Complaints Manager

Confidential; Riyadh; On-site; SAR 120,000 - 180,000; Full time

Job summary

Confidential in Riyadh is seeking an experienced Compliance Manager to oversee the end-to-end client complaints process in the financial services sector. You will investigate complaints, assess their validity, and ensure timely, fair resolutions aligned with regulatory requirements.

You will conduct root-cause analyses, coordinate with stakeholders, and propose service improvements to protect customers and reduce recurring issues.

Qualifications

• Bachelor’s degree in Law, Business Administration, Finance, or related field.
• 5+ years of experience in the financial services sector.
• Strong knowledge of regulatory requirements, risk and customer protection principles.

Responsibilities

• Manage the end-to-end client complaints process.
• Investigate complaints and assess their validity.
• Ensure timely and compliant complaint resolution.
• Conduct root cause analysis and identify recurring issues.
• Coordinate with stakeholders to resolve complaints.
• Recommend process and service improvements based on findings.
• Monitor complaint trends and prepare relevant reports.
• Ensure fair treatment and effective customer protection.

Skills

Regulatory Compliance

Stakeholder Management

Process Improvement

Customer Protection

Analytical Skills

Attention to Detail

Communication Skills

Education

Bachelor’s degree in Law, Business Administration, Finance, or related field

Job description

To manage the end-to-end client complaints process, ensuring timely, fair, and compliant resolution. The role is responsible for investigating complaints and recommending improvements to enhance customer experience and reduce recurring issues.

Key Responsibilities:

• Manage the end-to-end client complaints process.
• Investigate complaints and assess their validity.
• Ensure timely and compliant complaint resolution.
• Conduct root cause analysis and identify recurring issues.
• Coordinate with relevant stakeholders to resolve complaints.
• Recommend process and service improvements.
• Monitor complaint trends and prepare relevant reports.
• Ensure fair treatment and effective customer protection.

Education:

Bachelor’s degree in Law, Business Administration, Finance, or a related field.

Experience:

+5 years of experience in the financial services.

Skills & Abilities:

• Regulatory Compliance
• Stakeholder Management
• Process Improvement
• Customer Protection
• Analytical & Problem-Solving Skills
• Attention to Detail & Communication Skills