Customer Complaints Management Manager

First Abu Dhabi Bank; Abu Dhabi; On-site; AED 180,000 - 240,000; Full time

Job summary

First Abu Dhabi Bank (FAB) is seeking a Customer Complaints Management Manager to oversee the end-to-end customer complaints process in Abu Dhabi, United Arab Emirates. You will lead complaint handling teams, coordinate with internal stakeholders, monitor resolution quality, and maintain compliance with the bank's policies and regulatory requirements.

The role requires 3-5 years of relevant experience, on-site work, and a strong focus on quality assurance, governance, and customer experience.

Qualifications

• Minimum 3-5 years of professional experience in complaints management or equivalent.
• Experience leading complaint handling teams and coordinating with internal stakeholders.
• Strong understanding of regulatory requirements and governance in banking.

Responsibilities

• Oversee end-to-end customer complaint lifecycle from investigation to resolution.
• Ensure adherence to SLAs and regulator-mandated timelines.
• Lead investigations, establish facts, and determine appropriate resolutions.
• Coordinate with internal departments to gather information and support timely resolution.
• Guide teams within the DOA framework and escalation processes.
• Monitor case progress and maintain accurate complaint records.

Skills

Customer service

Leadership

Regulatory compliance

Stakeholder management

Problem solving

Quality assurance

Communication

Education

Bachelor's degree in a relevant field

Tools

Complaint management system

Job description

Customer Complaints Management Manager Job Snapshot - Role: Customer Complaints Management Manager - Location: Abu Dhabi, United Arab Emirates - Industry: Banking - Function: Customer Support-Client Care - Experience: 3-5 years - Job Type: Full Time - Work Arrangement: On-site

First Abu Dhabi Bank (FAB) is seeking a Customer Complaints Management Manager to oversee the end-to-end customer complaints process in Abu Dhabi, United Arab Emirates. The role is responsible for ensuring that customer complaints are investigated, managed, and resolved fairly and within established service level agreements (SLAs) and regulatory timelines. The successful candidate will lead complaint handling teams, coordinate with internal stakeholders, monitor resolution quality, and maintain compliance with the bank 's internal policies and regulatory requirements. The position also involves identifying recurring customer concerns, supporting improvements to complaint handling processes, monitoring team performance, and maintaining accurate records to strengthen customer trust and service quality.

Job Details – Country: United Arab Emirates – City: Abu Dhabi – Industry: Banking – Function: Customer Support-Client Care – Salary: Not disclosed – Gender: No Preference – Candidate Nationality: Not specified – Job Type: Full Time – Work Arrangement: On-site

Key Responsibilities

Customer Complaint Investigation and Resolution

• Manage the complete customer complaint lifecycle, from initial investigation through resolution and case closure.
• Ensure complaints are resolved within agreed service level agreements and regulator-mandated timelines.
• Lead structured complaint investigations to establish facts, identify relevant issues, and determine appropriate resolutions.
• Coordinate with internal departments to obtain information and support timely complaint resolution.
• Ensure complaint decisions and corrective actions comply with the bank 's Delegation of Authority (DOA) framework.
• Monitor the progress of open complaints and intervene when cases require additional attention.
• Review complaint records to ensure accurate documentation and complete case histories.
• Validate complaint closure information recorded in the bank 's complaints management platform.
• Ensure customer responses are accurate, clear, fair, and empathetic.
• Maintain appropriate standards of customer communication throughout the complaint resolution process.

Complaint Escalation and Risk Management

• Identify overdue complaints, SLA breaches, turnaround time (TAT) delays, and outstanding responses from internal fulfilment teams.
• Maintain escalation records and monitor outstanding actions until resolution.
• Oversee sensitive, high-risk, recurring, and regulatory-related complaints.
• Guide complaint handling officers in managing complex cases requiring additional investigation or escalation.
• Ensure escalations follow approved internal procedures, risk thresholds, and Delegation of Authority requirements.
• Coordinate corrective actions arising from complaint investigations and quality assurance findings.
• Escalate unresolved matters, recurring service failures, and significant compliance concerns through appropriate management channels.
• Support timely intervention to prevent avoidable delays and repeat complaints.

Team Leadership and Performance Management

• Lead, coach, and supervise complaint handling officers responsible for investigating and resolving customer complaints.
• Provide guidance and direction to the heads of complaint management units.
• Allocate workloads appropriately to support productivity and timely complaint closure.
• Review daily team outputs to assess investigation quality, resolution accuracy, and compliance with complaint handling standards.
• Establish clear performance expectations and monitor individual and team results.
• Identify and address underperformance, recurring quality issues, SLA breaches, and noncompliance.
• Recommend performance escalations or corrective actions when required.
• Promote knowledge sharing, professional coaching, and internal skills development.
• Act as the first level of quality and performance assurance for complaint handling teams.
• Support team members in resolving operational challenges and maintaining consistent service standards.

