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Manage customer complaints from receipt through closure by investigating cases, coordinating with stakeholders, communicating resolutions, maintaining accurate records, and ensuring compliance with bank policies and regulatory requirements. Conduct root-cause analysis, identify process improvements, escalate risks or delays, support service recovery, monitor complaint trends, and assist with daily team activities.

Manages and grows CBD’s contracting-sector client portfolio across the UAE and GCC. Responsibilities include acquiring clients, generating business, cross-selling banking products, monitoring credit risk and financial covenants, arranging structured transactions, conducting client and project site visits, completing credit reviews, ensuring regulatory compliance, and supporting portfolio returns. The role also contributes to business strategy and mentors relationship officers.

Supports customer protection oversight and quality assurance in banking. Reviews complaints, customer communications, records, and regulatory controls; maintains evidence and action trackers; validates reporting accuracy; identifies control gaps and recurring customer issues; prepares QA scorecards and governance materials; supports audits, compliance reviews, remediation tracking, thematic reviews, and continuous improvement across customer engagement functions.

Supports bank-wide data governance and quality operations, including critical data element and business glossary maintenance, data-quality rule management, monitoring, reporting, issue remediation, metadata and lineage documentation, audit support, governance forums, stakeholder training, and continuous improvement using Informatica and related data-management tools.

Manage credit documentation operations for wholesale banking facilities, ensuring compliance with bank policies, UAE laws, Central Bank guidelines, and approved credit terms. Oversee offer letters, loan and collateral documentation, fit-to-lend checks, deferrals, document safekeeping, collateral inspections, and limit releases. Lead staff, monitor service levels and workflows, maintain reports and KPIs, and mitigate credit, legal, and operational risks.

Leads bank-wide financial planning, rolling forecasts, performance reporting, capital and balance-sheet planning, expense governance, cost control, financial modeling, peer benchmarking, and business insight. Supports the Group CFO and Head of Planning and Performance, manages reporting and analysis, evaluates strategic initiatives, develops performance metrics, and drives improvements in management information and reporting processes.

Oversee customer due diligence, enhanced due diligence, KYC refreshes, trigger-event reviews, sanctions screening, and financial crime risk assessments for retail banking customers. Lead reviews involving PEPs, high-net-worth individuals, non-residents, and complex wealth profiles. Manage escalations, management reporting, audits, process improvements, and quality controls while guiding the due diligence team and collaborating with business, compliance, regulatory, and operations stakeholders.

Manages digital customer acquisition across mobile banking, online banking, CRM, and other digital channels. Develops acquisition, engagement, onboarding, cross-selling, loyalty, and retention strategies; optimizes customer journeys; executes personalized campaigns; monitors KPIs and campaign ROI; coordinates with product, IT, design, and customer experience teams; evaluates emerging digital banking technologies; and ensures compliance with banking regulations and data privacy requirements.

Leads the bank’s AML/CFT program and serves as Deputy MLRO, overseeing suspicious activity reporting, transaction monitoring, investigations, sanctions controls, regulatory engagement, policy governance, quality assurance, training, and customer exits. The role manages AML risk, evaluates alerts and STRs, optimizes monitoring scenarios and thresholds, addresses control gaps, advises senior management and business teams, and supervises AML staff and system enhancements.

Conducts control testing and quality assurance across Wholesale Banking Group activities. Reviews policies, procedures, RCSAs, audit findings, regulatory changes, onboarding controls, and first-line controls. Leads risk and control assessment workshops, monitors remediation actions, prepares review reports and management information, supports audits, manages incidents, and advises senior stakeholders on compliance and operational risk improvements.