Complaints Handling Unit Manager

About the role

Envision Employment Solutions is recruiting a Complaints Handling Unit Manager for a partner, a leading digital bank. You will own the end-to-end process of resolving customer complaints fairly and on time, and the deeper work of finding out why complaints happen and fixing them at the source. In a bank where the regulator watches closely, you keep the bank honest with its customers and defensible with the Central Bank of Emirates.

Key responsibilities

• Own complaint handling end to end, from intake and investigation to fair, timely resolution
• Hold the function to CBE consumer protection regulations and the applicable complaint handling frameworks
• Manage regulatory escalations and coordinate the bank's formal responses to official complaints
• Analyze complaint trends, run root cause analysis and drive remediation across the business units that caused them
• Report complaint trends, resolution times and regulatory exposure to leadership with actionable details
• Coach and manage the Complaints Handling Analysts to meet quality and timeliness targets

Required profile

• 5 to 8 years in complaints management or customer operations in a regulated financial institution
• Experience managing regulatory interactions and formal complaint responses
• Ability to spot trends and turn them into root cause remediation
• High attention to detail and strong written communication