Head of SAMA Complaints Client of Aventus Global Talent

Key Responsibilities

Strategic Leadership

• Define and implement the end-to-end strategy for SAMA complaint handling and resolution across the bank
• Drive continuous improvement initiatives to enhance customer experience, complaint resolution times, and regulatory compliance
• Act as the primary liaison with SAMA on all complaints-related matters, ensuring transparency and alignment
• Translate regulatory updates into actionable internal policies and procedures

Operational Management

• Lead and develop a team of 40 50 professionals across complaints intake, investigation, and resolution
• Oversee daily operations, ensuring all complaints are managed within SLA and regulatory timelines
• Establish robust governance frameworks, escalation protocols, and quality assurance processes
• Monitor complaint trends, root causes, and systemic issues, implementing corrective actions across business units

Regulatory & Compliance

• Ensure full adherence to SAMA regulations, policies, and reporting standards
• Own all regulatory reporting related to complaints, including accuracy, timeliness, and audit readiness
• Partner closely with Compliance, Risk, and Legal teams to mitigate regulatory exposure
• Support internal and external audits, ensuring strong documentation and controls

Stakeholder Management

• Collaborate with senior leadership across Retail, Corporate, Digital, and Operations functions to address complaint drivers
• Engage with government and regulatory stakeholders where required
• Provide regular executive reporting and insights to the EVP Customer Care and wider leadership team

Data & Insights

• Leverage data analytics to identify trends, recurring issues, and areas for improvement
• Develop dashboards and reporting frameworks to track KPIs, SLAs, and customer satisfaction metrics
• Use insights to influence product, process, and service enhancements across the bank

People Leadership

• Build, mentor, and lead a high-performing complaints and resolution team
• Foster a culture of accountability, customer-centricity, and continuous improvement
• Drive capability development, particularly in regulatory knowledge and customer handling excellence