AVP, Complaints Management (Emiratized Role)

JOB SUMMARY / INTRODUCTION:

The role holder is accountable for managing the end‑to‑end customer complaints framework at FAB, ensuring effective and timely resolution of customer complaints through direct leadership of complaint handling teams, by leading structured investigations, coordinating with internal stakeholders, and enforcing compliance with internal and regulatory requirements.
The role ensures accurate documentation, fair resolution, and proactive identification of recurring issues, while supporting delivery of complaint-related KPIs and customer trust outcomes.

KEY RESPONSIBILITIES: 
 

• Manage the complaint lifecycle from investigation to closure, ensuring cases are resolved within agreed SLAs and regulator-mandated timelines.
• Coordinate cross-functional engagement to gather facts, align on decisions, and execute resolutions in line with Delegation of Authority.
• Monitor real-time progress of open cases, ensure documentation accuracy, and validate closure entries on the complaints platform.
• Provide inputs for root causes analysis to identify systemic issues, and policy/process gaps supporting continuous improvement.
• Ensure customer responses are clear, fair, and empathetic while upholding regulatory and reputational standards.
• Contribute to internal governance forums and support preparation for internal/external audits or CBUAE reviews.
• Contribute to internal system enhancements by providing structured business requirements, participating in user testing, and validating solutions to ensure operational effectiveness and compliance readiness.
• Overall quality, timeliness, and completeness of complaint resolutions delivered by the team.
• Performance management of team members, including identification and escalation of underperformance, repeat quality gaps, SLA breaches, or noncompliance.
• Deliver clear guidance and leadership to the heads of complaint management units.
• Promote knowledge sharing, team coaching, and internal upskilling.
• Define explicit KPIs and performance metrics to ensure effective complaint resolution and service quality.
• Lead, coach, and supervise a team of complaint handling officers, ensuring workload distribution, productivity, and timely closures in line with SLAs and regulatory timelines.
• Review daily team outputs and closure quality to ensure accuracy, fairness, and adherence to complaint handling standards.
• Support escalation handling and guide frontline complaint officers in managing complex, sensitive, or regulatory complaints, ensuring corrective actions are implemented and tracked for issues identified through quality assurance reviews.
• Effective coordination with internal stakeholders.
• Identification of improvement themes and trends.
• Adherence to DOA and escalation protocol.
• Quality of response communication and customer experience.
• Flag overdue complaints, SLA/TAT breaches, and nonresponses from fulfilment units. Maintain escalation logs and actively track followups until closure, including regulatorsensitive, highrisk, and repeat complaints.
• Timely complaint resolution and accurate system updates.
• Continuous identification and prevention of repeat complaints.
• Active support for Head of Complaint Management on key forums and projects.
• Ongoing audit and control readiness in line with CPR.
• Enhanced customer experience through fair and transparent outcomes.
• Acts as the first level of quality and performance assurance for complaint handling teams, ensuring issues are addressed proactively before escalation.
• Operates within complaint handling policies, CPR requirements, and GCX governance frameworks, with authority to recommend corrective actions, performance escalations, or case escalations based on risk level and DOA thresholds.
  
  REQUIREMENTS / QUALIFICATIONS:
• Minimum Experience: 3–5 years 
• Manage the complaint lifecycle from investigation to closure, ensuring cases are resolved within agreed SLAs and regulator-mandated timelines.
• Lead structured investigations, coordinate with internal stakeholders, and enforce compliance with internal and regulatory requirements.
• Lead, coach, and supervise a team of complaint handling officers, ensuring workload distribution, productivity, and timely closures in line with SLAs and regulatory timelines.