AVP, Complaints Management (Emiratized Role)

Responsibilities

• Manage the complaint lifecycle from investigation to closure, ensuring cases are resolved 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 real-time progress of open cases, ensure documentation accuracy, and validate closure entries on the complaints platform.
• Provide inputs for root causes analysis to identify systemic issues, and policy/process gaps supporting continuous improvement.
• Ensure customer responses are clear, fair, and empathetic while upholding regulatory and reputational standards.
• Lead, coach, and supervise a team of complaint handling officers, ensuring workload distribution, productivity, and timely closures in line with SLAs and regulatory timelines.
• Perform quality and performance assurance for complaint handling teams.

Requirements

• Minimum 3-5 years of experience in complaint management or similar.
• Proven ability to manage the complaint lifecycle from investigation to closure.
• Experience leading structured investigations and coordinating with internal stakeholders.
• Experience leading, coaching, and supervising a team of complaint handling officers.

About the Company

First Abu Dhabi Bank (FAB) is the largest bank in the UAE and one of the world's largest and safest financial institutions. We offer a comprehensive range of personal and private banking services, including credit cards, Islamic banking, investments, loans, and mortgages.