Complaints Lead

About Wio

Wio Bank is a leading one-of-a-kind financial platform that is revolutionizing the banking industry in the MENA region. Our platform is here to reboot personal and business banking in the digital age. Our personalised features and seamlessly integrated services are built around your needs, helping you spend, save, and plan for your future.

About This Role

The Wio Bank Strategy Team is seeking a Complaints Lead to manage internal complaints and cases received through Sanadak across Personal, Business and Islamic Banking. The role leads the complaints team, oversees investigations and fair, evidence-based outcomes, and ensures timely resolution in line with applicable regulatory requirements and internal standards.

You will strengthen operational controls, support analysts and work with specialist teams to resolve complex cases. Using complaint trends, quality findings and customer feedback, you will identify recurring issues, drive corrective actions and provide clear reporting to senior management and governance committees.

What you’ll be responsible for:

• Complaint Operations and Team Leadership: Lead daily case allocation, workload planning, ageing reviews and analyst support to maintain clear ownership and timely resolution.
• Regulatory Adherence and Controls: Oversee complaint registration, acknowledgements, updates, final responses and recordkeeping in line with applicable CBUAE, Sanadak and internal requirements.
• Process, SOP and Policy Management: Maintain practical procedures for receiving, investigating, escalating and resolving complaints, with consistent classification, outcomes and documentation.
• Stakeholder Coordination and Escalation: Work with Payments, Fraud, Compliance, Technology, Legal and Product teams to obtain evidence, resolve dependencies and escalate cases at risk of delay.
• Complex and Sanadak Case Management: Oversee sensitive and escalated investigations, challenge incomplete findings and ensure responses address each customer allegation with a supported decision.
• Quality and Customer Experience: Work with QA to review audit findings, improve response quality and empathy, and address investigation gaps, rework and recurring service failures.
• Training and Specialist Support: Coach analysts, coordinate segment specialists and conduct case calibrations and knowledge sharing to strengthen investigation and decision-making skills.
• Management Reporting: Prepare accurate KPI, risk and trend reporting for C-Levels and senior management, highlighting overdue cases, drivers, corrective actions and decisions required.
• Root Cause and Continuous Improvement: Use complaint data and QA findings to identify systemic issues, agree actions with accountable owners and track delivery and effectiveness.

What are we looking for?

• Complaints Leadership: Proven experience leading complaints handling or customer service (Front Office or Back Office) in banking or financial services, including complex investigations, escalated cases, team supervision and collaboration across departments.
• Regulatory Knowledge: Working knowledge of UAE banking consumer protection and Sanadak complaint-handling requirements, with the ability to translate them into operational controls and clear responses.
• Education: Bachelor’s degree in business administration, finance or a related field. Relevant certifications in complaints management, consumer protection or operational excellence are a plus.
• Analysis and Reporting: Strong analytical judgement and proficiency in CRM systems, and performance reporting, including TAT, SLA adherence, complaint trends and root-cause analysis.
• Communication and Stakeholder Management: Clear written and verbal communication, empathetic customer handling and the ability to challenge findings and secure action from specialist teams.
• Operational Judgement: Strong prioritization skills, attention to detail and evidence-based decision-making, with the ability to manage competing deadlines and maintain reliable case records.
• Nice to Have: Familiarity with AI and automation initiatives in operations, such as complaint classification, knowledge retrieval and response drafting, with appropriate human review and data confidentiality controls.

What is in it for you?

• Contributing to a digital financial platform serving personal and business banking customers across the UAE.
• Joining a culture focused on performance and customer outcomes.
• Working alongside colleagues with experience in fintech and financial services.
• 28 working days of annual leave, plus public holidays in line with applicable policy.
• Benefits including private health and life insurance, flexible working hours and hybrid working, subject to company policy.
• Working in an international team with colleagues from diverse backgrounds.