Head of Consumer Protection

Job Summary

Head Of Consumer Protection

Uae Exchange Industry

Key Responsibilities

• Lead the implementation and oversight of the Consumer Protection framework in line with UAE Central Bank regulations.
• Ensure compliance with all applicable Consumer Protection Regulations and regulatory requirements.
• Develop, review, and enhance policies and procedures related to customer protection, complaints handling, disclosures, and customer conduct.
• Oversee customer complaint management processes and ensure timely investigation and resolution of escalated cases.
• Monitor business practices to ensure fair treatment of customers and regulatory compliance.
• Conduct risk assessments and identify potential consumer protection and conduct-related risks.
• Coordinate with Compliance, Operations, Risk, Audit, and Business departments to ensure regulatory alignment.
• Lead regulatory reporting and manage communications related to Consumer Protection matters.
• Support regulatory inspections, audits, and internal compliance reviews.
• Drive awareness and training programs related to Consumer Protection and customer conduct standards.
• Prepare management reports, dashboards, and compliance updates for senior leadership.
• Recommend process improvements to strengthen customer experience and regulatory adherence.

Requirements

• Bachelor’s Degree in Law, Finance, Business Administration, Compliance, or related field.
• Minimum 8–12 years of experience in Compliance / Consumer Protection / Regulatory Governance within UAE financial services.
• Mandatory experience in the UAE Exchange House / Remittance Industry.
• Strong working knowledge of:

• UAE Central Bank Consumer Protection Regulations

• Exchange House regulatory requirements
• AML/CFT regulations
• Complaint management frameworks
• Conduct risk and customer fairness principles
• Regulatory reporting and governance practices
• Proven experience handling regulatory audits and inspections.
• Strong leadership, analytical, and stakeholder management skills.
• Excellent communication and report-writing abilities.

Preferred Qualifications

• Professional certifications in Compliance, AML, Risk Management, or Governance are preferred.
• Previous experience managing Consumer Protection or Compliance teams within Exchange Houses or Banking institutions.
• Strong understanding of customer-centric regulatory frameworks and operational controls.

Employment Type - Full Time