AVP, Complaints Management (Emiratized Role)

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

Job description

JOB SUMMARY / INTRODUCTION

The role holder is accountable for managing the end‑to‑end customer complaints framework at FAB, ensuring effective and timely resolution of customer complaints through direct leadership of complaint handling teams, by leading structured investigations, coordinating with internal stakeholders, and enforcing compliance with internal and regulatory requirements.
The role ensures accurate documentation, fair resolution, and proactive identification of recurring issues, while supporting delivery of complaint‑related KPIs and customer trust outcomes.

KEY RESPONSIBILITIES

• Manage the complaint lifecycle from investigation to closure, ensuring cases are resolved within agreed SLAs and regulator‑mandated timelines.
• Coordinate cross‑functional engagement to gather facts, align on decisions, and execute resolutions in line with Delegation of Authority.
• Monitor real‑time progress of open cases, ensure documentation accuracy, and validate closure entries on the complaints platform.
• Provide inputs for root causes analysis to identify systemic issues, and policy/process gaps supporting continuous improvement.
• Ensure customer responses are clear, fair, and empathetic while upholding regulatory and reputational standards.
• Contribute to internal governance forums and support preparation for internal/external audits or CBUAE reviews.
• Contribute to internal system enhancements by providing structured business requirements, participating in user testing, and validating solutions to ensure operational effectiveness and compliance readiness.
• Overall quality, timeliness, and completeness of complaint resolutions delivered by the team.
• Performance management of team members, including identification and escalation of underperformance, repeat quality gaps, SLA breaches, or noncompliance.
• Deliver clear guidance and leadership to the heads of complaint management units.
• Promote knowledge sharing, team coaching, and internal upskilling.
• Define explicit KPIs and performance metrics to ensure effective complaint resolution and service quality.
• Lead, coach, and supervise a team of complaint handling officers, ensuring workload distribution, productivity, and timely closures in line with SLAs and regulatory timelines.
• Review daily team outputs and closure quality to ensure accuracy, fairness, and adherence to complaint handling standards.
• Support escalation handling and guide frontline complaint officers in managing complex, sensitive, or regulatory complaints, ensuring corrective actions are implemented and tracked for issues identified through quality assurance reviews.
• Effective coordination with internal stakeholders.
• Identification of improvement themes and trends.
• Adherence to DOA and escalation protocol.
• Quality of response communication and customer experience.
• Flag overdue complaints, SLA/TAT breaches, and nonresponses from fulfilment units. Maintain escalation logs and actively track followups until closure, including regulatorsensitive, highrisk, and repeat complaints.
• Timely complaint resolution and accurate system updates.
• Continuous identification and prevention of repeat complaints.
• Active support for Head of Complaint Management on key forums and projects.
• Ongoing audit and control readiness in line with CPR.
• Enhanced customer experience through fair and transparent outcomes.
• Acts as the first level of quality and performance assurance for complaint handling teams, ensuring issues are addressed proactively before escalation.
• Operates within complaint handling policies, CPR requirements, and GCX governance frameworks, with authority to recommend corrective actions, performance escalations, or case escalations based on risk level and DOA thresholds.

REQUIREMENTS / QUALIFICATIONS

• Minimum Experience: 3–5 years
  
• Manage the complaint lifecycle from investigation to closure, ensuring cases are resolved within agreed SLAs and regulator‑mandated timelines.
• Lead structured investigations, coordinate with internal stakeholders, and enforce compliance with internal and regulatory requirements.
• Lead, coach, and supervise a team of complaint handling officers, ensuring workload distribution, productivity, and timely closures in line with SLAs and regulatory timelines.

About Us

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top‑tier financial solutions to our clients.

Life at FAB

Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world‑class organization

Career Development

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance‑based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.

Our Values

At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.

Join our team and be part of a journey to shape the future of banking.