Government Escalation Advisor

About Tamara

Tamara is a pioneering fintech platform operating primarily in Saudi Arabia and the Gulf Cooperation Council (GCC) region. Focused on empowering customers, Tamara aims to develop the world’s most customer-oriented financial super-app. The platform caters to millions and partners with notable international and regional brands such as SHEIN, Jarir, noon, IKEA, and Amazon, alongside numerous small and medium enterprises. Backed by key investors including Sanabil Investments (a Public Investment Fund subsidiary), SNB Capital, and Checkout.com, Tamara maintains its headquarters in Riyadh with regional and global offices supporting its operations.

Role Overview

We are seeking an experienced Government Escalation Advisor to join our Customer Experience division based in Dubai, UAE. In this essential role, you will manage escalated complaints received through regulatory platforms like Sanadak (Central Bank of UAE Ombudsman Unit) and the soon-to-launch AECB Dispute & Complaints Management system. Acting as the official UAE point of contact for all escalated cases, you will oversee case reviews, ensuring timely, accurate, and high-quality submissions to regulatory authorities in compliance with UAE laws. This position demands UAE residency and a valid Emirates ID.

Core Responsibilities

• Serve as Tamara's authorized reviewer and submitter for all escalated regulator cases via Sanadak and AECB platforms.
• Examine case investigations and draft communications prepared by the internal Care Operations team to validate their thoroughness, accuracy, and compliance before submitting finalized reports within designated deadlines.
• Act as the primary liaison for direct engagement with case officers from Sanadak, AECB, and the Central Bank of UAE during operating hours.
• Monitor and manage service level agreements (SLAs) associated with regulator cases, promptly alerting senior management about potential breaches.
• Collaborate with Care Operations, Compliance, Product, and Technology teams to analyze each complaint’s root cause and facilitate necessary corrective measures.
• Maintain comprehensive, audit-ready documentation for every regulatory complaint, including all related communications, decisions, and evidence.
• Generate regular reports detailing complaint volumes, resolution outcomes, SLA compliance, and recurring issue themes for internal review and regulator inspections.
• Assist in responses to audit requests from the Central Bank of UAE, providing organizational charts, case samples, and pertinent supporting records.
• Identify gaps in processes, products, or policies revealed through complaints and champion remediation alongside relevant departments.
• Drive ongoing enhancements to the company’s complaint handling protocols within the UAE, updating SOPs, decision frameworks, templates, and quality benchmarks.

Required Qualifications and Skills

• Bachelor’s degree in Business, Law, Finance, or a related field.
• At least three years’ experience in complaints management, customer support, compliance operations, or regulatory communication, preferably within banking, fintech, Buy Now Pay Later (BNPL), insurance, or other regulated financial sectors.
• Proven expertise with regulator escalations involving entities such as Sanadak, Central Bank of UAE, SAMA, or similar.
• Fluency in Arabic (native or professional level) and strong written and oral command of English.
• Excellent written communication skills, capable of producing clear, objective, and regulator-appropriate case documentation.
• Sound decision-making abilities for classifying cases and applying remediation or compensation within established policies.
• Detail-focused, methodical, and adept at working under strict regulator-imposed deadlines.
• Able to coordinate across multiple internal teams and enforce deadlines without formal authority.
• Residency in the UAE with a valid Emirates ID (open to UAE nationals and residents).
• Experience with Salesforce or comparable case management platforms is advantageous.

Additional Information

We welcome applications from all suitably qualified candidates committed to regulatory compliance and excellent customer experience management in the UAE financial sector.