Overview
Complaints Management Executive Jobs in Dubai, Dubai, United Arab Emirates at InsuranceMarket.ae™
Title: Complaints Management Executive
Company: InsuranceMarket.ae™
Location: Dubai, Dubai, United Arab Emirates
Complaints Management Executive – Quality & Governance Division
Location: Dubai
Role Overview:
Support the Manager in driving end-to-end complaint handling, ensuring timely, compliant resolution while turning complaints into actionable insights for CX improvement, operational efficiency, and reputation management. Act as a key partner to frontline teams, product, operations, and compliance functions, ensuring smooth execution of complaint processes and escalation management.
Key Responsibilities include but are not limited to
- Complaint Case Management
- Assist in receiving, logging, categorizing, and tracking complaints through to resolution.
- Ensure accurate documentation and record-keeping in complaint management systems.
- Monitor complaint SLAs and escalate potential delays to the Complaint Manager promptly.
- Support the preparation of responses for high-impact or regulatory complaints.
- Compliance & Governance
- Ensure all complaint handling activities comply with regulatory and internal policy requirements.
- Conduct quality checks on case documentation, resolution notes, and closure evidence.
- Assist in preparing periodic reports for compliance and audit review.
- Data Analysis & Reporting
- Support in maintaining complaint dashboards, metrics, and trend analysis reports.
- Extract and compile data insights for management presentations.
- Help identify emerging issues or recurring root causes based on complaint data.
- Participate in cross-functional review sessions to discuss complaint trends and improvement actions.
- Process Improvement & AI Integration Support
- Contribute ideas to enhance automation and efficiency in complaint tracking and reporting tools.
- Support digital and AI-driven initiatives under the Complaint Manager’s guidance.
- Document process improvements, feedback loops, and updated workflows.
Key Success Metrics
- Complaints accurately logged and tracked in the system.
- Timely closure of cases in line with SLAs and regulatory timelines.
- Quality and accuracy of documentation and reports.
- Reduction in follow-up or reopened complaints.
- Compliance with internal governance and external audit requirements.
- Positive collaboration feedback from internal stakeholders.
- Increased operational efficiency through improved processes or automation.
Skills & Competencies
- Strong organizational and coordination skills.
- Attention to detail and commitment to data accuracy.
- Clear communication and stakeholder management abilities.
- Analytical mindset with ability to interpret complaint data and trends.
- Proficiency in complaint management systems and Microsoft Office tools.
- Knowledge of regulatory complaint handling guidelines.
- Team player with a proactive and customer-focused attitude.
Qualifications & Experience
- Bachelor’s degree in Business Administration, Banking, or a related field.
- 3–5 years of experience in complaint handling, customer experience, or operations within banking, insurance, or financial services.
- Experience with complaint tracking systems and regulatory reporting preferred.
- Exposure to quality assurance, audit, or compliance functions is an advantage.
