BBVA is a global company with more than 160 years of history that operates in more than 25 countries where we serve more than 80 million customers. We are more than 121,000 professionals working in multidisciplinary teams with profiles as diverse as financiers, legal experts, data scientists, developers, engineers and designers.
BBVA is a global financial group founded in 1857 with a customer-based approach. We have a strong position in Spain, are the top financial institution in Mexico, have leading franchises in South America and in the Sunbelt region in the United States, and are the major shareholder of BBVA Garanti, in Turkey.
Our purpose is to make the opportunities of this new era available to everyone. This purpose is focused on customers’ real needs: to provide the best solutions and help them to make the best financial decisions, through an easy and convenient experience.
Our bank is based on solid values: customer first, we think big, and we are a single team. Its responsible banking model seeks to achieve a more inclusive and sustainable society.
BBVA S.A. - Italian Branch is strengthening its regulatory and customer-focused governance through the reinforce of the Customer Compliance & Transparency area, reflecting expectations around consumer protection, market conduct, transparency, fairness, complaint governance and whistleblowing oversight.
This function will serve as the central point of oversight for customer-facing compliance topics, ensuring that all products, communications, and interactions align with regulatory duties toward customers and uphold the highest standards of fairness and transparency.
We are seeking an experienced and customer-centric Discipline Manager to build and manage this newly established area.
About the job:
In this role, you will develop and manage the second-line compliance discipline responsible for customer fairness and transparency obligations. You will ensure that the Digital Bank adheres to Italian consumer protection regulation, EU retail conduct expectations, transparency rules, and internal policies.
Key responsibilities
一 Design and manage the Customer Compliance & Transparency framework covering: fairness, transparency of products, marketing compliance, disclosures, fees and customer communication.
一 Support the Legal team with the handling, governance and oversight of bank-wide complaints handling from a Compliance perspective.
一 Ensure regulatory compliance with Bank of Italy provisions, EBA Guidelines on Consumer Protection, GDPR intersection points for customer-facing processes and product governance requirements.
一 Oversee the retail bank’s Whistleblowing Framework including investigation handling and reporting obligations to management.
一 Review and challenge product journeys, customer terms and conditions, marketing materials and sales practices for regulatory compliance and fairness.
一 Serve as the main point of contact for regulators and auditors on consumer-protection matters.
一 Oversee the effectiveness of the compliance control framework, ensuring appropriate mitigation of the relevant risks.
一 Monitor changes in consumer compliance regulations, provide guidance and coordinate implementation with internal stakeholders.
一 Implement group-wide policies, standards and procedures for the Italian retail business; develop compliance training and awareness programs for customer-facing functions.
一 Partner closely with Head of Compliance, Product, Legal, Risk, Customer Operations and Data Protection to embed fair-treatment principles throughout the customer lifecycle.
Our offer
You will be joining a multicultural and dynamic team in Milan (city center) with generous working from home policy, and be part of an established and expanding digital retail business in a global bank. We offer growth, learning and development opportunities including our internal “BBVA Campus”.
What are we looking for?
Academic background and previous experience
一 Academic degree in Law, Economics or comparable studies.
一 5+ years of experience in Compliance, Legal, Consumer Protection, Conduct Risk, Market Conduct or a similar regulatory field.
一 Strong understanding of Italian consumer protection laws, transparency requirements, and regulatory expectations for digital banking.
一 Experience with complaint handling governance, whistleblowing frameworks, or customer-facing compliance topics is highly desirable.
Skills
一 Excellent analytical and conceptual abilities to translate regulations into practical, customer-centric processes.
一 Strong communication and stakeholder-management skills, including the ability to challenge and influence.
一 High degree of integrity, discretion, and customer-first mindset.
一 Ability to work independently and build frameworks in a developing environment.
Languages
一 Italian: fluent
一 English: fluent
一 Spanish: would be a plus
Skills:
Customer Targeting, Empathy, Ethics, Innovation, Proactive Thinking