Customer Care Head (Location Control Management)

If you are interested in working in a fast-paced and dynamic environment aiming to identify emerging themes and adequately addressing those apply for the role! The Customer Care Head & Location Control Management group are responsible for the implementation and execution of governance and controls over operational risk. The Controls group works in close partnership with Business and Functional Leads that support activities locally regionally and globally and is functionally aligned to CIB Finance and Business Management and EMEA Regional Control Management.

As Customer Care Head in the Location Control Management team you are accountable for providing oversight of all aspects of customer complaint management service quality conduct risk and regulatory compliance for the Saudi branch. You will act as the single point of contact for customer treatment fair outcomes and regulatory adherence.

You will also participate and support the Riyadh Branch Legal Entity LORCCs (Location Operational Risk Committees) Outsourcing Forum and Regulatory Change Forums (RCFs). You will have to report and escalate to the Regional Governance committees and be a member of the Location Management Committee (LMC).

Job responsibilities

• Complaint Governance: Own end-to-end complaint lifecycle for all products/channels
• Regulatory Compliance & Local Adaptation: First-line owner for SAMA Consumer Protection Principles and complaint handling regulations. Lead regulatory reporting and direct engagement with SAMA.
• Ensure local regulatory requirements are mapped to and integrated with the firms global customer care policies adapting processes to meet Saudi-specific needs.
• Align local service delivery with global frameworks while tailoring approaches to local customer expectations and local regulatory requirements.
• Connect and Collaborate with all stakeholders involved in the complaints handling process: Work closely with all Customer Care teams (complaints call centre service quality) to ensure effective coordination best practice sharing and alignment with both local and global standards. Support and influence staffing training performance and workflow optimisation through partnership and guidance.
• Oversees the location control environment and provide a consolidated view of operational risk controls for the location to ensure problems are promptly escalated and remediated; ensure appropriate governance coordination and execution of Global Control Projects and cross LOB Programs
• Acts as a member of the Local Management Committee (LMC)
• Provides coverage of Legal Entity control matters and coordinate internal control regulatory deliverables across local and regional aligned functions (includes management of regulatory request and interaction with the Regulator)
• Facilitates review for Legal Entity attestations and works in partnership with Business Controls Managers (BCMs)/Central Control Office to advise on and coordinate responses to regional/local regulatory inquiries and exams
• Partners with the business to prepare for location specific audits and support the implementation of Corporate owned polices in country including review and identification of local gaps. Supports Internal and External Audits Operational Risk Management and Compliance work in the execution of reviews
• Partners with the Business Control Management (BCM) to review results from the risk and control self-assessment process to identify issues and themes impacting the local control environment.

Required qualifications capabilities and skills

• Experience: Experience in banking/financial services; 5 years in complaints/conduct risk; regulated environment experience (SAMA FCA etc.)
• Education: Bachelors in business Finance Law Risk or related; MBA or relevant certifications preferred.
• Skills: Deep knowledge of complaint handling consumer protection conduct risk and service quality. Strong influencing regulatory engagement and leadership under pressure.
• Behaviours: High integrity customer advocacy resilience excellent communication (English; Arabic desirable) ability to operate in a matrix structure.
• Take ownership of issues and lead them to resolution highly motivated self- starter
• Strong team player with solid influencing skills able to partner with departments in a global organization
• Strong organizational skills ability to effectively manage tasks under time pressure and constrains
• Analytical mind-set able to identify high-level but also detailed issues
• Shows good judgment maturity and experience to identify risks and escalate where required
• Excellent written and verbal communication skills with the ability to present information in different forms and details based on the audience
• Strong in Microsoft Office.