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Conduct indicators for fair customer outcomes
Wednesday, 6 October 2021 10:00 AM SAST

Past Event

Virtual - Webinar

Event language: English

6 Oct. 2021

Wednesday, 10:00 am SAST

Conduct indicators for fair customer outcomes

Insights on the expectations and experience of market conduct measurement, monitoring, testing and oversight with specific focus on fair customer outcomes.

Download our post webinar insights summery

Deloitte along with Kershia Singh: Head of Department| Market, Customer & Inclusion Research (FSCA) and Nicola Vincent: Deloitte UK Director| formerly of the UK Financial Service Authority shared insights on the expectations and experience of market conduct, measurement, monitoring, testing and oversight with specific focus on fair customer outcomes.

Most organisations have implemented the foundational elements for their market conduct programme. The focus, however, has now shifted to measuring and monitoring the conduct compliance and the ability to demonstrate fair customer outcomes. 

This is a central tenant of the market conduct regulation, but presents challenges when implementing these programmes– what to measure, what to monitor, what data to use, what is a fair outcome, what to do with the findings, and what will the FSCA expect?

Some of the key insights that where discussed include:

  • The approach to conduct monitoring and outcomes testing
  • The research undertaken by the FSCA to inform their approach to a framework informing the measurement of customer outcomes
  • The latest on the Omni-CBR, taking into account the current insurance focused CBR
  • The UK FCA expectations on conduct monitoring and outcomes testing lessons as well learned from the UK experience

To learn more about how to build a robust market conduct programme, download our post webinar insights summary here.

We hope you find the information valuable and do not hesitate to get in touch regarding shaping the next steps in your market conduct journey.

Facilitators

Nicky Kingwill

Deloitte - South Africa
Nicky has 13 years of financial services experience, delivering audit and advisory services to the financial services industry. Nicky drives the Deloitte Africa Centre for Regulatory Strategy. Nicky focuses on Conduct Risk in the financial services space.
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Dean Chivers

Deloitte - South Africa
Dean Chivers is the Regulatory Risk Leader within the Forensic & Regulatory Solutions team at Risk Advisory Africa. Dean has been an admitted attorney for more than 20 years and has been involved in various commercial law projects. Dean has significant experience in developing and implementing regulatory compliance frameworks and processes as well as developing technology products to support regulatory compliance frameworks and processes, including an e-learning tool.
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Nompumelelo Dube

Deloitte - South Africa
Nompumelelo has recently joined Deloitte, having worked as a Regulatory and Conduct Risk Manager for one the country’s national Banks. Her expertise has spanned across core Financial Services Regulatory requirements imposed by Banking and Consumer Law. She’s spent the past five years applying this regulatory risk management expertise to Technical ( Software, Platform and Interface); Data and Telecommunications operations. She’s led a team of regulatory specialists, as well as built and scaled regulatory programmes for the specialist areas mentioned above. Her experience has embedded regulatory and conduct risk to product and solution design, implementation advisory and post implementation review and monitoring. She has developed Regulatory and Conduct risk management programmes including discipline appropriate, targeted training to enable the creation of the correct culture within financial services organisations. Her general regulatory risk experience includes banking law; consumer law, payments regulation, privacy law; electronic communications law; electronic transactions and company law. She’s also developed strategy; operating model and Governance structures within Regulatory and Conduct Risk Management.
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