AVP, Complaints Management — Lead Customer Resolution

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 400,000 - 600,000; Full time

Job summary

First Abu Dhabi Bank (FAB) in the United Arab Emirates seeks an AVP, Complaints Management to lead the end-to-end customer complaints framework, ensuring timely resolution and regulatory compliance. You will head complaint handling teams, drive structured investigations, and coordinate with internal stakeholders to deliver fair outcomes.

You will monitor KPIs, manage escalation, support audits, and mentor staff, defining clear DOA-aligned processes to improve resolution quality and customer

Qualifications

• 3–5 years of experience in complaints management or a similar role.
• Experience leading teams and driving end-to-end investigations.
• Strong understanding of regulatory requirements and DOA processes.

Responsibilities

• Manage the complaint lifecycle from investigation to closure, ensuring timely resolutions within SLAs and regulator timelines.
• Coordinate cross-functional engagement to gather facts and execute compliant resolutions.
• Monitor progress and validate closure entries on the complaints platform.
• Provide inputs for root cause analysis to identify systemic issues and process gaps.
• Ensure clear, fair, and empathetic customer communications and support audits or reviews.

Skills

Leadership

Complaint handling

Regulatory compliance

Stakeholder management

Coaching

Job description

First Abu Dhabi Bank (FAB) in the United Arab Emirates seeks an AVP, Complaints Management to lead the end-to-end customer complaints framework, ensuring timely resolution and regulatory compliance. You will head complaint handling teams, drive structured investigations, and coordinate with internal stakeholders to deliver fair outcomes.

You will monitor KPIs, manage escalation, support audits, and mentor staff, defining clear DOA-aligned processes to improve resolution quality and customer