Customer Protection And Complaints Manager

Accountabilities and Key Roles: Lead and manage the bank's customer protection and complaints handling framework in compliance with regulatory requirements and internal policies. Develop, implement, and enhance processes for the effective management, investigation, and resolution of customer complaints.

Monitor and analyze complaint trends to identify recurring issues and recommend corrective actions and service improvements. Ensure timely, fair, and transparent communication with customers regarding complaint resolution.

Collaborate with business units, legal, compliance, and risk teams to address customer protection issues and implement preventive measures. Prepare and present regular reports on complaint volumes, resolution rates, and customer satisfaction to senior management and regulatory bodies.

Lead training and awareness initiatives to promote a culture of customer protection and ethical conduct across the organization. Mentor and guide the customer complaints team, fostering high standards of professionalism and service quality.

Job Requirements

Education: Bachelor's degree in Business Administration or a related field from a recognized university. Experience: Minimum of 7 Years of experience in customer complaints management, customer protection, regulatory compliance, or related roles. Experience in banking or financial services sector.

Competencies: Strong analytical and problem-solving skills. In-depth knowledge of customer protection regulations and complaint handling frameworks. Excellent communication and conflict resolution abilities. Leadership and team management. Attention to detail and organizational skills.

Compliance and regulatory awareness. Customer-centric mindset and ethical conduct. Fluent in Arabic and English Language