Manager, CPR Oversight & QA ( UAE National )

Operating in the UAE for over 50 years, CBD manages the financial requirements of some of the largest corporates and businesses operating in the country, driving the UAE economy. Over the years, CBD has transformed into a progressive and modern banking institution winning multiple awards for its digital initiatives, credit cards, bank accounts, mobile app features and services.

CBD has been recognized as the number one bank in the UAE on the Forbes list of The World’s Best Banks 2022.

As we continue to build upon our successes, we are looking for ambitious individuals who are passionate about the banking and finance industry and the markets in which CBD operates. Just as important to us is your ability to demonstrate a talent for dealing with people - your colleagues and our customers and delivering service that really goes the extra mile.

Job Purpose: To provide independent oversight and quality assurance across the Customer Engagement function, ensuring effective implementation and ongoing compliance with the UAE Consumer Protection Regulation (CPR), Consumer Protection Standards, SME Customer Protection Regulation, and internal governance requirements. The role is accountable for validating the quality, completeness, timeliness, and regulatory alignment of complaint handling, customer insights, customer experience activities, quality assurance checks, documentation, reporting, and audit/compliance coordination across the department.

Principal Accountabilities Oversee CPR implementation and control effectiveness across Customer Complaints, Customer Insights & Analytics, Customer Experience, and related Customer Engagement processes

Conduct quality assurance reviews covering complaint documentation, investigation quality, customer communication, call handling, QA checklists, and closure evidence

Review compliance with regulatory timelines, complaint handling principles, root cause analysis standards, escalation requirements, and reporting obligations.

Coordinate with Compliance, Internal Audit, Operational Risk, Regulatory Affairs, and relevant business stakeholders for annual reviews, audits, regulatory notices, and remediation actions.

CPR Governance & Regulatory Oversight: Act as the Customer Engagement focal point for CPR, Consumer Protection Standards, SME Customer Protection Regulation, and customer conduct-related requirements.

Establish and maintain a structured CPR governance and oversight framework across Customer Engagement.

Ensure regulatory requirements are embedded into departmental processes, procedures, controls, reporting, and quality review activities.

Review new CBUAE notices, circulars, guidance, or regulatory expectations and coordinate implementation across relevant teams.

Maintain a centralized tracker for CPR actions, regulatory commitments, control gaps, remediation owners, and target closure dates.

Support the annual review and update of customer-related policies, procedures, operating manuals, quality frameworks, and governance documents.

Quality Assurance & Control Reviews: Design and manage the customer engagement quality assurance framework, including sampling methodologies, review criteria and frequency, and escalation protocols.

Conduct regular quality assessments reviews of complaint investigations, customer correspondence, closure rationale, supporting evidence, and case documentation.

Perform call listening and quality assessments to evaluate customer interaction standards, empathy, clarity, accuracy, regulatory compliance, and fair treatment of customers.

Assess adherence to complaint handling principles including accessibility, fairness, transparency, confidentiality, empathy, and continuous improvement.

Identify quality gaps, recurring errors, root causes, training needs, and process improvement opportunities.

Issue QA findings, quality scorecards, trend analysis, and management summaries with clear recommended actions

Complaint Governance & Regulatory Reporting: Oversee the accuracy, completeness, consistency, and timeliness of complaints-related reports submitted internally and externally.

Review monthly, quarterly, annual, and ad-hoc CPR-related reports, dashboards, root cause analysis, thematic analysis, and regulatory submissions before escalation or submission.

Validate complaint categorization, customer segment classification, complaint type mapping, root cause coding, outcome documentation, responsible unit allocation, and corrective action capture.

Ensure complaint trend analysis and management reports provide meaningful insights to support senior management decisions and regulatory governance.

Monitor recurring themes, bank-error complaints, conduct-related issues, customer-impacting risks, and emerging systemic issues for escalation to the Chief Customer Officer.

Support preparation of Board, EXCO, senior management, compliance, risk, and regulatory reporting packs related to complaints, CPR, and customer protection.

Customer Insights, Analytics & Customer Experience Oversight Review customer insights, Voice of Customer reporting, NPS/CSAT outputs, thematic reviews, complaint dashboards, and customer experience analysis to ensure quality, consistency, and governance alignment.

Validate the documentation, rationale, and methodology supporting customer analytics and CPR-related reporting.

Ensure insights are translated into clear actions, control improvements, training needs, or process enhancements where required.

Provide independent challenge on data quality, reporting integrity, analysis depth, and customer outcome implications.

Audit, Compliance & Regulatory Coordination Serve as the primary Customer Engagement coordinator for CPR-related audits, compliance reviews, regulatory inspections, and annual control reviews.

Coordinate evidence gathering, documentation review, management responses, action plans, and closure packs for Audit, Compliance, Operational Risk, and Regulatory Affairs.

Track audit findings, compliance observations, regulatory recommendations, and management action plans through to closure.

Maintain an evidence repository for CPR governance, QA results, reporting approvals, remediation evidence, and regulatory implementation records.

Support the Chief Customer Officer in responding to regulatory queries, audit findings, compliance observations, and emerging conduct-risk matters.

Risk Management & Conduct Oversight Identify, assess, and escalate customer conduct risks, control gaps, non-compliance risks, and potential regulatory breaches within Customer Engagement.

Support departmental RCSA, control testing, process-risk reviews, and operational risk reporting where related to customer complaints, CPR, or customer conduct.

Monitor root causes of recurring complaint issues and recommend sustainable corrective and preventive actions.

Ensure systemic issues are captured, escalated, assigned to accountable owners, and followed through until closure.

Promote a customer fairness, transparency, accountability, and regulatory readiness culture across Customer Engagement.

Continuous Improvement & Capability Building Lead thematic deep dives on recurring customer issues, complaint quality defects, regulatory gaps, or process-control weaknesses.

Recommend enhancements to complaint processes, quality controls, governance mechanisms, dashboards, reporting templates, and training content.

Support CPR awareness, complaint quality, and regulatory-readiness training for Customer Engagement and relevant stakeholder teams.

Share lessons learned from QA findings, audits, customer insights, and regulatory reviews to drive continuous improvement.

**Stakeholder Engagement:** Build strong relationships with Compliance, Internal Audit, Operational Risk, Regulatory Affairs, Legal, Operations, Digital, Product, Retail Banking, Business Banking, Contact Centre, and frontline teams.

Influence accountable business owners to address regulatory gaps, quality issues, complaint root causes, and customer-impacting risks.

Represent Customer Engagement in CPR governance forums, audit meetings, compliance reviews, and regulatory implementation working groups as required.

Provide clear updates to the Chief Customer Officer on critical risks, regulatory matters, QA results, and remediation progress.

Requirements:

Education And Experience Bachelor’s degree in business administration, Finance, Banking, Customer Experience, Quality Management, or a related discipline

Professional certifications in Quality Management, Customer Experience, Compliance, Risk, or Business Excellence are preferred.

5-10 years of banking experience.

Minimum 5 years in customer complaints management, quality assurance, customer experience, service quality, operational risk, or compliance.

Strong knowledge of customer complaint lifecycle management and regulatory requirements.

Experience in quality reviews, performance monitoring, process improvement, and governance reporting.