AVP – Complaints Management (Emiratized Role)

About the role

The Assistant Vice President will lead the end‑to‑end customer complaints framework for First Abu Dhabi Bank, ensuring timely and fair resolution of complaints. This Emiratized role involves directing complaint handling teams, conducting investigations, and coordinating with internal stakeholders to meet regulatory requirements.

Key responsibilities

• Manage the full complaint lifecycle from investigation to closure, adhering to SLAs and regulator‑mandated timelines.
• Lead structured investigations, gather facts across functions, and enforce compliance with internal policies and the Delegation of Authority.
• Monitor real‑time case progress, ensure accurate documentation, and validate closure entries on the complaints platform.
• Provide inputs for root‑cause analysis, identify systemic issues and support continuous improvement of policies and processes.
• Coach, supervise and performance‑manage a team of complaint handling officers, ensuring workload distribution and productivity.
• Prepare inputs for internal and external audits, and support regulatory reviews by the Central Bank of UAE.
• Drive knowledge sharing, team upskilling and define KPIs to measure complaint resolution effectiveness.

Required profile

• Minimum 3–5 years of experience managing customer complaints in a banking or financial services environment.
• Proven ability to lead investigations, coordinate cross‑functional teams and enforce regulatory compliance.
• Experience supervising and developing complaint handling staff, with a focus on meeting SLA targets.
• Strong analytical skills to contribute to root‑cause analysis and process improvement initiatives.