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 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.

• Bachelor’s degree in Business Administration or a related field from a recognized university.

• Minimum of 7 Years of experience in customer complaints management, customer protection, regulatory compliance, or related roles.
• Experience in banking or financial services sector.

• 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