Customer Protection Manager

About the Role

Soar is seeking a Customer Protection Manager to join its team in Riyadh, Saudi Arabia. This full-time role is responsible for developing, implementing, and monitoring the company’s customer protection framework. The manager will ensure fair treatment, transparent disclosures, and effective complaint handling, while also ensuring compliance with applicable Saudi Central Bank (SAMA) requirements.

Key Responsibilities

• Develop and maintain customer protection policies, procedures, and controls aligned with SAMA Financial Consumer Protection Principles and Rules.
• Monitor fair and equitable treatment of customers across all stages, including onboarding, financing applications, contracting, servicing, collections, and account closure.
• Review customer-facing communications, product disclosures, fees, terms and conditions, and digital journeys for clarity, accuracy, and transparency.
• Oversee the end-to-end customer complaints process, ensuring fair, consistent, and timely resolution within regulatory timelines.
• Investigate recurring complaints, identify root causes, and coordinate corrective and preventive actions with relevant departments.
• Identify potential customer harm across products, services, and digital channels, and coordinate with teams to ensure fair treatment for customers experiencing financial difficulties.
• Develop customer protection dashboards and key performance indicators, preparing periodic management reports on complaints, resolution quality, and customer satisfaction.
• Deliver customer protection training to customer-facing, sales, operations, and collections teams, promoting awareness of customer rights and professional conduct.
• Monitor customer-protection risks associated with outsourced service providers and ensure appropriate contractual requirements and monitoring arrangements are in place.

Qualifications and Experience

• 5-10 years of experience in a relevant field.
• Demonstrated ability to develop and implement customer protection frameworks.
• Strong understanding of SAMA Financial Consumer Protection Principles and Rules.
• Experience in managing customer complaints and identifying root causes.
• Ability to coordinate with various internal and external stakeholders.

Key Performance Indicators

• Timeliness of complaint resolution and compliance with deadlines.
• Customer satisfaction following complaint resolution.
• Reduction in repeat complaints and recurring root causes.
• Completion rate of corrective actions within agreed timelines.
• Accuracy and completeness of complaint records and management reports.
• Quality assurance results for complaint handling and customer communications.
• Effectiveness of customer protection training programs.
• Timely escalation of material customer-impact risks.

Governance and Reporting

The Customer Protection Manager will operate in accordance with Soar’s approved governance framework and applicable regulatory requirements. The role involves coordinating customer-protection practices, monitoring complaint handling, and escalating material risks to appropriate senior stakeholders. This position works closely with Compliance, Legal, Operations, Product, Technology, Credit, Collections, and Customer Support teams.

Work Environment

This is a full-time position based in Riyadh, Saudi Arabia. The role requires collaboration across multiple departments to ensure a cohesive approach to customer protection and fair treatment throughout the customer journey.