Complaints & Escalations Manager

Responsibilities

• Lead end-to-end management of complaints, escalations, social media and regulatory/Sanadak cases
• Own and continuously improve the Complaints Management Framework and SLAs
• Act as operational owner for CBUAE, Sanadak and other regulatory complaint cases
• Support implementation of CBUAE Consumer Protection requirements with business owners
• Own complaint RCA and remediation, tracking actions to effective closure
• Own complaints MI and reporting on volumes, trends, ageing and SLA/TAT
• Use complaint insights to drive process, product and customer journey improvements
• Lead and develop a team of approximately four specialists

Requirements

• 7-10 years in complaints management, customer escalations or regulated customer-facing operations
• At least 3-5 years in complaints, escalations or operations leadership
• Experience managing complex regulatory complaints, RCA, remediation and reporting
• Knowledge of UAE financial-services complaint-management expectations
• Strong coordination, project-management and stakeholder-management skills
• Comfortable with CRM, reporting and automation platforms
• Excellent written and verbal communication

Preferred Qualifications

• Financial services, fintech, banking, payments or lending experience
• CBUAE Consumer Protection or CBUAE/Sanadak experience

About the Company

• Astra Tech is a technology-led financial services company based in the UAE.