Manager - CBUAE Regulatory Oversight & Complaints, BancTakaful

Act as a critical link between the Compliance Department, Central Bank regulatory bodies, and BancTakaful operations, while also overseeing all after-sales customer service requests related to BancTakaful products.

Key Responsibilities:

Regulatory Oversight (as a Second Line Support):

• Serve as the intermediary between the Compliance Department and BancTakaful operations for regulatory matters.
• Support the Compliance Department by ensuring that BancTakaful products adhere to all Central Bank and regulatory guidelines.
• Assist in gathering and preparing reports or documentation requested by the Compliance Department for submission to regulatory bodies.
• Monitor and report on the implementation of compliance directives from the Compliance Department within the BancTakaful unit.
• Stay informed of regulatory updates and work with the Compliance Department to assess their impact on BancTakaful products and services.
• Manage and develop regulatory coaching materials to meet organization standards.

 After-Sales Customer Services & Complaints:

• Oversee all after-sales service requests from BancTakaful customers, ensuring timely and effective resolution.
• Handle escalated customer inquiries, service requests, and complaints, focusing on maintaining high service quality.
• Collaborate with internal teams to resolve complex after-sales issues and improve the overall customer experience.
• Ensure after-sales processes, such as policy changes, claims processing, or renewal requests, are handled efficiently and in accordance with both regulatory requirements and customer expectations.
• Working closely with the Complaints Team, to ensure service standards are met and customer complaints are resolved within acceptable TAT.

 Coordination and Process Improvement:

• Liaise with the Compliance, Audit Departments, Central Bank, and Takaful providers to streamline regulatory and after-sales processes.
• Identify opportunities for improving the after-sales customer service experience by analyzing feedback and performance data.

• Propose and implement initiatives that enhance both regulatory compliance and customer satisfaction in the after-sales phase. 

All the above accountabilities includes but not limited to any additional/new tasks or responsibilities assigned by the line Manager

• Minimum Bachelor Degree or Equivalent
• Master’s Degree is a plus.
• Minimum 4-6 years of experience in retail banking and products, consumer behavior, marketing and product development practices.