JPMorgan Chase & Co.
Conduct Manager - Associate
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Make a meaningful difference to how customers experience financial services.
Join our Conduct team and help us turn regulatory expectations into practical decisions that deliver fair, positive outcomes. You will work with colleagues across International Consumer, using insight and constructive challenge to strengthen products, services, and customer journeys. This is an opportunity to broaden your expertise, influence change, and contribute to a trusted, customer-focused culture.
Job summary
As a Conduct Manager – Associate in the Conduct, International Consumer team, you will help us strengthen our conduct risk and Consumer Duty framework and support colleagues in delivering good customer outcomes. You will assess risk, provide practical advice, and use evidence to identify where products, services, processes, or customer journeys can improve. Working collaboratively across the business, you will turn insight into clear actions and help embed a culture in which customers’ needs are central to decision-making.
Job responsibilities
- Support the ongoing implementation and enhancement of the Consumer Duty and conduct risk framework across International Consumer Business.
- Build strong partnerships across Product, Operations, Compliance, Risk, and Control functions to identify, assess, and address risks to customer outcomes.
- Support reviews of new and existing products, services, and material business changes, providing effective challenge and insight on customer impact and conduct risk considerations.
- Deliver thematic reviews and targeted assessments including against FCA best practices to identify emerging risks, customer harm, root causes, and opportunities to improve customer outcomes.
- Analyse complaints, incidents, customer feedback, and management information to identify trends, emerging risks, and preventative actions.
- Develop, maintain, and enhance conduct risk metrics and management information, ensuring insights are meaningful, actionable, and support effective decision-making.
- Support the preparation of Board, senior management, and governance forum materials.
- Leverage data analytics, automation, and artificial intelligence to enhance conduct monitoring, reporting, efficiency, and insight generation within appropriate governance frameworks.
- Support in tracking agreed actions and remediation activity through to completion.
- Support regulatory requests, audits, reviews, and governance activities relating to Consumer Duty, conduct risk, corrections, and customer outcomes.
- Contribute to the development of conduct risk capability through guidance, training, knowledge sharing, and lessons learned activities.
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Required qualifications, capabilities, and skills
- Experience in conduct risk, customer outcomes, compliance, complaints, customer remediation, operational risk, or a related role within a regulated environment.
- Strong analytical and problem-solving skills, with the ability to interpret information, identify themes, and make evidence-based recommendations.
- Strong stakeholder management skills, with the ability to build collaborative relationships and work effectively across teams and levels.
- Excellent written and verbal communication skills, including the ability to communicate complex information clearly and concisely.
- Experience preparing management information, governance materials, or reporting for senior stakeholders and governance forums.
- Strong organizational skills, with the ability to manage competing priorities, coordinate activities across multiple stakeholders, and deliver high-quality work to deadlines.
- Experience using data and management information to support decision-making, continuous improvement, and insight generation.
- Interest in leveraging data, automation, and emerging technologies, including AI, to improve reporting, efficiency, and business outcomes.
- Sound judgement, attention to detail, and a proactive approach to identifying issues and driving solutions.
Preferred qualifications, capabilities, and skills
- Knowledge of Consumer Duty, conduct risk management, and FCA expectations relating to fair customer outcomes and customer vulnerability.
- Experience conducting reviews, testing, thematic assessments, or similar analytical activities.
- Knowledge of retail banking products, customer journeys, or customer experience frameworks.
- Experience supporting regulatory reviews, audits, or assurance activities.
- Experience using data analytics, automation, or AI-enabled tools to improve reporting, generate insights, or enhance operational efficiency.
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This role can be based in either London or Edinburgh.
#ICBCareers
J.P. Morgan is a global leader in financial services, providing strategic advice and products to the world’s most prominent corporations, governments, wealthy individuals, and institutional investors. Our first-class business in a first-class way approach to serving clients drives everything we do. We strive to build trusted, long-term partnerships to help our clients achieve their business objectives.
We recognize that our people are our strength and the diverse talents they bring to our global workforce are directly linked to our success. We are an equal opportunity employer and place a high value on diversity and inclusion at our company. We do not discriminate on the basis of any protected attribute, including race, religion, color, national origin, gender, sexual orientation, gender identity, gender expression, age, marital or veteran status, pregnancy, or disability, or any other basis protected under applicable law. We also make reasonable accommodations for applicants’ and employees’ religious practices and beliefs, as well as mental health or physical disability needs. Visit our FAQs [https://careers.jpmorgan.com/us/en/how-we-hire/faqs] for more information about requesting an accommodation.
Our professionals in our Corporate Functions cover a diverse range of areas from finance and risk to human resources and marketing. Our corporate teams are an essential part of our company, ensuring that we’re setting our businesses, clients, customers, and employees up for success.
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