Customer Complaints Management Manager

Customer Complaints Management Manager Job Snapshot
- Role:
Customer Complaints Management Manager

- Location:

Abu Dhabi, United Arab Emirates
- Industry: Banking
- Function:
Customer Support-Client Care

- Experience:

3-5 years
- Job Type: Full Time
- Work Arrangement:
On-site

First Abu Dhabi Bank (FAB) is seeking a Customer Complaints Management Manager to oversee the end-to-end customer complaints process in Abu Dhabi, United Arab Emirates. The role is responsible for ensuring that customer complaints are investigated, managed, and resolved fairly and within established service level agreements (SLAs) and regulatory timelines. The successful candidate will lead complaint handling teams, coordinate with internal stakeholders, monitor resolution quality, and maintain compliance with the bank 's internal policies and regulatory requirements.

The position also involves identifying recurring customer concerns, supporting improvements to complaint handling processes, monitoring team performance, and maintaining accurate records to strengthen customer trust and service quality.

Job Details – Country:
United Arab Emirates – City:
Abu Dhabi – Industry: Banking – Function:
Customer Support-Client Care – Salary:
Not disclosed – Gender: No Preference – Candidate Nationality:
Not specified – Job Type: Full Time – Work Arrangement:
On-site

• Manage the complete customer complaint lifecycle, from initial investigation through resolution and case closure.
• Ensure complaints are resolved within agreed service level agreements and regulator-mandated timelines.
• Lead structured complaint investigations to establish facts, identify relevant issues, and determine appropriate resolutions.
• Coordinate with internal departments to obtain information and support timely complaint resolution.
• Ensure complaint decisions and corrective actions comply with the bank 's Delegation of Authority (DOA) framework.
• Monitor the progress of open complaints and intervene when cases require additional attention.
• Review complaint records to ensure accurate documentation and complete case histories.
• Validate complaint closure information recorded in the bank 's complaints management platform.
• Ensure customer responses are accurate, clear, fair, and empathetic.
• Maintain appropriate standards of customer communication throughout the complaint resolution process.

• Identify overdue complaints, SLA breaches, turnaround time (TAT) delays, and outstanding responses from internal fulfilment teams.
• Maintain escalation records and monitor outstanding actions until resolution.
• Oversee sensitive, high-risk, recurring, and regulatory-related complaints.
• Guide complaint handling officers in managing complex cases requiring additional investigation or escalation.
• Ensure escalations follow approved internal procedures, risk thresholds, and Delegation of Authority requirements.
• Coordinate corrective actions arising from complaint investigations and quality assurance findings.
• Escalate unresolved matters, recurring service failures, and significant compliance concerns through appropriate management channels.
• Support timely intervention to prevent avoidable delays and repeat complaints.

• Lead, coach, and supervise complaint handling officers responsible for investigating and resolving customer complaints.
• Provide guidance and direction to the heads of complaint management units.
• Allocate workloads appropriately to support productivity and timely complaint closure.
• Review daily team outputs to assess investigation quality, resolution accuracy, and compliance with complaint handling standards.
• Establish clear performance expectations…