Head of Consumer Protection
Skills
About This Role
Job Summary
We are seeking an experienced and dynamic
Head of Consumer Protection
to lead and oversee the organization’s
Consumer Protection framework
within the
UAE Exchange Industry
.
The ideal candidate will be responsible for ensuring full
compliance with UAE Central Bank Consumer Protection Regulations
, strengthening customer fairness practices, managing complaint governance, and enhancing regulatory compliance standards across the business.
The role requires
extensive experience within Exchange Houses, Remittance, Banking, or Financial Services environments in the UAE
, with strong exposure to
regulatory compliance
,
conduct risk, customer complaint management, and consumer protection governance
.
Key Responsibilities
- Lead the implementation and oversight of the Consumer Protection framework in line with UAE Central Bank regulations.
- Ensure compliance with all applicable Consumer Protection Regulations and regulatory requirements.
- Develop, review, and enhance policies and procedures related to customer protection, complaints handling, disclosures, and customer conduct.
- Oversee customer complaint management processes and ensure timely investigation and resolution of escalated cases.
- Monitor business practices to ensure fair treatment of customers and regulatory compliance.
- Conduct risk assessments and identify potential consumer protection and conduct-related risks.
- Coordinate with Compliance, Operations, Risk, Audit, and Business departments to ensure regulatory alignment.
- Lead regulatory reporting and manage communications related to Consumer Protection matters.
- Support regulatory inspections, audits, and internal compliance reviews.
- Drive awareness and training programs related to Consumer Protection and customer conduct standards.
- Prepare management reports, dashboards, and compliance updates for senior leadership.
- Recommend process improvements to strengthen customer experience and regulatory adherence.
Requirements
- Bachelor’s Degree in Law, Finance, Business Administration, Compliance, or related field.
- Minimum 8–12 years of experience in Compliance / Consumer Protection / Regulatory Governance within UAE financial services.
- Mandatory experience in the UAE Exchange House / Remittance Industry.
- Strong working knowledge of:
• UAE Central Bank Consumer Protection Regulations
- Exchange House regulatory requirements
- AML/CFT regulations
- Complaint management frameworks
- Conduct risk and customer fairness principles
- Regulatory reporting and governance practices
- Proven experience handling regulatory audits and inspections.
- Strong leadership, analytical, and stakeholder management skills.
- Excellent communication and report-writing abilities.
Preferred Qualifications
- Professional certifications in Compliance, AML, Risk Management, or Governance are preferred.
- Previous experience managing Consumer Protection or Compliance teams within Exchange Houses or Banking institutions.
- Strong understanding of customer-centric regulatory frameworks and operational controls.
Employment Type - Full Time
Industry - Exchange House / Financial Services / Remittance
Preferred Candidate Location - UAE-based candidates preferred with relevant local market experience.
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