Complaint Quality Assurance and Customer Experience

• Monitor the quality, timeliness, and completeness of complaint investigations and resolutions.
• Ensure complaint outcomes are fair, transparent, and supported by appropriate documentation.
• Review customer communications to confirm clarity, accuracy, and professional handling.
• Identify recurring complaint themes and service-related concerns.
• Contribute to root cause analysis to identify systemic issues and gaps in policies or operational processes.
• Recommend improvements that address recurring customer complaints and strengthen service quality.
• Monitor the implementation of corrective actions identified through quality assurance reviews.
• Support initiatives aimed at reducing repeat complaints and improving customer experience.
• Maintain a consistent approach to complaint handling across assigned teams.

Regulatory Compliance and Governance

• Ensure complaint handling activities comply with applicable internal policies and regulatory requirements.
• Maintain compliance with Consumer Protection Regulations (CPR) and relevant complaint management standards.
• Operate within FAB 's Global Customer Experience (GCX) governance frameworks.
• Ensure complaint investigations, decisions, and escalations remain within approved authority limits.
• Contribute to internal governance meetings and complaint management forums.
• Support preparations for internal audits, external audits, and Central Bank of the UAE (CBUAE) regulatory reviews.
• Maintain accurate records and supporting documentation for audit and regulatory purposes.
• Identify compliance gaps and recommend appropriate corrective measures.
• Support ongoing audit readiness and adherence to internal control requirements.

Performance Monitoring and Reporting

• Define and monitor key performance indicators for complaint resolution, service quality, and team productivity.
• Track complaint resolution timelines, outstanding cases, and service level performance.
• Monitor complaint trends and identify issues requiring management attention.
• Maintain visibility of overdue cases, escalation status, and unresolved customer concerns.
• Provide accurate information on complaint handling performance and operational quality.
• Support the Head of Complaint Management in governance forums, improvement initiatives, and relevant projects.
• Monitor corrective action progress and ensure identified issues receive appropriate follow-up.
• Promote accountability for complaint resolution quality and regulatory compliance.

Systems and Process Improvement

• Contribute to improvements in complaint management systems and operational processes.
• Identify system limitations and process gaps affecting complaint investigation or resolution.
• Provide structured business requirements for proposed system enhancements.
• Participate in user testing of complaint management system changes.
• Validate proposed solutions to ensure operational effectiveness and compliance readiness.
• Coordinate with relevant internal teams to support implementation of approved improvements.
• Recommend process enhancements to improve complaint tracking, documentation, and resolution efficiency.
• Support continuous improvement initiatives aimed at strengthening complaint management controls.

Required Qualifications and Experience

Professional Experience

• Minimum 3-5 years of relevant professional experience.
• Experience managing customer complaints from investigation through resolution and closure.
• Experience conducting structured complaint investigations and coordinating with internal stakeholders.
• Experience applying internal policies and regulatory requirements to complaint handling activities.
• Experience leading, coaching, and supervising complaint handling officers.
• Ability to manage team workloads, productivity, and complaint resolution performance.
• Experience monitoring service level agreements and regulatory complaint resolution timelines.

Required Skills and Competencies

Complaint Management

• Strong understanding of customer complaint investigation and resolution processes.
• Ability to assess complaint information and determine appropriate follow-up actions.
• Knowledge of complaint escalation procedures and service quality requirements.
• Ability to maintain accurate complaint records and validate case closure information.
• Understanding of root cause analysis and corrective action monitoring.
• Ability to identify recurring customer concerns and opportunities for process improvement.

Leadership and Performance Management

• Ability to supervise complaint handling teams and provide clear operational guidance.
• Strong coaching and team development skills.
• Ability to monitor performance against defined service quality and resolution targets.
• Sound judgment when addressing complex complaints and operational escalations.
• Ability to identify quality gaps and recommend appropriate corrective measures.
• Effective workload management and task prioritisation skills.

Communication and Stakeholder Coordination

• Clear and professional written and verbal communication skills.
• Ability to communicate complaint outcomes fair and empathetically.
• Strong coordination skills when working with internal departments and fulfilment teams.
• Ability to manage sensitive customer matters with professionalism and discretion.
• Effective problem-solving and decision-making skills.
• Attention to detail when reviewing complaint documentation and customer responses.

Regulatory and Operational Awareness

• Understanding of internal complaint handling policies and applicable regulatory requirements.
• Awareness of Consumer Protection Regulations and complaint management governance.
• Ability to follow Delegation of Authority requirements and escalation protocols.
• Knowledge of service level monitoring and turnaround time requirements.
• Ability to support audit preparation and maintain accurate compliance documentation.
• Familiarity with complaint management systems and operational improvement activities.

About the Company

First Abu Dhabi Bank (FAB) is a major financial institution headquartered in Abu Dhabi, United Arab Emirates. The bank provides banking and financial services to individuals, businesses, and institutions across the UAE and international markets, with a presence in more than 20 markets spanning five continents. FAB focuses on delivering financial services while maintaining customer relationships, service quality, and responsible banking practices. The bank supports employee learning and professional development through training initiatives and Emiratisation programmes. FAB promotes an inclusive workplace that values diverse perspectives and professional contributions. Through its partnerships and community initiatives, the bank also supports education, entrepreneurship, and financial literacy. In December 2021, FAB became the first UAE and GCC bank to join the Net Zero Banking Alliance, committing to achieve net zero emissions by 2050.