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Senior Advisor

Date: May 23, 2023

Location: Dubai, AE

Company: Geidea

About the job

Established in 2008, Geidea epitomises customer focused empowerment and commercial success through continuous innovation

Geidea makes best in class digital payment solutions available for all by attracting and leveraging the best creative & entrepreneurial talent in the market

Our solutions give any business the chance to get ahead and reach for more no matter their size or maturity.

Our technology mirrors our people - Smart, Innovative & Forward Thinking


To maintain competitive advantage as we grow, we are currently looking for a Head of Regulatory Affairs and Customer Complaints (UAE Nationals Only).




Operationalise changing policies, procedures, and processes in an often fast-paced Complaints Environment as per the regulatory requirement of UAE Central Bank. Also actively participate in the continuous improvement of such policies, procedures, and processes in support of effective complaints handling. always maintaining a strong regulatory focus. This position will act as a Strategic Advisor to the General Manager GCC at Geidea in all matters related to policy formulation, supervision and inspection, licensing for regulated entities and enforcement.


Your Responsibilities

Be the single point of contact for Geidea for all regulatory matters.

• Take the lead on all CB related issues including

• Exceptions

• Audits led by CB

• Future licenses

• Support in regulatory reporting governance of the Geidea UAE entity and regulatory compliance on all matters both at country/ emirates level.

• Work with internal compliance team to ensure they are aware about CB requirements at all times and changes when they happen are implemented in timely manner to ensure 100% compliance as per CBUAE.

• Work with CB to monitor changes in regulation and brief internal stakeholders on readiness levels.

• Be the first point of contact for complaints both regulatory as well non regulatory in nature. Work with internal; stake holders to address complaints and fix processes for recurring issues.

• Handle cases to the highest standard of customer care and resolve them satisfactorily and in accordance with FCA and TCF principles.

• Co-ordination is required with all Internal and external stakeholders and senior management including but not limited to UAE Central Bank, Geidea Operations, Legal and Compliance Departments

• Effective and timely resolution of complaints and in support of reduced re-opens, repeat complaints and escalations to the regulator

• Proactively identifies any customer experience deterrents and offers appropriate redress to compensate for any distress and inconvenience, whilst protecting the core values and integrity of Geidea.

• Resolving complaints in adherence with Industry Regulations, Internal business practices and TCF (Treating Customers Fairly) principles.

• Identifying any trends, issues or risks to the business and escalate to the respective team, as appropriate.

• Take responsibility for the delivery of own KPI’s to drive activity in focusing on meeting business requirements, SLA’s and KPI’s.

• Any other reasonable duties and responsibilities commensurate with the level and grading of the role.


Your Qualifications

  • You will have at least 6+ years working within or advising for UAE Central bank and or regulatory authorities.
  • This role requires demonstrable Complaints experience in an often-fast paced Call Centre/Customer Service environment, and experience of working within the financial services sector is highly beneficial.
  • Should have sound knowledge on Central Bank audits
  • Bachelor’s/University degree or equivalent experience.
  • Demonstrate the ability to provide an impartial and fair investigation into issues raised by the client.
  • Demonstrate excellent written and oral communication skills.
  • Understanding of the Complaint handing regulatory requirements
  • A self-starter who can show they have worked well on their own and as part of a team
  • Demonstrating a real drive and ability to innovate and deliver creative conflict resolution.


Our values guide how we think and act - They describe what we care about the most

Customer first - It’s embedded in our design thinking and customer service approach

Open - Openness allows us to constantly improve and evolve

Real - No jargon and no excuses!

Bold - Constantly challenging ourselves and our way of thinking

Resilient – If we fail, we bounce back stronger than before

Collaborative - We know that we can achieve a lot more as a team

We are changing lives by constantly striving for a better solution

Click apply below and become part of the Geidea story