Government Escalation Advisor

About the role

Tamara is seeking a Government Escalation Advisor to join its Customer Experience team in the UAE. Based in Dubai, you will be the primary point of contact for complaints that are escalated through regulatory channels such as Sanadak (the Central Bank of the UAE Ombudsman Unit) and the upcoming AECB Dispute & Complaints Management platform. The role is compliance‑critical and requires accurate, timely responses to regulator‑facing cases.

Key responsibilities

• Act as Tamara's designated UAE‑based reviewer and submitter for all regulator‑driven complaints.
• Validate the quality, accuracy and completeness of case responses prepared by the Care Operations team before submission.
• Serve as the main liaison for direct queries from Sanadak, AECB and CBUAE case officers during business hours.
• Track regulator‑driven SLAs, escalating at‑risk cases to the Head of Care Operations and Compliance.
• Coordinate with Care Operations, Compliance, Product and Tech teams to identify and remediate root causes of escalated complaints.
• Maintain audit‑ready records for every regulator‑facing case, including all correspondence and supporting evidence.
• Prepare periodic reports on complaint volumes, resolution rates, SLA adherence and root‑cause themes for internal governance and regulator inspections.
• Support audits and inspections by providing case samples, organizational charts and required documentation.
• Identify process, product or policy gaps revealed through regulator complaints and drive corrective actions.

Required profile

• UAE residency with a valid Emirates ID.
• Proven experience handling regulatory complaints or escalations within the financial services sector.
• Strong understanding of UAE regulatory frameworks, including CBUAE, Sanadak and AECB requirements.
• Excellent attention to detail and ability to meet strict deadlines.
• Effective communication skills for interacting with regulators and internal stakeholders.

Required skills