About the Role
We are looking for a Government Escalation Advisor to join our Customer Experience team in the UAE. In this role, you will be the accountable UAE-based point of contact for complaints escalated through regulatory channels — including Sanadak (Central Bank of the UAE Ombudsman Unit) and the AECB Dispute & Complaints Management framework.
You will act as the reviewer and submitter of record for all regulator-facing case responses, ensuring that the company meets its obligations to CBUAE and other regulatory bodies with accuracy, quality and within required timelines. This is a compliance-critical role that carries personal accountability under UAE regulatory requirements. This role is on-site based in Dubai.
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Your Responsibilities
- Act as the company's designated UAE-based complaints reviewer and submitter for all cases raised through Sanadak and, as it goes live, the AECB Dispute & Complaints Management platform.
- Review case investigations and draft responses prepared by the Care Operations maker team, validate the quality, accuracy and completeness of the response, and submit final responses to the regulator within required timelines.
- Serve as the primary point of contact for direct calls, queries and clarifications from Sanadak, AECB and CBUAE case officers during business hours.
- Track and manage regulator-driven case SLAs; escalate any cases at risk of breach to the Head of Care Operations and Compliance ahead of time.
- Coordinate with the internal Care Operations team, Compliance, Product and Tech teams to ensure the underlying root cause of each escalated complaint is identified and, where relevant, remediated.
- Maintain complete and audit-ready case records for every regulator-facing case, including all correspondence, decisions and supporting evidence.
- Prepare periodic reports on regulator complaint volumes, resolution rates, SLA adherence and root-cause themes for internal governance and for CBUAE / regulator inspections.
- Support Care Operations and Compliance in responding to CBUAE audits and inspections, including providing the complaints team org chart, case samples and supporting documentation as requested.
- Flag process, product or policy gaps surfaced through regulator complaints and drive them to closure through the appropriate internal owners.
- Contribute to the continuous improvement of the company's complaint handling framework in the UAE, including SOPs, decision matrices, response templates and quality standards.
Your Expertise
- Bachelor's degree, ideally in Business, Law, Finance, or a related discipline.
- Minimum 3 years' experience in complaints handling, customer operations, compliance operations, or a regulatory-facing role — ideally within banking, fintech, BNPL, insurance, or another regulated financial services environment.
- Direct experience handling regulator escalations (Sanadak, CBUAE, SAMA, or equivalent) is strongly preferred.
- Native or fluent Arabic and strong professional English — both written and spoken.
- Strong written communication skills, with the ability to draft clear, factual, regulator-appropriate case responses.
- Sound judgment and the ability to make defensible decisions on case classification, remediation and compensation within a policy framework.
- Detail-oriented, structured, and able to operate under tight regulator-driven timelines.
- Comfortable coordinating across multiple internal teams and holding others to timelines without direct reporting authority.
- Familiarity with Salesforce or similar case management tools is a plus.
All qualified individuals are encouraged to apply.
