Senior Manager, Complaints & Resolution

First Abu Dhabi Bank (FAB); Abu Dhabi; On-site; AED 240,000 - 360,000; Full time

Job summary

First Abu Dhabi Bank (FAB) seeks a senior Complaint Management lead to drive end-to-end handling of customer complaints. You will supervise teams, ensure investigations are thorough, and ensure timely, compliant resolutions in line with regulatory requirements.

You will coordinate with stakeholders to gather facts and implement effective action plans. The role emphasizes governance, audit readiness, and continuous improvement to reduce recurring issues, while maintaining high customer trust and

Qualifications

• 3–5 years of experience in complaint handling or related area.
• Experience leading teams and ensuring SLAs with regulator timelines.
• Strong documentation, analytics, and problem-solving skills.

Responsibilities

• Manage the complaint lifecycle from investigation to closure, ensuring timely resolutions within SLAs and regulatory timelines.
• Coordinate cross-functional engagement to gather facts, align on decisions, and execute resolutions per DOA.
• Monitor real-time progress of open cases and validate closure entries on the complaints platform.
• Provide inputs for root cause analysis to identify systemic issues and process gaps for improvements.
• Ensure clear, fair, and empathetic customer responses while upholding regulatory standards.
• Support internal audits and CPR reviews and contribute to governance forums.
• Contribute to system enhancements with structured business requirements and user testing.
• Oversee quality, timeliness, and completeness of complaint resolutions by the team.
• Manage performance, escalate underperformance or noncompliance as needed.
• Provide guidance to heads of complaint management units and promote coaching.

Skills

Leadership

Regulatory compliance

Complaint management

Quality assurance

Job description

First Abu Dhabi Bank (FAB) seeks a senior Complaint Management lead to drive end-to-end handling of customer complaints. You will supervise teams, ensure investigations are thorough, and ensure timely, compliant resolutions in line with regulatory requirements.

You will coordinate with stakeholders to gather facts and implement effective action plans. The role emphasizes governance, audit readiness, and continuous improvement to reduce recurring issues, while maintaining high customer trust and