Bank of China
Senior Officer - Personal Banking (Consumer Duty)
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About the role
Personal Banking department oversees debit and credit card operations, and provides back office support to the Bank's branches. As a Senior Officer - Personal Banking (Consumer Duty), you will be undertaking activities across mortgage intermediaries, student prime customers, MI production, Consumer Duty implementation, marketing materials design and maintenance to support the team’s and department’s growth. This is a full-time permanent position.
Key responsibilities
- Conduct comprehensive market research to identify trends, opportunities, and competitive risks
- Prepare and present regular Management Information (MI) and reports on business performance, market conditions, and strategic initiatives to Senior Management when necessary
- Produce high-quality documentation around local UK policy and procedures
- Coordinate with relevant internal stakeholders and retail branches to create marketing campaigns that drive customer engagement and acquisition in that product set
- Collaborate with Head Office and the broader Bank of China (BOC) Group network for cross-border marketing
- Create and regularly review customer-facing documents and marketing materials to ensure compliance with regulations
- Act as the department’s primary contact for responding to memos, requests, and inquiries from Head Office, Senior Management, and internal stakeholders in support of their assigned product set, such as mortgage intermediaries and our student prime offering
- Collaborate effectively throughout the Bank to develop a suitable control framework for risk management in their assigned duties and responsibilities
- Coordinate the implementation of Consumer Duty requirements across relevant business activities, including arranging regular Consumer Duty Forum meetings, tracking actions, communicating with relevant stakeholders, collating MI, and preparing reports to relevant committees and the Board
- Other tasks as assigned when required
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Requirements
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- Degree educated in Finance, Economics, Accounting, Business, or other relevant subject
- Proven track record in customer-focused roles, ideally within the Financial Services or Banking industries
- Experience supporting or delivering Consumer Duty programmes is preferred
- Good knowledge of Retail Banking products
- Good knowledge of Consumer Duty requirements
- Knowledge of regulatory compliance requirements is preferred
- Excellent communication skills
- Fluency in Mandarin is a plus
- Excellent report writing skills
- Proficient in MS Office (Word, Excel, PowerPoint)
- Team player and able to build relationships across different stakeholders
- Highly organised
- Attention to detail
- Analytical and problem solver with ability to deliver practical solutions
- Negotiation skills
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