Framework for Managing Customer-Centric Risk Appetite PPT

This PPT slide, part of the 92-slide Unlock the Power of Operational Risk Management PowerPoint presentation, presents a structured framework aimed at managing risk appetite across various business units. It emphasizes the importance of treating customers fairly, aligning with local regulations, and maintaining the integrity of the Group brand. The principles outlined suggest a commitment to transparency and accountability in customer interactions.

Under the "Headline risk appetite" section, the focus is on fair treatment of customers, with a clear stance against systemic issues that could harm the brand. Specific policies and limits are established to guide behavior, including a zero-tolerance approach to customer abuse and strict limits on mis-selling compensation payments.

The framework is divided into several key areas: Product design and marketing, Distribution, Customer complaints, Compliance, and Reporting. Each area has defined principles and policies that outline responsibilities and expectations. For instance, in product design, there is an emphasis on ensuring that products are not inherently unfair and that all marketing materials accurately represent risks.

In the distribution section, accountability for product distribution is highlighted, along with compliance checks to ensure that customers are not misled. The customer complaints section underscores the importance of timely resolution and ownership of issues, indicating a proactive approach to customer service.

Compliance is treated with equal seriousness, with commitments to adhere to regulations and address potential issues proactively. The reporting section indicates a commitment to keeping customers informed and maintaining thorough records, which is crucial for transparency and trust.

Overall, this slide serves as a comprehensive guide for organizations looking to implement a robust risk management framework that prioritizes customer relations and regulatory compliance.

This slide is part of the Unlock the Power of Operational Risk Management PowerPoint presentation.

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