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teamtailor

Complaints & Escalations Manager

Astra Tech
Dubai, UAE
Manager · 7–10 years experience
Discovered 6 days ago
Communication

Full Job Posting

Responsibilities

  • . Complaints & Escalations Management & Governance
  • Lead end-to-end management of complaints, escalations, social media and regulatory/Sanadak cases, ensuring clear ownership, timely resolution and fair, evidence-based outcomes.
  • Own and continuously improve the Complaints Management Framework, including standards for classification, investigation, SLAs, documentation, communication, escalation and closure.
  • Maintain appropriate complaint policies, controls and governance with Compliance, Risk, Legal and Operational Excellence, building a scalable model for wider Operations.
  • Regulatory Complaints & CBUAE/Sanadak Management
  • Act as the operational owner for CBUAE, Sanadak and other regulatory complaint cases.
  • Coordinate investigation, evidence, internal validation and response preparation with relevant business and control functions.
  • Ensure regulatory timelines, documentation, approvals and audit-ready records are maintained, escalating material risks where required.
  • Support the implementation of applicable CBUAE Consumer Protection requirements alongside the relevant regulatory and business owners.
  • Provide practical project-management and coordination support across relevant teams, helping track activities, owners, timelines, dependencies and outstanding actions.
  • Maintain visibility of implementation progress and highlight delays, dependencies or gaps requiring follow-up or escalation.
  • RCA, Remediation & Reporting
  • Own complaint RCA and remediation, identifying recurring issues and emerging risks and translating findings into clear corrective actions with accountable owners.
  • Track remediation through to effective closure and measure whether actions reduce repeat or recurring complaints.
  • Own complaints MI and provide clear, accurate reporting on volumes, trends, ageing, SLA/TAT, regulatory cases, RCA, remediation and emerging risks to senior leadership and governance forums.
  • Customer & Operational Improvement
  • Use complaint insights to identify customer pain points and drive improvements across processes, products, systems and customer journeys with relevant teams.
  • Use technology, automation and process simplification where appropriate to strengthen complaint management and reporting.
  • Lead and develop the complaints and escalations team and build strong cross-functional relationships to resolve complex or systemic issues.

Requirements

  • 7–10 years' experience in complaints management, customer escalations, dispute resolution or customer-facing operations within a regulated environment.
  • At least 3–5 years in a complaints, escalations, customer service or operations leadership role.
  • Strong experience managing complex/regulatory complaints, RCA, remediation and management reporting.
  • Financial services, fintech, banking, payments or lending experience strongly preferred.
  • Strong knowledge of UAE financial-services complaint-management expectations; CBUAE Consumer Protection and CBUAE/Sanadak experience highly advantageous.
  • Strong coordination and project-management capability, with experience supporting cross-functional regulatory, operational or customer-related change.
  • Strong analytical, investigative, people leadership and stakeholder-management skills, with the ability to present insights to senior audiences.
  • Comfortable with CRM, reporting, automation and technology platforms in a tech-first environment.
  • Excellent written and verbal communication skills for sensitive customer and regulatory matters.

Preferred Qualifications

  • Financial services, fintech, banking, payments or lending experience strongly preferred.

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