AVP – Head of Customer Complaints Resolution Unit

Overview

Resolution Hub Leadership & Escalation Management

• Lead the Resolution Hub, comprising the Complaints & Resolution Units and the Service Excellence & Escalation Management team.
• Own end-to-end resolution of complex, high-risk, and escalated customer issues, ensuring clear accountability, timely closure, and quality outcomes.
• Establish and govern escalation frameworks across frontline, operations, digital, and business units to ensure customer issues are resolved at the right level.
• Ensure resolution outcomes balance customer fairness, operational feasibility, policy alignment, and risk considerations.

Root Cause Analysis & Systemic Improvement

• Drive structured root-cause analysis across complaints, escalations, and service failures to identify systemic issues across journeys, products, processes, policies, and systems.
• Translate complaint and service quality insights into clear problem statements and recommendations for journey governance, service design, and process re-engineering teams.
• Partner with Journey Governance, Design, Digital, and Technology teams to ensure root causes are addressed through sustainable fixes rather than tactical workarounds.
• Track and monitor closure of systemic issues to prevent repeat complaints and service failures.

Service Quality Governance

• Define and govern service quality standards across frontline and operational units, ensuring consistency in service delivery regardless of channel or product.
• Monitor service quality performance across branches, contact centre, digital servicing, and back-office operations, identifying gaps and improvement opportunities.
• Ensure alignment between service standards, customer journey design, operational processes, and frontline capabilities.
• Lead continuous improvement initiatives to raise service quality maturity across the bank.

Data, Analytics & Reporting

• Oversee complaints and service quality data frameworks, including categorisation, tagging, root-cause attribution, and trend analysis.
• Ensure complaints and escalation data is accurate, timely, and fit for regulatory reporting, management reporting, and decision-making.
• Partner with CRM, analytics, and data teams to improve visibility of customer issues across the end-to-end lifecycle.
• Provide regular insights and reporting to senior management on complaints trends, service risks, and systemic issues.

Stakeholder Management & Leadership

• Act as a trusted senior partner to business heads, operations, digital, technology, and control functions on customer resolution and service quality matters.
• Influence senior stakeholders to prioritise customer outcomes and address root causes that cut across organisational silos.
• Build a strong, customer-centric culture within the Resolution Hub, balancing empathy, discipline, and accountability.
• Develop team capability in complaints handling, investigation, root-cause analysis, and service excellence.

Complaints & Regulatory Liaison

• Serve as the bank’s senior owner for customer complaints management, including oversight of all complaints received via branches, contact centre, digital channels, SANADAK, and other regulatory or external channels.
• Act as the primary interface with the Central Bank of the UAE and SANADAK on complaints-related matters, including regulatory reporting, data submissions, responses, reviews, and inspections.
• Ensure complaints handling frameworks, policies, processes, and outcomes meet regulatory, audit, and internal governance requirements.
• Lead audit engagements and regulatory reviews relating to complaints management, service quality, and resolution practices, ensuring timely remediation of findings.
• Ensure consistent application of fair-treatment principles and defensible decision-making across all complaint resolutions.

Education & Experience

• Bachelor’s degree in Business, Banking, Operations, or a related discipline.
• Postgraduate qualification or professional certification in customer experience, operational excellence, or service quality is an advantage.
• 10–15 years’ experience in complaints management, service quality, operations, or customer experience within banking or financial services.
• Proven experience engaging with regulators and managing complaints governance, audits, and regulatory reporting.
• Strong background in operational processes, customer journeys, and service delivery models.
• Demonstrated ability to lead cross-functional resolution and drive systemic change
• Knowledge of Arabic is an Advantage