Manager, CPR Oversight & QA ( UAE National )

Commercial Bank of Dubai
Dubai
Workplace: OnsiteFull timeFunction: QA, Test & Release EngineeringExperience: 5-10 yearsEducation: bachelorsSkills: ["Quality assurance","Governance","Stakeholder management","Risk escalation","Continuous improvement"]

Provide independent oversight and quality assurance across the Customer Engagement function to ensure effective implementation and ongoing compliance with the UAE Consumer Protection Regulation (CPR) and related standards. You will validate complaint handling quality, customer insights and experience activities, reporting integrity, and regulatory alignment. Lead CPR governance, sampling-based QA reviews, audit/compliance coordination, risk escalation for conduct and control gaps, and continuous improvement through dashboards, scorecards, and management reporting.

Loading

Loading job details...

Preparing the role view and application actions.

FursaFursa
Commercial Bank of Dubai
Commercial Bank of Dubai
2 days ago

Manager, CPR Oversight & QA ( UAE National )

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI
Last checked: 21 hours agoStatus: Live

Job Summary

Provide independent oversight and quality assurance across the Customer Engagement function to ensure effective implementation and ongoing compliance with the UAE Consumer Protection Regulation (CPR) and related standards. You will validate complaint handling quality, customer insights and experience activities, reporting integrity, and regulatory alignment. Lead CPR governance, sampling-based QA reviews, audit/compliance coordination, risk escalation for conduct and control gaps, and continuous improvement through dashboards, scorecards, and management reporting.
Location: Dubai
Workplace: Onsite
Employment Type: Full time
Job Function: QA, Test & Release Engineering
Seniority: Manager level

Key Responsibilities

  • •Oversee CPR implementation and control effectiveness across Customer Complaints, Customer Insights & Analytics, Customer Experience, and related Customer Engagement processes.
  • •Conduct QA reviews of complaint documentation, investigation quality, customer communication, call handling, checklists, and closure evidence; issue findings, scorecards, and trend analysis with recommended actions.
  • •Review compliance with regulatory timelines, complaint handling principles, root cause analysis standards, escalation requirements, and reporting obligations.
  • •Coordinate with Compliance, Internal Audit, Operational Risk, Regulatory Affairs, and stakeholders for annual reviews, audits, regulatory notices, and remediation actions.
  • •Oversee CPR-related reporting accuracy and timeliness, validate analytics and reporting methodologies (including Voice of Customer and NPS/CSAT), and support audits/inspections through evidence and closure packs.

Key Requirements

  • •Bachelor’s degree in business administration, finance, banking, customer experience, quality management, or a related discipline.
  • •5-10 years of banking experience.
  • •Minimum 5 years in customer complaints management, quality assurance, customer experience, service quality, operational risk, or compliance.
  • •Strong knowledge of customer complaint lifecycle management and regulatory requirements.
  • •Experience in quality reviews, performance monitoring, process improvement, and governance reporting; professional certifications in relevant areas are preferred.
Experience:5-10 yearsBankingCustomer complaintsCustomer experienceComplianceOperational risk
Education:Bachelor's
Skills:Quality assuranceGovernanceStakeholder managementRisk escalationContinuous improvement

Eligibility

Nationality:UAE National

Company Brief

Commercial Bank of Dubai
Commercial Bank of Dubai (CBD) is a UAE-based full-service bank providing personal, corporate and digital banking solutions, trade finance, treasury and wealth services. Operating for over 50 years, CBD supports UAE businesses and individuals through branches and digital channels.
Industry: Banking
Company Size: Enterprise (1,001+ employees)
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Dubai, United Arab Emirates
Founded: 1969
Glassdoor
Glassdoor: 2.5
WebsiteLinkedInGlassdoor