Government Compliance Advisor (Emirati National)

About the role

Tamara, a fintech platform in the GCC, is looking for an Emirati national to join its Customer Experience team in Dubai as a Government Escalation Advisor. You will be the accountable UAE-based point of contact for complaints escalated through regulatory channels such as Sanadak (the Central Bank of the UAE Ombudsman Unit) and the AECB Dispute & Complaints Management framework. You review and submit regulator-facing case responses, ensuring Tamara meets its obligations to CBUAE and other regulators with accuracy, quality and within required timelines. The role is on-site in Dubai.

Key responsibilities

• Review case investigations drafted by the Care Operations team, validate their quality, accuracy and completeness, and submit final responses to the regulator within required timelines.
• Be the main contact for calls and queries from Sanadak, AECB and CBUAE case officers during business hours.
• Track regulator-driven case SLAs and escalate at-risk cases to the Head of Care Operations and Compliance.
• Work with Care Operations, Compliance, Product and Tech teams to identify and remedy the root cause of escalated complaints.
• Maintain complete, audit-ready case records for every regulator-facing case.
• Prepare periodic reports on complaint volumes, resolution rates, SLA adherence and root-cause themes, and support CBUAE audits and inspections.
• Flag process, product or policy gaps and contribute to improving the complaint handling framework, including SOPs, decision matrices and response templates.

Required profile

• Bachelor's degree, ideally in Business, Law, Finance or a related discipline.
• At least 3 years' experience in complaints handling, customer operations, compliance operations or a regulatory-facing role, preferably in banking, fintech, BNPL, insurance or another regulated financial services environment.
• Direct experience handling regulator escalations (Sanadak, CBUAE, SAMA or equivalent) strongly preferred.
• Native or fluent Arabic and strong professional English, written and spoken.
• Detail-oriented, able to work under tight regulator-driven timelines and coordinate across teams without direct reporting authority.

Required skills

• Ability to draft clear, factual, regulator-appropriate case responses.
• Familiarity with Salesforce or similar case management tools is a plus.