectiveness and make recommendations for uplifts if required.
  • Monitor regulatory changes within market and identify amendments to procedures 
  • Detailed understanding of FCA New Consumer Duty Regulation 
  • Establish the routine and undertake regular conduct risk reviews for new product and services for International Consumers
  • Support conduct lead on key priority areas for digital conduct focus, including Consumer Duty, AI, data, and vulnerable customers. 
  • Prepare papers and update for International Consumer Banking Conduct Forum on specific risk and control matters relating to management of digital conduct risk. 
  • Ensuring action plans are agreed, put in place & tracked to completion
  • Liaising with senior management across the IC, including the Senior Function Holders, to obtain views and input on the conduct risk environment and to provide regular assurance and updates regarding the coverage and output from monitoring reviews.
  • Deliver appropriate management information, both qualitative and quantitative, to monitor performance against customer outcomes, risk appetite, including the facilitation of deep dives

Candidate requirements

  • Skills/knowledge: Consumer Duty, outcome testing, retail banking, JIRA, Confluence, project management
  • Experience of working in a conduct role in regulated environment
  • Working knowledge of FCA regulatory requirements including consumer vulnerability guidance
  • Experience in a relevant area (Consumer Duty, Conduct, TCF, Outcome Testing, ideally in financial services) 
  • Supporting the delivery of the FCA guidance implementation plan
  • Strong written and verbal communication skills 
  • Strong analytical skillset, with the ability to systematically break down complex tasks into manageable, smaller units. 

#ICBCareer

#J-18808-Ljbffr

  • Governance Manager

    3 weeks ago

    United Kingdom Eames Consulting Full time

    Eames is currently working with an insurance company to hire a Governance Manager. This person will be responsible for supporting the underwriting team in the first line and developing the governance processes to ensure good customer outcomes. This role entails engagement with underwriters and acting as their first point of contact. Working knowledge of...

  • Governance Lead

    2 weeks ago

    United Kingdom Smart DCC Full time

    Salary Competitive Governance Lead. Location - London – Manchester – Nottingham - Hybrid working model. Competitive Salary plus benefits. Role. The Governance Lead is responsible for governing and assuring a small portfolio of 1-3 projects within DCC, ensuring operations carries out the planned change projects on time, with qualified resources to...

  • Data Management Governance and Quality Lead

    2 months ago

    United Kingdom Smart DCC Full time

    Governance Lead. Location - London – Manchester – Nottingham - Hybrid working model. Competitive Salary plus benefits. The Governance Lead is responsible for governing and assuring a small portfolio of 1-3 projects within DCC, ensuring operations carries out the planned change projects on time, with qualified resources to produce quality outcomes...

  • Technlogy Risk Governance Manager

    3 weeks ago

    United Kingdom Lorien Full time

    Role Title: Technology Risk Governance Manager Department: CIO Technology Location: London / Hybrid About the Role: The Technology Risk Governance Manager will be responsible for leading and managing our 1st line of defence Technology risk framework and strategy. The role will involve the identification, assessment, monitoring, and reporting of...

  • Governance Senior Manager

    1 month ago

    United Kingdom Diligenta Full time

    Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on positive change and...

  • Marketing Governance

    3 weeks ago

    United Kingdom Evelyn Partners Fund Solutions Limited Full time

    Marketing Governance & Regulations, Senior Manager Full-time Office Location: London Evelyn Partners is the UK’s leading integrated wealth management and professional services group,with over 186 years of experience in helping generations of people and businesses to thrive. We offer an extensive range of financial and professional services to...

  • Marketing Governance

    2 days ago

    United Kingdom Evelyn Partners Fund Solutions Limited Full time

    Marketing Governance & Regulations, Senior Manager Full-time Office Location: London Evelyn Partners is the UK’s leading integrated wealth management and professional services group,with over 186 years of experience in helping generations of people and businesses to thrive. We offer an extensive range of financial and professional services to...

  • Data Governance Manager

    5 days ago

    United Kingdom Digitalassetmanagementnews Full time

    Nationwide is establishing a data-driven culture across the Society that will support our business modernisation and transformation goals. We are looking for enthusiastic data professionals capable of embedding good data management practices across Retail Products. As a Data Governance manager, you will be at the forefront of this exciting initiative. ...

