Customer Protection Manager

About The Role Position Overview : The Customer Protection Manager is responsible for developing, implementing, and monitoring SOAR’s customer protection framework to ensure fair treatment, transparent disclosures, effective complaint handling, and compliance with applicable Saudi Central Bank (SAMA) requirements.The role works closely with Compliance, Legal, Operations, Product, Technology, Credit, Collections, and Customer Support to identify customer-impact risks, resolve complaints fairly, and strengthen customer trust throughout the customer journey. Key Responsibilities : Customer Protection and Regulatory Compliance Develop and maintain customer protection policies, procedures, and controls aligned with applicable SAMA Financial Consumer Protection Principles and Rules. Monitor fair and equitable treatment of customers throughout onboarding, financing applications, contracting, servicing, collections, and account closure. Review customer-facing communications, product disclosures, fees, terms and conditions, and digital journeys to ensure clarity, accuracy, and transparency. Monitor regulatory developments and coordinate the implementation of applicable requirements. Complaints Management Oversee the end-to-end customer complaints process, including registration, investigation, resolution, communication, escalation, and documentation. Ensure complaints are handled fairly, consistently, and within applicable regulatory timelines. Investigate recurring complaints, identify root causes, and coordinate corrective and preventive actions with relevant departments. Maintain accurate complaint records and ensure appropriate retention of supporting evidence. Establish clear escalation procedures for unresolved complaints and material customer-impact issues. Customer Experience and Fair Treatment Identify potential customer harm across SOAR’s products, services, and digital channels. Review customer journeys to ensure customers understand product features, obligations, fees, risks, and contractual terms. Coordinate with relevant teams to ensure customers experiencing financial difficulties are treated fairly and assessed in accordance with applicable requirements and approved policies. Promote accessible, clear, and consistent customer communications. Recommend improvements based on customer feedback, complaints, and service-quality trends. Monitoring and Reporting Develop customer protection dashboards and key performance indicators. Prepare periodic management reports covering complaints, resolution quality, customer satisfaction, recurring issues, and remediation progress. Conduct quality reviews of complaint handling and customer interactions. Track corrective actions and escalate overdue or material issues to senior management. Coordinate responses to customer-protection matters raised by SAMA, Compliance, or Internal Audit. Training and Awareness Deliver customer protection training to customer-facing, sales, operations, and collections teams. Promote awareness of customer rights, professional conduct, confidentiality, and fair treatment. Assess training effectiveness and identify opportunities for improvement. Third-Party Oversight Monitor customer-protection risks associated with outsourced service providers. Coordinate with relevant stakeholders to ensure appropriate contractual requirements, monitoring arrangements, complaint escalation, and remediation processes are in place. Key Performance Indicators (KPIs) : Complaint resolution timeliness and compliance with applicable deadlines. Customer satisfaction following complaint resolution. Reduction in repeat complaints and recurring root causes. Percentage of corrective actions completed within agreed timelines. Accuracy and completeness of complaint records and management reports. Quality-assurance results for complaint handling and customer communications. Completion and effectiveness of customer protection training. Timely escalation of material customer-impact risks. Requirements Qualifications and Experience: Bachelor’s degree in Business Administration, Finance, Law, Risk Management, Compliance, or a related field. Typically 5+ years of experience in customer protection, complaints management, compliance, conduct risk, or customer operations within financial services. Good working knowledge of SAMA’s Financial Consumer Protection Principles and Rules. Experience managing complex complaints, conducting root-cause analysis, and coordinating cross-functional remediation. Strong Arabic and English communication skills. Strong analytical, documentation, stakeholder-management, and problem-solving skills. Experience with complaint-management systems, case tracking, reporting dashboards, and quality-assurance processes. Core Competencies: Integrity, fairness, and sound judgment. Customer advocacy and regulatory awareness. Strong analytical and investigative skills. Attention to detail and effective case management. Stakeholder engagement and conflict resolution. Ability to influence teams and drive corrective action. Discretion in handling confidential customer information. Key Working Relationships: Compliance Legal Customer Support Operations Product and Technology Credit and Collections Risk Management Information Security and Privacy Internal Audit Relevant outsourced service providers Governance and Reporting: The Customer Protection Manager will operate in accordance with SOAR’s approved governance framework and applicable regulatory requirements. The role will coordinate customer-protection practices, monitor complaint handling, and escalate material risks to the appropriate senior stakeholders.The role does not replace the independent responsibilities of Compliance or Internal Audit. Reporting lines, delegated authority, and regulatory accountabilities should be confirmed against SOAR’s approved governance framework, license conditions, and applicable SAMA requirements. Show more Show less