Sr. Complaints Handler - IDR

SUNDUS MANAGEMENT CONSULTANCY & STUDIES BUREAUL.L.C; Abu Dhabi; On-site; AED 240,000 - 360,000; Full time

Job summary

SUNDUS MANAGEMENT CONSULTANCY & STUDIES BUREAUL.L.C in Abu Dhabi seeks an experienced complaints handling and dispute resolution professional to lead investigations and ensure regulatory timelines are met.

You will coordinate with legal and compliance, prepare detailed case summaries, and provide recommendations for senior management and regulators, applying strong analytical skills and knowledge of relevant regulatory frameworks, and maintaining meticulous records of investigation steps.

Qualifications

• Bachelor's degree in Law, Business, Finance, or related field; relevant professional certifications in dispute resolution or compliance are advantageous.
• Minimum of 5 years of progressive experience in a complaints handling, dispute resolution, or customer advocacy role within the financial services or regulated industry.
• Demonstrated expertise in navigating regulatory frameworks (e.g., ASIC, AFCA, FOS, FCA) to complaint resolution; strong analytical and problem-solving skills.

Responsibilities

• Independently manage and resolve complex customer complaints, ensuring regulatory timelines and internal policies.
• Conduct thorough investigations into escalated issues, identifying root causes and implementing effective solutions to prevent recurrence.
• Liaise with internal departments including legal and compliance to gather information and ensure a comprehensive understanding of complaint details; prepare detailed case summaries and recommendations for senior management and regulatory bodies.

Skills

Complaint handling

Dispute resolution

Regulatory understanding

Analytical thinking

Legal research

Education

Bachelor's degree in Law or related field

Job description

Responsibilities

Independently manage and resolve complex customer complaints ensuring adherence to regulatory timelines and internal policies Conduct thorough investigations into escalated issues identifying root causes and implementing effective solutions to prevent recurrence Liaise with internal departments including legal and compliance to gather information and ensure a comprehensive understanding of complaint details Prepare detailed and persuasive case summaries and recommendations for senior management and regulatory bodies

Qualifications

Bachelor's degree in Law, Business, Finance, or a related field; relevant professional certifications (e.g., in dispute resolution, compliance) are highly advantageous.Minimum of 5 years of progressive experience in a complaints handling, dispute resolution, or customer advocacy role within the financial services or regulated industry.Demonstrated expertise in navigating and applying relevant regulatory frameworks (e.g., ASIC, AFCA, FOS, FCA) to complaint resolution.Exceptional analytical and problem-solving skills, with a proven ability to dissect complex issues and formulate sound judgments.