Head of Complaint Management & Compliance

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 180,000 - 280,000; Full time

Job summary

First Abu Dhabi Bank (FAB) is seeking an experienced Head of Complaint Management to lead the end-to-end customer complaints framework, directing teams, ensuring timely investigations, and enforcing compliance with internal and regulatory requirements.

You will manage the lifecycle, coordinate with internal stakeholders, monitor SLAs, drive root-cause analysis, and support audits to enhance customer trust. The role requires strong leadership and governance within CPR and DOA frameworks.

Qualifications

• Minimum 3–5 years of experience in complaint handling or customer service leadership.
• Experience leading investigations and managing teams to meet SLAs and regulatory timelines.
• Strong written and verbal communication with ability to drive governance and quality assurance.

Responsibilities

• Manage the complaint lifecycle from investigation to closure, ensuring cases are resolved within SLAs and regulator timelines.
• Coordinate cross-functional engagement to gather facts and align on decisions.
• Monitor real-time progress and validate closure entries on the complaints platform.
• Provide inputs for root-cause analysis to identify systemic issues and gaps.
• Ensure communications are clear, fair, and compliant with regulatory standards.
• Support audits and reviews by providing documentation and governance support.
• Lead and coach complaint handling officers to ensure timely closures and performance.

Skills

Leadership

Stakeholder management

Regulatory compliance

Project management

Tools

CRM systems

Job description

First Abu Dhabi Bank (FAB) is seeking an experienced Head of Complaint Management to lead the end-to-end customer complaints framework, directing teams, ensuring timely investigations, and enforcing compliance with internal and regulatory requirements.

You will manage the lifecycle, coordinate with internal stakeholders, monitor SLAs, drive root-cause analysis, and support audits to enhance customer trust. The role requires strong leadership and governance within CPR and DOA frameworks.