Customer Experience Complaints Manager – UAE National

About the role

The Customer Experience Complaints Manager will lead the handling and resolution of customer complaints across multiple channels, ensuring compliance with UAE complaints procedures. The role aims to turn complaints into positive outcomes, strengthen customer loyalty, and enhance frontline complaint‑handling capability.

Key responsibilities

• Identify service gaps, analyse root causes and escalate themes to prevent recurrence.
• Partner with branches, CSUs and contact centres to uplift frontline staff through visits, shadowing, coaching and behavioural improvement.
• Support process‑improvement initiatives with project and streamlining teams.
• Drive closure of long‑standing complaints, especially those breaching SLA (30/60+ days), ensuring clear ownership.
• Deliver training and one‑to‑one coaching for complaint handlers and frontline staff.
• Communicate professionally with customers via email, letters, phone and face‑to‑face, ensuring accurate outcomes and appropriate tone.

Required profile

• University degree (required for UAE work permit).
• Strong knowledge of retail/personal banking products and procedures (accounts, deposits, investments, insurance, credit cards, loans).
• Experience in complaint handling and awareness of financial crime controls.
• Excellent listening, speaking and interpersonal skills; fluent written and spoken English.
• Minimum 12 months in a customer‑facing role with proven stakeholder relationship building.

Required skills