Senior Manager, Complaints & Escalations

Astra Tech; Dubai; On-site; AED 420,000 - 630,000; Full time

Job summary

Astra Tech is seeking an experienced Complaints & Escalations Manager to lead the end-to-end complaints function within Customer Service and later across Operations in the UAE. The role covers regulatory cases, RCA, remediation, governance, and reporting, with a team of around four specialists.

The successful candidate will collaborate with Operations, Product, Technology, Legal, Risk and Compliance to ensure timely resolutions and regulatory adherence.

Qualifications

• 7–10 years' experience in complaints management, customer escalations, dispute resolution or customer-facing operations within a regulated environment.
• At least 3–5 years in a complaints, escalations, customer service or operations leadership role.
• Strong experience managing complex/regulatory complaints, RCA, remediation and management reporting.
• Financial services, fintech, banking, payments or lending experience strongly preferred.

Responsibilities

• Lead end-to-end complaints, escalations, social media and regulatory/Sanadak cases with clear ownership and timely resolution.
• Own and improve the Complaints Management Framework including classifications, investigations, SLAs and closure.
• Coordinate with Compliance, Risk, Legal and Operational Excellence to build a scalable model for wider Operations.
• Act as the operational owner for regulatory complaint cases (CB UAE, Sanadak) and ensure audit-ready records.
• Provide project-management and coordination support across teams; track actions, timelines and dependencies.
• Develop and lead the team to resolve complex or systemic issues cross-functionally.

Skills

CRM experience

Stakeholder management

Project management

Analytical skills

People leadership

Tools

CRM systems

Automation tools

Job description

Astra Tech is seeking an experienced Complaints & Escalations Manager to lead the end-to-end complaints function within Customer Service and later across Operations in the UAE. The role covers regulatory cases, RCA, remediation, governance, and reporting, with a team of around four specialists.

The successful candidate will collaborate with Operations, Product, Technology, Legal, Risk and Compliance to ensure timely resolutions and regulatory adherence.