Careers for a Changing World of Islamic Banking. Senior Officer - Quality Assurance (UAE Nationals Only) Type Market Conduct and Consumer Protection
Job Category Market Conduct and Consumer Protection
Job Purpose:
The Consumer Protection Senior Officer is responsible for safeguarding the rights and interests of customers by ensuring compliance with relevant consumer protection regulations and standards. This role involves monitoring and enforcing policies that protect consumers from unfair practices, overseeing complaint resolution processes, and ensuring that the organization's products and services adhere to regulatory requirements. The Consumer Protection staff also works to foster a culture of transparency and fairness within the organization
Key Accountabilities:
- Conduct a quality assurance of the mentioned Product/Service to monitor the CPS implementation, TAT Adherence, analyze feedback, call back and complaint reports to identify any mis selling and consumer protection breach.
- Prepare a final comprehensive report of the finding and improvement road map with execution expected timelines.
- Following up with all stakeholders on identified gaps and solutions to ensure compliance with regulatory standards.
- Support the timely publication of comprehensive monitoring updates for senior stakeholders, covering all key aspects of Consumer Protection Regulations.
- Review policies and procedures related to Consumer Protection and other regulatory guidelines, as well as feedback from Internal Audit, Compliance, and Regulators. Lead ongoing bank-wide regulatory initiatives concerning Consumer Protection.
- Ensure all reports, dashboards, and related materials regarding Consumer Protection Regulations are published according to established deadlines.
- Provide timely updates to regulatory bodies and Senior Management, highlighting key areas of concern during management reviews, including at the Consumer Protection Steering Committee.
- Identify weaknesses and implement control checks, collaborating with relevant stakeholders to ensure ongoing compliance with prescribed Consumer Protection standards.
- Coordinate with Business Units, Segments, and Channels for internal and external audit reviews related to Consumer Protection Regulations, overseeing the timely resolution of any related findings.
- Manage audit-related activities in collaboration with various units, coordinating action plans with relevant stakeholders to address and remediate non-compliant or partially compliant audit findings
- Strong analytical, critical thinking, and problem-solving skills.
- Excellent report writing, presentation, and communication skills.
- Ability to interpret regulations and assess compliance against regulatory requirements.
- Strong stakeholder management, influencing, and collaboration skills.
- High attention to detail with the ability to manage multiple priorities and meet deadlines.
- Proficient in Microsoft Office applications (Excel, Word, PowerPoint); knowledge of Power BI or data analytics tools is an advantage.
- High integrity, professionalism, and sound judgment.
- Strategic and customer-centric mindset.
- Strong collaboration and relationship management skills.
- Ability to manage multiple priorities and deliver under pressure.
- Committed to continuous improvement, innovation, and regulatory excellence.
Qualifications, Experience & Skills:
- Bachelor’s degree in Business Administration, Finance, Banking, Law, Risk Management, or a related discipline.
- Professional certifications in Compliance, Consumer Protection, Quality Assurance, Risk Management, or Internal Audit are an advantage.
- Minimum 5 years of banking experience in Quality Assurance, Consumer Protection, Compliance, Risk Management or Internal Audit.
- Experience in conducting quality reviews, regulatory assessments, and monitoring customer journeys within a financial institution.
- Strong knowledge of CBUAE Consumer Protection Regulations (CPRS) and Conduct Risk principles.
- Sound understanding of banking products, services, operations, and customer lifecycle.
- Knowledge of Quality Assurance methodologies, root cause analysis, and regulatory reporting.
- Familiarity with governance, internal controls, and risk management practices.
Sharjah Islamic Bank (SIB) started servicing the society in 1975; providing banking services to individuals and companies. An Amiri decree; released by His Highness Dr. Sheikh Sultan Bin Mohamed Al Qassimi the member of the Supreme Council & Ruler of Sharjah, was issued to launch & green-light the bank expedition. The bank was originally founded as National Bank of Sharjah and was suited the first bank to convert to Islamic Banking in 2002.
The revolutionizing from commercial banking to Islamic banking was a significant twist for the bank. Not only were specialized products & services modulated for customers, the banks entire organization was converted to be conventional to Islamic regulations. Now, SIB offers customers a broad range of Sharia'a compliant retail, corporate & investment services through the extensive UAE networks.
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