Manager – Quality & Governance

Reports To: Chief Quality & Governance Officer

Location: Dubai

Role Overview:

Manage complaints and quality assurance across all customer-facing channels, ensuring timely resolution, regulatory compliance, and actionable insights that strengthen client experience. This role complements the Chief Quality & Governance Officer by translating strategy into execution, embedding governance, digital service excellence, and continuous improvement into daily operations. Act as a key partner to frontline teams, product, operations, and compliance functions, ensuring every customer pain point is resolved with accountability and quality assurance frameworks deliver measurable improvements in loyalty and reputation.

Key Responsibilities include but are not limited to

1. Customer Complaints & Resolution Governance

• Manage the end-to-end complaints process, ensuring SLA compliance and regulatory adherence.
• Act as the operational escalation point for complex complaints, embedding transparency and fairness.
• Translate complaint insights into corrective actions and frontline improvements.

1. Quality Assurance & Service Audits

• Oversee QA audits and mystery shopping programs to monitor service consistency and compliance.
• Consolidate QA and complaint insights into actionable recommendations for training, coaching, and process enhancements.
• Ensure frontline teams are evaluated against clear CX and governance KPIs.

1. Customer Insights & Journey Improvement

• Analyse customer feedback, complaints data, and QA results to identify systemic gaps.
• Prepare dashboards and reports on customer experience, cost-to-serve, and service efficiency.
• Support journey mapping and RCA initiatives to highlight pain points and propose practical fixes.

1. Cross-Functional Collaboration & Execution

• Partner with product, sales, operations, and training teams to ensure customer pain points are addressed with accountability.
• Support the Chief in embedding customer-centric practices across hiring, training, and performance reviews.
• Drive daily and weekly focus on customer outcomes through structured governance routines.

1. Innovation & AI-Driven Practices

• Leverage AI tools for complaint tracking, sentiment analysis, and predictive diagnostics.
• Automate QA and complaint reporting to improve speed, transparency, and advisor-level insights.
• Contribute to testing and adoption of new digital solutions that enhance service delivery and efficiency.

Key Success Metrics

• Complaints consistently resolved within regulatory and internal SLAs, with reduced repeat escalations.
• QA audits and mystery shopping drive measurable improvements in frontline performance and compliance.
• Sustained improvement in NPS, CSAT, and first-contact resolution linked to complaint and QA interventions.
• Dashboards provide clear visibility into advisor-level performance, cost-to-serve, and systemic gaps.
• Full adherence to regulatory requirements across complaints and QA processes, with timely corrective actions.
• Reduction in negative online reviews attributable to effective complaint handling and QA oversight.
• Continuous improvement embedded into training, coaching, and cross-functional initiatives, ensuring measurable ROI.

Skills & Competencies

• Strong knowledge of regulatory frameworks, complaint management, and QA best practices.
• Analytical mindset with ability to translate data into actionable improvements.
• Effective communication, negotiation, and conflict resolution skills.
• Leadership and team management capabilities.
• Customer-centric mindset with focus on empathy and accountability.
• Proficiency in complaint tracking systems, QA dashboards, and AI/analytics tools

Qualifications & Experience

• Bachelor’s degree in business, Banking, Finance, or related field (master’s preferred).
• 7–10 years of experience in complaint management, QA, or CX within banking, insurance, or financial services.
• Proven track record in compliance, dispute resolution, and operational improvement.
• Experience leading cross-functional initiatives and reporting to senior leadership.