Manager, CPR Oversight & QA ( UAE National )
Core
Provide independent oversight and quality assurance for the Customer Engagement function, ensuring compliance with UAE Consumer Protection Regulations (CPR) and managing complaint handling, customer insights, and regulatory reporting. (via careerplan.io/jobs/14-007-87-E6D-manager-cpr-oversight-qa-uae-national)
Role type
Manager, Regulatory Compliance & Quality Assurance (Banking)
Builds
Regulatory compliance frameworks, quality assurance processes, and customer protection reporting mechanisms for a major UAE bank.
Domain
Banking / Financial Services / Regulatory Compliance
Deliverable
dashboards & analysis
Required skills
Regulatory compliance oversight, quality assurance auditing, complaint handling governance, stakeholder management, risk assessment, data analysis, process improvement, report validation, training facilitation, audit coordination
Preferred skills
Knowledge of CBUAE regulations, experience with customer experience metrics (NPS/CSAT), proficiency in root cause analysis, ability to influence senior management
Technologies
Regulatory reporting tools, QA checklists, customer analytics platforms, audit management systems
Responsibilities
Oversee CPR implementation and control effectiveness across customer engagement processes; Conduct quality assurance reviews of complaint documentation and customer interactions; Coordinate with Compliance, Internal Audit, and Regulatory Affairs for annual reviews and audits; Review and validate customer insights, analytics, and regulatory reports; Identify and escalate customer conduct risks and control gaps; Lead thematic deep dives on recurring customer issues and recommend process enhancements.
Seniority
Manager, hands-on IC with strategic oversight