Government Compliance Advisor (Emirati National)

Location: On-site in Dubai, United Arab Emirates

Company

Fintech platform serving customers and partner merchants across Saudi Arabia and the GCC through financial solutions for retail, travel, education, healthcare, and other sectors.

What you will do

• Review investigations and validate the quality, accuracy, completeness, and regulatory suitability of responses prepared by the Care Operations maker team.
• Submit final responses for complaints escalated through Sanadak and the AECB Dispute & Complaints Management platform within required timelines.
• Act as the UAE-based contact for Sanadak, AECB, and CBUAE case officers, handling calls, queries, and clarifications during business hours.
• Track regulator-driven SLAs, escalate potential breaches, and coordinate with Care Operations, Compliance, Product, and Tech on root-cause remediation.
• Maintain audit-ready case records and prepare reports on complaint volumes, resolution rates, SLA adherence, and root-cause themes.
• Support CBUAE audits and inspections and improve UAE complaint-handling SOPs, decision matrices, response templates, and quality standards.

Requirements

• Bachelor’s degree, ideally in Business, Law, Finance, or a related discipline.
• At least 3 years of experience in complaints handling, customer operations, compliance operations, or a regulatory-facing role, ideally in banking, fintech, BNPL, insurance, or another regulated financial services environment.
• Native or fluent Arabic and strong professional English, written and spoken.
• Strong written communication skills for drafting clear, factual, regulator-appropriate case responses.
• Sound judgment and the ability to make defensible decisions on case classification, remediation, and compensation within a policy framework.
• Detail-oriented, structured, and able to work under tight regulator-driven timelines.
• Comfortable coordinating across multiple internal teams and holding stakeholders to timelines without direct reporting authority.
• Emirati national able to serve as the UAE-based accountable contact for regulator-facing complaints.

Nice to have

• Direct experience handling regulator escalations involving Sanadak, CBUAE, SAMA, or an equivalent regulator.
• Familiarity with Salesforce or similar case management tools.

Culture & Benefits

• On-site work based in Dubai.
• Cross-functional collaboration with Care Operations, Compliance, Product, and Tech teams.
• Work focused on regulatory accountability, customer complaint resolution, audit readiness, and continuous process improvement.