AVP, Complaints Management — Drive Resolutions & Quality

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 180,000 - 300,000; Full time

Job summary

First Abu Dhabi Bank (FAB) is seeking an experienced Complaint Management lead to oversee the end-to-end handling of customer complaints in the UAE. You will direct complaint handling teams, drive investigations, coordinate with internal stakeholders, and ensure compliance with DOA, CPR, and regulator timelines.

You will focus on fair resolutions, accurate documentation, and proactive identification of recurring issues while supporting KPIs and internal audits.

Qualifications

• Minimum 3–5 years of experience in complaint handling.
• Experience managing end-to-end complaint lifecycle and SLAs.
• Experience leading complaint handling officers in line with DOA and regulatory timelines.

Responsibilities

• Manage the complaint lifecycle from investigation to closure within SLAs and regulator timelines.
• Lead structured investigations and coordinate with internal stakeholders.
• Ensure documentation accuracy and timely closure entries on the complaints platform.
• Provide inputs for root cause analysis to identify systemic issues.
• Oversee quality, timeliness, and completeness of resolutions.
• Coach and supervise complaint handling officers and monitor performance.
• Support audits and regulatory reviews.
• Define KPIs and drive continuous improvement.

Skills

Complaint management

Team leadership

Regulatory compliance

Stakeholder coordination

Quality assurance

Job description

First Abu Dhabi Bank (FAB) is seeking an experienced Complaint Management lead to oversee the end-to-end handling of customer complaints in the UAE. You will direct complaint handling teams, drive investigations, coordinate with internal stakeholders, and ensure compliance with DOA, CPR, and regulator timelines.

You will focus on fair resolutions, accurate documentation, and proactive identification of recurring issues while supporting KPIs and internal audits.