Government Compliance Advisor (Emirati National)
Role Overview
The advisor is the UAE-based point of contact for complaints escalated through regulatory channels, including Sanadak and the AECB Dispute & Complaints Management framework.
The role reviews and submits regulator-facing case responses and carries accountability under UAE regulatory requirements.
Key Skills for This Role
Full Job Posting
About Tamara
Tamara is a fintech platform serving customers and merchants across Saudi Arabia and the GCC in sectors including retail, travel, education, and healthcare.
The company says it is backed by Sanabil Investments, SNB Capital, and other investors, and operates from Riyadh with regional and global support offices.
Role overview
The advisor is the UAE-based point of contact for complaints escalated through regulatory channels, including Sanadak and the AECB Dispute & Complaints Management framework.
The role reviews and submits regulator-facing case responses and carries accountability under UAE regulatory requirements.
Workplace
- The role is on-site in Dubai.
Responsibilities
- Review and submit responses to cases raised through Sanadak and, when live, the AECB dispute and complaints platform.
- Validate investigation quality, accuracy, and completeness before submitting final regulator responses within required timelines.
- Handle direct calls and queries from Sanadak, AECB, and CBUAE case officers during business hours.
- Monitor case SLAs and escalate cases at risk of breach.
- Coordinate with Care Operations, Compliance, Product, and Tech to identify and remediate complaint root causes where relevant.
- Maintain audit-ready case records, including correspondence, decisions, and supporting evidence.
- Report on complaint volumes, resolution rates, SLA adherence, and root-cause themes for governance and inspections.
- Support CBUAE audits and inspections with requested team information, case samples, and documentation.
- Flag process, product, and policy gaps and drive them to closure with internal owners.
- Improve complaint-handling SOPs, decision matrices, response templates, and quality standards.
Experience and qualifications
- At least three years of experience in complaints handling, customer operations, compliance operations, or a regulatory-facing role.
- A bachelor's degree is requested, ideally in Business, Law, Finance, or a related discipline.
- Experience in banking, fintech, BNPL, insurance, or another regulated financial-services environment is described as ideal.
- Direct experience with Sanadak, CBUAE, SAMA, or equivalent regulator escalations is strongly preferred.
Languages and professional skills
- Native or fluent Arabic and strong professional English, both written and spoken.
- Strong written communication for clear, factual, regulator-appropriate responses.
- Sound judgment for defensible case-classification, remediation, and compensation decisions within policy.
- Detail-oriented, structured working style and ability to meet regulator-driven timelines.
- Ability to coordinate across teams and hold others to timelines without direct reporting authority.
- Familiarity with Salesforce or similar case-management tools is a plus.
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