Ombudsman

About Us Tamara is the leading fintech platform in Saudi Arabia and the wider GCC region with a mission to help people make their dreams come true by building the most customer-centric financial super-app on earth. The company serves millions of users in the region and partners with leading global and regional brands such as SHEIN, Jarir, noon, IKEA and Amazon, as well as small and medium businesses. Tamara is Saudi Arabia’s first fintech unicorn and is backed by Sanabil Investments, a wholly owned company by the Public Investment Fund (PIF), SNB Capital, Checkout.com [http://checkout.com/], amongst others. The company operates from its headquarters in Riyadh, with additional regional and global support offices.  Your Role We are looking for a Government Escalation Advisor to join our Customer Experience team in the UAE. In this role, you will be the accountable UAE-based point of contact for complaints escalated through regulatory channels — including Sanadak (Central Bank of the UAE Ombudsman Unit) and the AECB Dispute & Complaints Management framework. You will act as the reviewer and submitter of record for all regulator-facing case responses, ensuring that Tamara meets its obligations to CBUAE and other regulatory bodies with accuracy, quality and within required timelines. This is a compliance-critical role that carries personal accountability under UAE regulatory requirements. This role is on-site based in Dubai and requires the holder to be a UAE resident with a valid Emirates ID. Your Responsibilities * Act as Tamara's designated UAE-based complaints reviewer and submitter for all cases raised through Sanadak and, as it goes live, the AECB Dispute & Complaints Management platform. * Review case investigations and draft responses prepared by the Care Operations maker team, validate the quality, accuracy and completeness of the response, and submit final responses to the regulator within required timelines. * Serve as the primary point of contact for direct calls, queries and clarifications from Sanadak, AECB and CBUAE case officers during business hours. * Track and manage regulator-driven case SLAs; escalate any cases at risk of breach to the Head of Care Operations and Compliance ahead of time. * Coordinate with the internal Care Operations team, Compliance, Product and Tech teams to ensure the underlying root cause of each escalated complaint is identified and, where relevant, remediated. * Maintain complete and audit-ready case records for every regulator-facing case, including all correspondence, decisions and supporting evidence. * Prepare periodic reports on regulator complaint volumes, resolution rates, SLA adherence and root-cause themes for internal governance and for CBUAE / regulator inspections. * Support Care Operations and Compliance in responding to CBUAE audits and inspections, including providing the complaints team org chart, case samples and supporting documentation as requested. * Flag process, product or policy gaps surfaced through regulator complaints and drive them to closure through the appropriate internal owners. * Contribute to the continuous improvement of Tamara's complaint handling framework in the UAE, including SOPs, decision matrices, response templates and quality standards. Your Expertise * Bachelor's degree, ideally in Business, Law, Finance, or a related discipline. * Minimum 3 years' experience in complaints handling, customer operations, compliance operations, or a regulatory-facing role — ideally within banking, fintech, BNPL, insurance, or another regulated financial services environment. * Direct experience handling regulator escalations (Sanadak, CBUAE, SAMA, or equivalent) is strongly preferred. * Native or fluent Arabic and strong professional English — both written and spoken. * Strong written communication skills, with the ability to draft clear, factual, regulator-appropriate case responses. * Sound judgment and the ability to make defensible decisions on case classification, remediation and compensation within a policy framework. * Detail-oriented, structured, and able to operate under tight regulator-driven timelines. * Comfortable coordinating across multiple internal teams and holding others to timelines without direct reporting authority. * UAE resident with a valid Emirates ID (UAE Nationals and Residents welcome). * Familiarity with Salesforce or similar case management tools is a plus. All qualified individuals are encouraged to apply.

About Abound We’re redefining consumer lending in the UK, and beyond. Using advanced AI and Open Banking data, we make fair, affordable personal finance available to more people. While traditional lenders rely almost entirely on credit scores, we look at the full financial picture - how much you spend, and what you can afford to repay to build a deeper, more accurate understanding of each customer's unique financial situation. And we've shown it works at scale. We’ve issued over £1.3bn in loans directly to customers while delivering market-leading credit performance - for every 10 defaults the industry expects, we see only 3. We also reached profitability just 2.5 years after launch. Backed by £2bn+ of funding from top-tier investors including Citi, GSR Ventures, and Deutsche Bank, we’re recognised as one of Europe’s fastest-growing fintechs (Sifted, CNBC). Now, we’re expanding into new markets and product lines - and we’re looking for ambitious people who want to learn fast, take ownership, and grow with us. We’re looking for an experienced individual to join us as a Complaints Specialist. This role sits at the heart of our customer operations and requires a strong balance of customer service expertise, analytical thinking, and sound business judgement. You’ll focus on ensuring fair and consistent outcomes for customers by managing complaints in line with individual circumstances, regulatory standards, and company values. This role will also involve supporting payment reconciliation, chargeback processing, credit file disputes & fraud investigations. You’ll work closely with the wider operations team in our Milton Keynes office, this is a hybrid position, requiring 3 days per week in MK and flexibility on the other 2 days. There’s also a monthly trip to our Central London office (travel expenses covered). Who you are: * Experience: 3–5 years’ experience in a complaints handling role within financial services, ideally lending. * Knowledge: In-depth understanding of FCA regulations and UK financial regulatory frameworks. * Skills: Analytical and confident in resolving complex complaints, with a structured and customer-first approach. * Communication: Empathetic and professional in written and verbal comms, especially under pressure. * Detail-oriented: Meticulous with documentation, case logs, and root cause analysis. What you’ll be doing * Complaint Handling: Manage business-as-usual (BAU) complaints from start to finish, ensuring responses are accurate, fair, and regulatory compliant. * Customer Communication: Be the main point of contact for escalated customer complaints, providing timely, empathetic, and clear updates throughout. * Regulatory Compliance: Ensure your casework aligns with FCA complaint handling standards and any other relevant obligations. * Root Cause Analysis: Investigate complaint trends and root causes. Work cross-functionally (e.g. with Underwriting, Collections) to compile accurate responses and identify areas for improvement. * Reporting: Support complaints reporting and MI activities. Share insights with senior management and escalate emerging issues where appropriate. * Support Other Teams: While you won’t manage complaints escalated to the Financial Ombudsman Service (FOS) yourself, you’ll provide documentation and insight to the team responsible for those. * Documentation: Maintain accurate and timely logs for all complaints in line with internal procedures and system requirements. * Wider Ops Support: Support the operations team with occasional work in fraud handling, account-level queries, or other process-related escalations as needed. What we offer * Everyone owns a piece of the company - equity * Hybrid with 3 days a week in the office * 25 days’ holiday a year, plus 8 bank holidays * 2 paid volunteering days per year * One month paid sabbatical after 4 years * Employee loan * Free gym membership * Team wellness budget to be active together - set up a yoga class, a tennis lesson or go bouldering