Manager, Sales Governance & Oversight

Job Purpose:

To lead and manage the governance framework for external sales agencies (specifically for Credit Cards and Mortgages), design and oversee internal and external incentive governance processes, and own the end-to-end vendor governance responsibilities for the Personal Banking Group (PBG). This role is critical in ensuring that all sales practices align with regulatory expectations, internal policies, and conduct risk standards.

Principal Accountabilities:

External Agency Governance (Credit Cards & Mortgages)

Establish and maintain a robust governance framework for third-party sales agencies.

Oversee periodic quality reviews, including:

• Call audits and scoring validation.
• Visa and documentation checks for agency staff.
• DNCR (Do Not Call Registry) compliance and telemarketing adherence.
• Monitoring of agency contract validity and renewal cycles.
• Complaints analysis and outlier performance reviews.

Collaborate with Business Development Managers (BDMs) and Risk teams to ensure agency performance aligns with internal standards and regulatory requirements

Incentive Governance (Internal & External)

Design and implement incentive structures that promote ethical sales behavior and customer-centric outcomes.

Ensure incentive plans are compliant with conduct risk frameworks and regulatory guidance.

Monitor incentive effectiveness and recommend adjustments to mitigate mis-selling or conduct risk.

Partner with HR, Sales, and Compliance to align incentive governance with broader organizational goals.

Vendor Governance (PBG-wide)

Own the governance of all vendors supporting PBG operations, including onboarding, performance monitoring, and contract compliance.

Lead periodic vendor reviews and risk assessments.

Ensure adherence to internal policies, service level agreements (SLAs), and regulatory obligations.

Act as the primary liaison between BRG and Procurement/Legal for vendor-related matters.

Conduct Risk Oversight

Monitor and assess behaviors across customer-facing teams to ensure alignment with ethical standards and regulatory expectations.

Identify and mitigate risks related to market conduct, mis-selling, and inappropriate customer interactions.

Support the implementation of the Market Conduct Policy to uphold fair consumer outcomes and protect market integrity.

Customer Experience Risk Management

Evaluate customer journeys and touchpoints to identify operational or behavioral risks that could negatively impact customer satisfaction.

Collaborate with product, service, and compliance teams to ensure customer-centric design and delivery of banking services.

Drive initiatives that enhance transparency, responsiveness, and personalization in customer interactions.

Stakeholder Engagement

Act as a key point of contact for internal audits, regulatory reviews, and customer complaints escalations.

Provide training and guidance to frontline staff on conduct risk awareness and customer experience standards.

Continuous Improvement

Lead reviews of conduct-related incidents and customer feedback to identify root causes and implement corrective actions.

Promote a culture of ethical behavior, accountability, and continuous learning across the organization.

Other

Expert understanding of CPR regulations.

Experience with Market Conduct-related initiatives & audits

Root-Cause Analysis skills and ability to turn issues into opportunities