Head of Complaints Management & Resolution

First Abu Dhabi Bank (FAB); Abu Dhabi; Vor Ort; AED 335.000 - 558.000; Vollzeit

Zusammenfassung

First Abu Dhabi Bank seeks an experienced leader to own the end-to-end customer complaints framework. You will lead complaint handling teams, drive structured investigations, coordinate with internal stakeholders, and ensure compliance with internal and regulatory requirements.

You will champion accurate documentation, fair resolutions, and proactive identification of recurring issues while supporting delivery of complaint-related KPIs and customer trust outcomes.

Qualifikationen

• Experience leading complaint management teams.
• Familiarity with regulatory requirements and DOA (Delegation of Authority).
• Ability to drive root-cause analysis and continuous improvement.

Aufgaben

• Manage the complaint lifecycle from investigation to closure 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 customer responses are clear, fair, and compliant with regulations.
• Support internal governance forums and audits or regulator reviews.
• Define KPIs and lead a team to ensure timely, quality closures.

Kenntnisse

Complaint handling

Leadership

Regulatory compliance

Investigation

Stakeholder management

Jobbeschreibung

First Abu Dhabi Bank seeks an experienced leader to own the end-to-end customer complaints framework. You will lead complaint handling teams, drive structured investigations, coordinate with internal stakeholders, and ensure compliance with internal and regulatory requirements.

You will champion accurate documentation, fair resolutions, and proactive identification of recurring issues while supporting delivery of complaint-related KPIs and customer trust outcomes.