Complaints And Escalations Manager

Astra Technologies; Dubai; On-site; AED 300,000 - 550,000; Full time

Job summary

Astra Technologies in Dubai is seeking an experienced Complaints & Escalations Manager to lead the function across Customer Service and Operations. You will own end-to-end complaints management, regulatory matters, RCA and remediation, building a scalable governance model and managing a small team of specialists.

The role requires strong stakeholder management, UAE financial services experience and hands-on project coordination with cross-functional teams.

Qualifications

• 7–10 years experience in complaints management or related operations within a regulated environment.
• 3–5 years in a complaints, escalations, customer service or operations leadership role.
• Experience with complex/regulatory complaints, RCA and remediation.
• Financial services, fintech, banking, payments or lending experience strongly preferred.
• Strong knowledge of UAE financial-services complaint-management expectations including CBUAE Consumer Protection and CBUAE/Sanadak experience advantageous.
• Strong coordination and project-management capability, with cross-functional regulatory, operational or customer-related change.
• Strong analytical, investigative, people leadership and stakeholder-management skills, with the ability to present insights to senior audiences.
• Comfortable with CRM, reporting, automation and technology platforms in a tech-first environment.
• Excellent written and verbal communication skills for sensitive customer and regulatory matters.

Responsibilities

• Lead end-to-end management of complaints, escalations, social media and regulatory cases.
• Own and continuously improve the Complaints Management Framework and its standards.
• Maintain governance with Compliance, Risk, Legal and Operational Excellence, building a scalable model.
• Act as the operational owner for regulatory complaint cases (CB UAE/Sanadak).
• Coordinate investigation, evidence, internal validation and response preparation with relevant functions.
• Ensure regulatory timelines, documentation, approvals and audit-ready records are maintained.
• Support implementation of applicable CBUAE Consumer Protection requirements across functions.
• Provide practical project-management and coordination support across teams.
• Maintain visibility of progress and escalate delays or gaps requiring follow-up.
• Own RCA and remediation, translating findings into corrective actions with owners.
• Track remediation through to closure and measure impact on recurring complaints.
• Own complaints MI and report volumes, trends, ageing, SLA/TAT and regulatory cases to leadership.
• Use insights to identify customer pain points and drive improvements across processes and journeys.
• Leverage automation to strengthen complaint management and reporting.
• Lead and develop the complaints and escalations team and build cross-functional relationships.

Skills

Complaints management

Escalations leadership

Regulatory compliance

Stakeholder management

Project management

Data analysis

Team leadership

Tools

CRM systems

Reporting tools

Job description

Role Summary

We are looking for an experienced Complaints & Escalations Manager to lead the Complaints and Escalations function, initially within Customer Service and progressively across the wider Operations organisation.

The role will own the end-to-end Complaints Management Framework across customer complaints, escalated and sensitive cases, social media escalations and CBUAE/Sanadak matters.

Beyond case management, the role will drive regulatory adherence, RCA, remediation, governance and reporting, lead a team of approximately four specialists, and work closely with Operations, Product, Technology, Legal, Risk, Compliance and Operational Excellence.

The role will also support the coordination and implementation of applicable CBUAE Consumer Protection requirements, working with the relevant regulatory and business owners to help track actions, dependencies and delivery across functions.

Responsibilities

• Lead end-to-end management of complaints, escalations, social media and regulatory/Sanadak cases, ensuring clear ownership, timely resolution and fair, evidence-based outcomes.
• Own and continuously improve the Complaints Management Framework, including standards for classification, investigation, SLAs, documentation, communication, escalation and closure.
• Maintain appropriate complaint policies, controls and governance with Compliance, Risk, Legal and Operational Excellence, building a scalable model for wider Operations.
• Act as the operational owner for CBUAE, Sanadak and other regulatory complaint cases.
• Coordinate investigation, evidence, internal validation and response preparation with relevant business and control functions.
• Ensure regulatory timelines, documentation, approvals and audit-ready records are maintained, escalating material risks where required.
• Support the implementation of applicable CBUAE Consumer Protection requirements alongside the relevant regulatory and business owners.
• Provide practical project-management and coordination support across relevant teams, helping track activities, owners, timelines, dependencies and outstanding actions.
• Maintain visibility of implementation progress and highlight delays, dependencies or gaps requiring follow-up or escalation.
• Own complaint RCA and remediation, identifying recurring issues and emerging risks and translating findings into clear corrective actions with accountable owners.
• Track remediation through to effective closure and measure whether actions reduce repeat or recurring complaints.
• Own complaints MI and provide clear, accurate reporting on volumes, trends, ageing, SLA/TAT, regulatory cases, RCA, remediation and emerging risks to senior leadership and governance forums.
• Use complaint insights to identify customer pain points and drive improvements across processes, products, systems and customer journeys with relevant teams.
• Use technology, automation and process simplification where appropriate to strengthen complaint management and reporting.
• Lead and develop the complaints and escalations team and build strong cross-functional relationships to resolve complex or systemic issues.

Requirements

• 7–10 years experience in complaints management, customer escalations, dispute resolution or customer-facing operations within a regulated environment.
• At least 3–5 years in a complaints, escalations, customer service or operations leadership role.
• Strong experience managing complex/regulatory complaints, RCA, remediation and management reporting.
• Financial services, fintech, banking, payments or lending experience strongly preferred.
• Strong knowledge of UAE financial-services complaint-management expectations; CBUAE Consumer Protection and CBUAE/Sanadak experience highly advantageous.
• Strong coordination and project-management capability, with experience supporting cross-functional regulatory, operational or customer-related change.
• Strong analytical, investigative, people leadership and stakeholder-management skills, with the ability to present insights to senior audiences.
• Comfortable with CRM, reporting, automation and technology platforms in a tech-first environment.
• Excellent written and verbal communication skills for sensitive customer and regulatory matters.