Job Description:
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 support independent oversight and quality assurance across Customer Engagement by conducting structured reviews, maintaining regulatory evidence, monitoring actions and validating the accuracy and completeness of customer protection, complaints and customer experience activities. The role supports ongoing compliance with the UAE Consumer Protection Regulation (CPR), Consumer Protection Standards, SME Customer Protection Regulation and internal governance requirements, helping identify control gaps early and promote fair, consistent customer outcomes.
Principal Accountabilities:
CPR Oversight and Regulatory Monitoring
Support the maintenance of the Customer Engagement CPR obligations register, control matrix, evidence repository and regulatory action tracker.
Monitor assigned CPR, Consumer Protection Standards, SME Customer Protection Regulation and conduct-related requirements, escalating gaps or overdue actions to the Manager.
Review departmental processes, procedures, customer communications and supporting records against approved regulatory and internal requirements.
Assist with impact assessments and implementation tracking for relevant CBUAE notices, circulars and regulatory guidance.
Maintain complete, accurate and audit-ready evidence of regulatory implementation and control performance.
Quality Assurance Reviews
Execute risk-based and periodic QA reviews in line with approved sampling plans, checklists, review criteria and schedules.
Review complaint files, investigations, customer correspondence, call records, closure rationale and supporting evidence for quality, accuracy, completeness and timeliness.
Assess adherence to customer fairness, transparency, confidentiality, accessibility and complaint-handling standards.
Document findings clearly, rate exceptions consistently, agree factual accuracy with relevant teams and escalating material or recurring issues.
Prepare QA scorecards, exception logs and trend summaries, and follow up agreed corrective actions to closure.
Complaints and Customer Reporting Assurance
Validate complaint classification, customer segment, root-cause coding, outcome, responsible unit, resolution evidence and corrective-action capture.
Check the accuracy and consistency of complaints dashboards, thematic analysis, root-cause analysis and CPR-related management or regulatory reports before submission.
Identify recurring themes, bank-error complaints, conduct concerns and potential systemic customer issues for escalation.
Support monthly reporting of QA results and preparation of materials for management, Risk, Compliance and governance forums.
Audit, Risk and Compliance Support
Coordinate evidence requests and maintain trackers for audits, compliance reviews, regulatory inspections, RCSA, control testing and management actions within the role scope.
Support preparation of management responses, remediation plans and closure packs, ensuring evidence is complete and appropriately approved.
Monitor action owners and target dates, promptly escalating delays, weak evidence or unresolved control gaps.
Maintain confidentiality, document control and clear audit trails across all oversight and QA activities.
Continuous Improvement and Stakeholder Support
Analyse QA results and complaint themes to identify training needs, process weaknesses and opportunities to improve controls and customer outcomes.
Support thematic reviews, awareness sessions, calibration meetings and quality coaching across Customer Engagement.
Work constructively with Complaints, Customer Care, Customer Insights and Analytics, CX, Compliance, Operational Risk, Internal Audit and business teams.
Provide concise updates to the Manager on key findings, emerging risks, overdue actions and remediation progress.
Requirements:
Education and Experience
Bachelors degree in Business Administration, Finance, Banking, Risk Management, Compliance, Quality Management, Customer Experience or a related discipline.
Professional certification or training in quality assurance, compliance, risk, audit, customer experience or process improvement is preferred.
1-2 years of relevant experience in banking or financial services, preferably within customer complaints, quality assurance, customer experience, operations, risk or compliance.
Working knowledge of customer protection, complaint-handling, conduct-risk and regulatory control requirements.
Experience in file reviews, sampling, exception reporting, action tracking, root-cause analysis or governance reporting is preferred.
Proficiency in Microsoft Excel, PowerPoint and Word; experience with complaint-management, CRM or risk systems is an advantage.
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