CPR Governance & QA Lead, Customer Engagement

Commercial Bank of Dubai; Dubai; On-site; AED 90,000 - 130,000; Full time

Job summary

Commercial Bank of Dubai is seeking an experienced professional to provide independent oversight of the Customer Engagement function, aligning complaint handling, customer insights, and experience with CPR standards and internal governance. The role ensures timely, complete, and regulatory-compliant processes across QA reviews, reporting, and remediation actions.

The candidate will lead the CPR governance framework, coordinate cross-functional audits, and drive continuous improvement in customer

Qualifications

• Bachelor’s degree in business administration, Finance, Banking, Customer Experience, or Quality Management.
• 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 governance and regulatory oversight across Customer Engagement functions including complaints, insights, analytics, and experience.
• Design and manage the QA framework; conduct regular quality assessments of investigations, communications, and case documentation.
• Review regulatory timelines, escalation requirements, and reporting obligations to ensure compliance.
• Coordinate with Compliance, Internal Audit, Operational Risk, Regulatory Affairs, and stakeholders for audits, reviews, and remediation actions.
• Provide independent challenge on data quality, reporting integrity, and customer outcomes.

Skills

Quality Assurance

Regulatory Compliance

Customer Experience

Governance Reporting

Process Improvement

Education

Bachelor's degree in business administration

Finance

Banking

Customer Experience

Quality Management

Job description

Commercial Bank of Dubai is seeking an experienced professional to provide independent oversight of the Customer Engagement function, aligning complaint handling, customer insights, and experience with CPR standards and internal governance. The role ensures timely, complete, and regulatory-compliant processes across QA reviews, reporting, and remediation actions.

The candidate will lead the CPR governance framework, coordinate cross-functional audits, and drive continuous improvement in customer