  • Operational Risk and Governance Senior Manager

    3 weeks ago

    United Kingdom Lorien Full time

    Role Title: Technology Risk Governance Manager Department: CIO Technology Location: London / Hybrid The Technology Risk Governance Manager will be responsible for leading and managing our 1st line of defence Technology risk framework and strategy. The role will involve the identification, assessment, monitoring, and reporting of operational and change...

  • Governance Manager

    3 weeks ago

    United Kingdom Eames Consulting Full time

    Eames is working with an Insurer who are seeking a Governance Manager for their London office. The individual will be the first line contact for the underwriting function regarding regulatory and legal matters. Core Responsibility: Establish and maintain consistent governance and management standards in the underwriting function, working with...

  • Motor Retail

    7 days ago

    United Kingdom Direct Line Insurance Group plc Full time

    Motor Retail – Pricing Outcomes and Incident Management Hybrid About Us: At Direct Line Group, insurance is just the start. Combining decades of industry experience with talented people in every field,we’rea customer-obsessed market powerhouse. And we all work together to be brilliant for customers, every single day. Pricing and Underwriting is a...

  • Governance Manager

    2 weeks ago

    United Kingdom Edenbrook Full time

    New Governance Manager opportunity working with a top-performing specialty insurer. You will be responsible for supporting the Head of Compliance, who also acts as the Company Secretary, in managing the activities of the Corporate Governance Function, overseeing the Governance Framework and supporting certain activities related to the Compliance function. ...

  • Governance Manager

    4 days ago

    United Kingdom Morgan Hunt UK Limited Full time

    Morgan Hunt are currently working with a Professional Membership Body in their search for a permanent Governance Manager to support the Head of Governance by ensuring governance activity is delivered effectively. You will be responsible for managing the governance team, while ensuring effective support is provided to the Trustee Board and Council. This...

  • Director, Customer Account Manager

    2 days ago

    United Kingdom Bloom Procurement Services Ltd Full time

    Strategic Account Director Permanent ~ Learning and development opportunities ~ Monday to Friday, flexible working ~ Homebased ~25 days holiday p.a. plus bank holidays and you can also buy up to 5 days, paid back over 12 months (Pro-rata), when you reach 2 years’ service this will rise to 26 days, then 1 day with each year of service up to 5 years ~...

  • Director, Customer Account Manager

    1 day ago

    United Kingdom Bloom Procurement Services Ltd Full time

    Strategic Account Director Permanent ~ Learning and development opportunities ~ Monday to Friday, flexible working ~ Homebased ~25 days holiday p.a. plus bank holidays and you can also buy up to 5 days, paid back over 12 months (Pro-rata), when you reach 2 years’ service this will rise to 26 days, then 1 day with each year of service up to 5 years ~...

  • Information Governance Manager

    24 hours ago

    United Kingdom Hays Full time €375

    Your new company You will be working for a large organisation who are within the public sector in Hertfordshire. Your new role Develop and maintain the organisation's strategy on information and records governance and leading a programme of works related to information management and data governance. Review data sharing agreements and supplier clauses...

  • Data Governance Manager

    2 days ago

    United Kingdom Car Care Plan Full time

    Car Care Plan, an AmTrust International business, are a leading provider of award-winning vehicle warranty and asset protection products to 1.2 million motorists across 75 countries worldwide. Our automotive protection expertise ensures dependable products, high customer satisfaction rates and successful motoring, through a straightforward, hassle-free...

  • Data Governance Manager

    3 days ago

    United Kingdom Car Care Plan Full time

    Car Care Plan, an AmTrust International business, are a leading provider of award-winning vehicle warranty and asset protection products to 1.2 million motorists across 75 countries worldwide. Our automotive protection expertise ensures dependable products, high customer satisfaction rates and successful motoring, through a straightforward, hassle-free...

  • Data Governance Manager

    6 days ago

    United Kingdom Recruit with Purpose Full time

    Do you want to design and lead a new data strategy? This Housing Association is looking to hire for a Data Governance Manager to introduce a new data framework and structure, working with autonomy across the business. You will join to be a visible Data Governance Manager tasked with mapping out where the business is at in terms of data. You’ll find out how...

  • Internal Governance

    1 month ago

    United Kingdom Diligenta Full time

    Diligenta's vision is to be acknowledged as Best in-class Platform based Life and Pensions Administration Service provider. Customer service is at the heart of everything we do and our aim is to transform our clients' operations. A business that has been described as 'home' by existing employees, we drive a culture that is founded on...