CPR Compliance & QA Manager, Customer Experience

Commercial Bank of Dubai; Dubai; On-site; AED 480,000 - 720,000; Full time

Job summary

Commercial Bank of Dubai in Dubai is seeking a Manager of CPR Oversight & QA (UAE National) for a full-time on-site role. You will provide independent oversight of CPR compliance, complaints, customer insights, and QA activities to ensure quality and regulatory alignment across Customer Engagement.

You will lead governance, reporting, and continuous improvement initiatives, coordinating with Compliance, Internal Audit, and Risk functions to strengthen customer protection and service quality.

Qualifications

• Bachelor’s degree in business administration, Finance, Banking, Customer Experience, Quality Management, or a related discipline.
• Professional certifications in Quality Management, Customer Experience, Compliance, Risk, or Business Excellence are preferred.
• 5-10 years of banking experience.
• Minimum 5 years in customer complaints management, quality assurance, customer experience, service quality, operational risk, or compliance.
• Strong knowledge of customer complaint lifecycle management and regulatory requirements.
• Experience in quality reviews, performance monitoring, process improvement, and governance reporting.

Responsibilities

• Oversee CPR implementation and control effectiveness across Customer Complaints, Customer Insights & Analytics, Customer Experience, and related processes.
• Review regulatory timelines, complaint handling principles, root cause analysis standards, escalation requirements, and reporting obligations.
• Coordinate with Compliance, Internal Audit, Operational Risk, Regulatory Affairs for audits and remediation actions.
• Establish CPR governance framework and embed regulatory requirements into processes and controls.
• Design and manage QA framework, conduct quality assessments, and review documentation and evidence.
• Oversee reports, dashboards, and regulatory submissions for CPR-related activities.
• Provide independent challenge on data quality, reporting integrity, and customer outcomes.
• Coordinate audits, regulatory inspections, and management responses with cross-functional teams.
• Identify risks, gaps, and continuous improvement opportunities across Customer Engagement.

Education

Bachelor’s degree in business administration, Finance, Banking, Customer Experience, Quality Management, or a related discipline

Professional certifications in Quality Management, Customer Experience, Compliance, Risk, or Business Excellence

Job description

Commercial Bank of Dubai in Dubai is seeking a Manager of CPR Oversight & QA (UAE National) for a full-time on-site role. You will provide independent oversight of CPR compliance, complaints, customer insights, and QA activities to ensure quality and regulatory alignment across Customer Engagement.

You will lead governance, reporting, and continuous improvement initiatives, coordinating with Compliance, Internal Audit, and Risk functions to strengthen customer protection and service quality.