Lead Complaint Management
du · Dubai
On-site · DubaiFull TimeLeadCustomer Service
Posted 7 days ago1w agoApply link checked 7 days ago
Why we think you can apply
- Employer country
- United Arab Emirates · Dubai
- Hiring model
- UAE-based role · the employer hires in the UAE
- Work from
- Dubai · on-site
- Time-zone overlap
- Gulf Standard Time · none needed
Posted 7 days ago · apply link checked 7 days ago
About the role
Responsibilities
- Provide strategic and operational leadership for the end-to-end Complaint Management function
- Oversee direct reports and manage performance across an offshore partner operation
- Ensure SLA compliance, first-time resolution rates, and CSAT targets are met
- Maintain TRA/TDRA regulatory compliance
- Drive continuous cost optimization and operational excellence
- Act as the primary governance link between the company and the outsource partner
- Lead root cause elimination to improve the overall customer experience
What we look for
- Experience in complaint management leadership
- Experience managing offshore partner operations
- Knowledge of TRA/TDRA regulatory compliance
- Ability to drive root cause elimination
ComplianceManagement
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