First Abu Dhabi Bank
AVP, Complaints Management
- Permanent
- Al Ain, United Arab Emirates
- Experience 2 - 5 yrs
Job expiry date: 30/11/2026
Job overview
Date posted
16/10/2026
Location
Al Ain, United Arab Emirates
Salary
Undisclosed
Compensation
Comprehensive package
Experience
2 - 5 yrs
Seniority
Senior & Lead
Qualification
Bachelors degree
Expiration date
30/11/2026
Job description
Customer complaints at FAB follow a defined framework from first investigation to final closure, and this AVP in Al Ain is accountable for making it work. Complaint handling officers report to you, and the heads of complaint management units look to you for guidance. Cases must close within agreed SLAs and regulator-mandated timelines, so open complaints are tracked in real time and closure entries on the complaints platform are checked for accuracy. Complex, sensitive or regulatory complaints need cross-functional input, with decisions taken in line with Delegation of Authority (DOA). Overdue cases, SLA/TAT breaches and non-responses from fulfilment units are flagged and followed up through escalation logs. Root cause input helps the bank spot systemic issues and prevent repeat complaints. Governance forums, internal and external audits and CBUAE reviews also draw on your work, all within CPR requirements and GCX governance frameworks. Emiratized candidates with 3 to 5 years of relevant experience are sought for the position.
Required skills
Key responsibilities
- Manage the complaint lifecycle from investigation to closure within agreed SLAs and regulator-mandated timelines
- Coordinate cross-functional engagement to gather facts, align on decisions and execute resolutions in line with Delegation of Authority
- Monitor open cases in real time and validate closure entries on the complaints platform
- Provide root cause analysis input to identify systemic issues and policy or process gaps
- Ensure customer responses are clear, fair and empathetic while meeting regulatory and reputational standards
- Contribute to internal governance forums and preparation for internal and external audits and CBUAE reviews
- Supply structured business requirements for system enhancements and take part in user testing and solution validation
- Lead, coach and supervise complaint handling officers, balancing workload, productivity and timely closures
- Review daily team outputs and closure quality for accuracy, fairness and adherence to complaint handling standards
- Guide frontline officers on complex, sensitive or regulatory complaints and track corrective actions from quality assurance reviews
- Flag overdue complaints, SLA/TAT breaches and non-responses from fulfilment units and track follow-ups to closure
- Escalate underperformance, repeat quality gaps, SLA breaches and non-compliance within the team
- Direct the heads of complaint management units with clear guidance
- Promote knowledge sharing, coaching and internal upskilling
- Set explicit KPIs and performance metrics for complaint resolution and service quality
- Back the Head of Complaint Management on key forums and projects
- Recommend corrective actions and case escalations based on risk level and DOA thresholds
- Prevent repeat complaints by identifying improvement themes and trends
Experience & skills
- Bring 3 to 5 years of relevant experience in complaints management or a related customer experience role, ideally in banking
- Be a UAE National, as this is an Emiratized role
- Demonstrate experience leading structured complaint investigations through to closure
- Show experience supervising complaint handling teams against SLAs and regulatory timelines
- Understand CBUAE requirements, CPR and internal complaint handling policies
- Apply root cause analysis to identify recurring issues and process gaps
- Write clear, fair and empathetic customer responses
- Work effectively with internal stakeholders and fulfilment units to resolve cases