Manager Regulatory Complaints

About the Role
As Manager, Regulatory Complaints, you’ll lead the management and resolution of complaints and queries received through a range of internal, regulatory, and external channels. You’ll manage a team responsible for delivering fair, timely, and effective outcomes, while helping provide superior customer experience. The role covers complaints and queries received from:

• Senior Executives, including the CEO, Head of International Wealth and Premier Banking and other senior leaders
• Media
• Regulators, including the UAE Central Bank and Dubai Financial Services Authority
• Wealth Inbox
• Customer Experience UAE Inbox
• Social media channels, including X and Facebook
• Distribution teams, including branches, Customer Service Units, Wealth, Contact Centre, Employee Banking Solutions, Telemarketing, Direct Sales and Collections

Key Responsibilities

• Lead the end-to-end management of regulatory, executive, media and customer complaints.
• Manage and develop colleagues within the Regulatory Complaints team.
• Ensure complaints are investigated thoroughly and resolved fairly, accurately and within applicable timeframes.
• Support the strategic ambition to be recognised as one of the world’s leading brands for customer experience.
• Identify control gaps and introduce effective checks across critical customer touchpoints.
• Help ensure the consistent delivery of excellent customer service across the Retail Banking and Wealth Management business.
• Work closely with colleagues across the bank, including Retail Banking and Wealth Management, Customer Value Management, Marketing, Branch Leadership, Operations, Technology, Compliance and Legal.
• Represent Customer Experience at oversight and governance meetings.
• Present customer feedback, complaint trends and root-cause analysis to senior management.
• Recommend remedial actions and monitor their implementation.
• Review wealth-management customer files, assess the impact of historic and current practices, and make evidence-based recommendations on appropriate outcomes.
• Provide subject-matter expertise and support the implementation of complaint resolutions.
• Contribute a Customer Experience perspective to product and process challenge meetings relating to wealth management.
• Use complaint insights to identify opportunities for process improvement and prevent repeat issues.

Experience and Qualifications

• A graduation degree is essential for obtaining a UAE visa and work permit. If your university certificate is from outside the UAE, up-to-date attestations and equivalency are also mandatory (Recognition of Higher Education Qualifications Issued Outside The UAE).
• Knowledge of personal banking products, services and procedures, including:
  • Assets and Wealth: accounts, demand deposits, investments and insurance
  • Lending: credit cards, personal loans, auto loans and home loans
  • Support services
  • Complaint handling
  • Financial crime and related controls
• Excellent written and verbal communication skills, including active listening.
• Fluency in written and spoken English.
• Experience in a customer-facing, customer service or complaints-handling role.
• A proven ability to build strong relationships with stakeholders at all levels.
• Strong investigation, judgement, problem-solving and decision-making skills.
• The ability to analyse trends, identify root causes and recommend practical improvements.
• Confidence presenting customer and regulatory insights to senior management and governance forums.
• Proficiency in using personal computers, laptops and digital workplace tools.

Benefits
The organization is committed to building a culture where everyone is valued, respected and able to contribute. The workplace offers continuous professional development, flexible working, and opportunities to grow across the organisation.