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Bankwide Vulnerability Lead

3 months ago

Edinburgh, United Kingdom NatWest Group Full time

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as our Bankwide Vulnerability Lead
- In this key leadership role, you’ll be responsible for leading and embedding a ‘one bank’ approach to achieve brilliant outcomes for our customers
- We’re getting ready to deliver the largest conduct and regulatory change initiative in over a decade - the Financial Conduct Authority’s new Consumer Duty
- We’ll look to you to establish the NatWest strategy for Customers in Vulnerable Situations, setting expectations and standards to be achieved in the way we support our customers
- Expect your voice to be heard, your passions to be harnessed, and your success to be rewarded and recognised with us

**What you'll do**:
As our Bankwide Vulnerability Lead, you’ll build a wide-ranging set of strategic external partnerships and relationships that ensure vulnerable customers thrive through banking with NatWest. We’ll expect you to work with business leaders to deliver through our existing business execution model, than through separate tactical initiatives.

Recognising that all customers can become vulnerable at different times in their financial lives and guided by the overarching principles of the FCA’s new Consumer Duty, you’ll work with our customer businesses to ensure that our products and services deliver as good an outcome for the vulnerable as any other customer, raising the standards of consumer protection and achieving great outcomes for our 19 million customers through a ‘one bank’ approach.

‘One Bank’ means we set each other up to win by thinking of solutions that could work across NatWest Group, and challenging each other to think further. It means being generous with our time so that everybody benefits. And when everyone thrives, we can move faster, we can solve multiple problems in one go, and we can do so in a way that means updates and changes in the future will be easier to do.

Your top priorities will include:

- Co-developing the strategy with business leaders and agreeing on execution plans to sustainably uplift standards consistently on the outcomes vulnerable customers receive
- Creating a business culture and mindset that understands, recognises and knows the appropriate action to take for vulnerable customers
- Supporting franchise Executive Committees with appropriate monitoring and insight their vulnerable customers receive, recommending appropriate actions as required
- Building a highly motivated, purpose-led team of vulnerability experts that help business leaders understand the standards and frameworks
- Developing and using segmented customer data and insights to create improved support and interventions for customer outcomes, ensuring NatWest is in line with regulatory expectations

**The skills you'll need**:
To succeed in this role, you’ll need relevant conduct or vulnerability qualifications and professional standards, such as a Diploma in Compliance from International Compliance Association and a certification from UK Finance and Money Advice Trust Vulnerability Academy. As a seasoned professional, with a background of leading customer experience change or product management, your experience will include a track-record of scale execution across a major, mass-market firm. With your expertise in regulatory expectations, we’ll look to you to facilitate the choices and options to support vulnerable customers.

Along with the ability to bring diverse teams and people together at all levels in the bank, through positive influencing skills, to deliver, you’ll also be a confident operator at the Board and Executive Committee levels.

You’ll also demonstrate:

- Scale leadership experience across customer facing or product teams
- Excellent problem solving and analytical skills
- Technical knowledge along with astute business and commercial expertise
- Critical thinking skills, enabling you to cut through complexity, and make sound decisions and recommendations that are carefully balanced against risk