Manager, Complaints Management

FAB; United Arab Emirates; On-site; AED 120,000 - 200,000; Full time

Job summary

A prominent bank in the UAE is looking for an Operations Processor. The role involves managing transaction processing, ensuring regulatory compliance, and maintaining accurate records. Candidates should have at least 5 years of banking experience and strong communication skills. The position is full-time, based in Abu Dhabi, and offers opportunities for professional development within a leading financial institution.

Benefits

Career development initiatives

Innovative work environment

Qualifications

• 5 years of banking experience.
• Relevant market knowledge in banking, products & services.
• Ability to manage high-volume transaction processing.

Responsibilities

• Manage transaction processing for specific products ensuring quality.
• Support daily operations and assist in departmental initiatives.
• Contribute to the management of change through system improvements.

Skills

Attention to detail

Risk awareness

Good communication

Interpersonal skills

Education

Minimum graduation in relevant field

Job description

The Operations Processor is responsible for managing transaction processing for a specific product or functional area, ensuring quality and timeliness in line with bank policies, regulatory standards, and SLAs. Key responsibilities include:

• Performing error-free transaction processing and monthly reconciliations.
• Ensuring compliance with internal procedures, local and international regulations.
• Maintaining accurate records and acting as custodian for security items and customer documents.
• Supporting daily operations, preparing reports for decision-making, and assisting in departmental initiatives.
• Upholding the highest standards of internal and external customer satisfaction.
• This role requires strong attention to detail, risk awareness, and the ability to work efficiently in a high-volume environment.

Responsibilities

Strategy Development and Implementation

Ensure that functional strategy and related strategic plans are developed and implemented, which are aligned with the vision and mission of the bank.

Change Management

Contribute to the management of change through identify continuous improvement of functional systems, processes and practices taking into account global standards and changes in the business environment which demand proactive action plans.

Proactively identifies and provides solutions for any strategic delivery risks and issues

Articulates and strategize initiatives into an actionable roadmap across Businesses highlighted through customer feedback, or other key transformation initiatives

Track list of initiatives identified as part of the Root Cause Analysis, and ensure delivery to the agreed timeline

Delivers high quality output in a timely manner by checking the progress of the initiatives against timelines and output against the quality parameters set by the Group

Ensures quality delivery by vendor as per the bank guidelines, in case of outsourced development & delivery areas

Reporting

Contribute in preparing all functional reports related to complaint when required & ensure it meets FAB requirements, policies and quality standards.

Ensures timely program reporting is in place and distributed to key stakeholders/SPOCs in order to drive and influence informed decision making around priorities

Qualifications

Minimum graduation with relevant market knowledge, Banking, Product & Services including background of credit & collection

Good communication (written) & Interpersonal skills

5 years of banking experience

About Us

About Us:

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages. Our commitment to excellence and innovation drives us to provide top-tier financial solutions to our clients.

Life at FAB:

Working at FAB means being part of a team of talented and passionate individuals with a shared vision to support the ambitions of our stakeholders to "Grow Stronger." We embrace the needs of our customers across the globe with a sense of responsibility and confidence driven by extensive expertise that can only be delivered by an ambitious world-class organization

FAB offers unique career choices, a chance to innovate, craft solutions for the future, and express yourself in a performance-based culture that will unleash the best in you. Whether you are an experienced professional or just starting your career, FAB provides a range of learning and development initiatives to support all employees through training and skill development.

Our Values:

At FAB, we place our customers at the core of our activities, live our values each day in every way, celebrate achievements, and empower each other to deliver leading solutions. We have structured plans for the recruitment and career progression of Emirati talent to enable them to make a mark in the financial and banking sector both regionally and globaly that rewards your hard work and dedication.

Join our team and be part of a journey to shape the future of banking.

Job Info

• Job Identification 264
• Job Category Specialist - Client Services
• Posting Date 12/18/2025, 11:17 AM
• Apply Before 01/09/2026, 12:00 AM
• Job Schedule Full time
• Locations First Abu Dhabi Bank (FAB) Al Qurm Business Park, Abu Dhabi, AE