Senior Compliance Officer: Customer (Rewards) and Digital

To provide independent second-line oversight of customer outcomes across Personal and Private Banking (PPB), with a specific focus on Customer, Rewards and Digital domains. The role is responsible for identifying, interpreting, and escalating conduct and regulatory risk themes arising from Digital Channels, Customer experience, complaints trends, dispute outcomes, and Rewards-related activities. The role provides support at executive level, translating risk insights into actionable conduct risk themes requiring strategic intervention. It ensures that customer treatment is fair, transparent and defensible, and that emerging risks are proactively identified and addressed.

• Supports at Managing Executive and EXCO level, providing independent challenge on customer outcomes and conduct risk.
• Translate customer, complaints and other risk insights into conduct and regulatory risk themes requiring senior attention.
• Assess whether customer outcomes are fair, transparent and defensible.
• Maintain independence while influencing business decisions.
• Act as authoritative voice on customer treatment and reputational risk.
• Support execution of PPB Strategy as it relates to Customer, Digital and Reward proposition through oversight of regulatory and conduct risks.
• Provide input into PPB regulatory and reputational risk view based on ERC insights.
• Integrate complaints, disputes and customer experience data into a cohesive risk perspective.
• Enhance compliance methodology in customer outcome oversight.
• Provide oversight and challenge of customer engagement strategies and campaign design.
• Influence upstream decision-making to mitigate design-stage conduct risks.
• Monitor downstream outcomes including complaints and disputes.
• Provide timely compliance advice to senior stakeholders.
• Engage with senior stakeholders across Customer, Digital, Rewards, Consumer Products and Secured Lending.
• Build strong cross-functional relationships. Communicate compliance perspectives effectively at executive level.
• Analyse complaints and customer data to identify trends.
• Escalate material risks impacting fairness and reputation.

• Relevant Bachelor’s degree (Commerce, Risk, Legal or related field)
• Significant experience in compliance, conduct risk or risk management
• Experience engaging at senior governance forums
• Understanding of conduct risk frameworks and customer outcome principles
• Knowledge of SA regulatory environment (FSCA, NCR, SARB/PA)
• Strong data analysis and insight capability
• Ability to influence senior stakeholders
• Strong governance and reporting capability