Title: Head of SAMA ComplaintsLocation: Riyadh, Saudi ArabiaReporting to: EVP, Customer CareSubordinates: 40-50
We are supporting a leading banking institution in Riyadh in the appointment of a Head of SAMA Complaints, a critical leadership role responsible for overseeing regulatory complaint handling in alignment with Saudi Central Bank (SAMA) requirements.This role combines strategic oversight and operational leadership, managing a large-scale complaints and resolution function while ensuring full compliance with regulatory frameworks and delivering best-in-class customer outcomes.
Key ResponsibilitiesStrategic LeadershipDefine and implement the end-to-end strategy for SAMA complaint handling and resolution across the bankDrive continuous improvement initiatives to enhance customer experience, complaint resolution times, and regulatory complianceAct as the primary liaison with SAMA on all complaints-related matters, ensuring transparency and alignmentTranslate regulatory updates into actionable internal policies and proceduresOperational ManagementLead and develop a team of 40–50 professionals across complaints intake, investigation, and resolutionOversee daily operations, ensuring all complaints are managed within SLA and regulatory timelinesEstablish robust governance frameworks, escalation protocols, and quality assurance processesMonitor complaint trends, root causes, and systemic issues, implementing corrective actions across business unitsRegulatory & ComplianceEnsure full adherence to SAMA regulations, policies, and reporting standardsOwn all regulatory reporting related to complaints, including accuracy, timeliness, and audit readinessPartner closely with Compliance, Risk, and Legal teams to mitigate regulatory exposureSupport internal and external audits, ensuring strong documentation and controlsStakeholder ManagementCollaborate with senior leadership across Retail, Corporate, Digital, and Operations functions to address complaint driversEngage with government and regulatory stakeholders where requiredProvide regular executive reporting and insights to the EVP Customer Care and wider leadership teamData & InsightsLeverage data analytics to identify trends, recurring issues, and areas for improvementDevelop dashboards and reporting frameworks to track KPIs, SLAs, and customer satisfaction metricsUse insights to influence product, process, and service enhancements across the bankPeople LeadershipBuild, mentor, and lead a high-performing complaints and resolution teamFoster a culture of accountability, customer-centricity, and continuous improvementDrive capability development, particularly in regulatory knowledge and customer handling excellence
Mandatory Requirements:Saudi National applicants only pleaseMust have experience within financial services sector (experience dealing with SAMA)preferred to have government industry experienceminimum 10 years in same or similar roleBachelors degree minimum qualificationMust have experience managing large teams as this team will be 40-50 head countStakeholder management experience mandatory
