About Us: Alfit is a new insurance venture being launched by AEGI, designed to establish a modern, customer-centric platform within the insurance sector. The business will initially focus on health, life, and travel insurance products, with a clear roadmap for future expansion across additional lines. As we approach our official launch, we are entering a critical growth phase and are actively building a high-caliber team. We are seeking professionals who are motivated to be part of a next-generation insurance company, combining innovation, operational excellence, and customer focus, led by a leadership team comprising highly respected veterans of the insurance industry. Job Purpose: The role is responsible for executing Alfit Insurance's Complaints Management Framework across customer, broker and corporate segments, ensuring that all complaints are handled, investigated, resolved and reported in line with CBUAE conduct rules and Alfit's internal policies. The role acts as the central point of ownership for complaint case management, coordinates investigation and resolution with the relevant Operations sub-units, and produces the insights and reporting that drive corrective actions across the organization. The position plays a critical role in protecting Alfit's reputation, strengthening customer trust and ensuring that systemic issues identified through complaints translate into meaningful service and control improvements. While Alfit launches with a focus on Health and Life insurance, the role is designed to scale and extend complaint management coverage to additional Lines of Business (including Property & Casualty from Year 2 onwards) and to handle the higher complaint volumes and distinct dispute patterns typically associated with motor and broader P&C products. Responsibilities: 1. Complaints Management & Resolution: • Execute Alfit's Complaints Management Framework end-to-end across all customer, broker and corporate segments, and all channels (call, email, walk-in, chat, portal). • Ensure timely and accurate logging, acknowledgement, investigation, resolution, closure and customer communication in line with CBUAE conduct requirements and internal SLAs. • Act as the central case manager for complaints, coordinating investigation and resolution with the relevant Operations sub-units (Customer Experience, Medical Operations, Policy Management) and other internal stakeholders. • Conduct or coordinate root-cause analysis for individual complaints and recurring complaint themes, and document findings, decisions and remediation actions. • Maintain complete, accurate and audit-ready complaint records in the relevant systems, in line with regulatory retention and reporting requirements. • Contribute to the design of the Complaints Management Framework, case categorisation taxonomy and reporting structure in a way that supports extension to additional Lines of Business (Property & Casualty, Motor, Marine, Aviation), accommodating LOB-specific complaint patterns and regulatory reporting requirements. • Identify systemic issues, process failures or control weaknesses surfaced through complaints, and escalate them to the department Head and to the relevant function owners with documented analysis and recommendations. • Prepare and submit periodic complaint reports to internal governance forums, the department Head and external regulators as required. 2. Customer Orientation – Voice of Customer & Complaint Contribution: • Translate complaint trends and root-cause findings into actionable insights for Alfit's Voice of Customer (VoC) framework, in coordination with the Customer Experience function which owns the VoC programme. • Contribute to the definition of customer experience improvement initiatives by surfacing complaint-driven evidence of friction points and service gaps. • Champion customer-first behaviours across the organisation and advocate for the customer perspective in cross-functional discussions, while maintaining the impartiality and rigour required of the complaint management function. 3. Compliance Orientation: • Ensure all complaint handling activities meet CBUAE conduct rules, applicable health-regulator rules (DHA, DOH, MOHAP), PDPL data-protection requirements and Alfit's internal policies. • Maintain accurate, audit-ready records of complaints, investigations, resolutions, communications and supporting documentation in the relevant systems. • Adhere to approved SOPs, escalation matrices and regulatory guidance at all times, and flag any deviation, ambiguity or emerging risk to the department Head. • Support internal and external audits and regulatory inspections by providing documentation, addressing queries and executing corrective actions on complaint cases and processes. 4. Performance & Quality: • Meet individual service-delivery targets, including complaint TAT, resolution quality, closure rates, customer satisfaction with complaint handling and timeliness of regulatory reporting. • Participate in quality calibration sessions and act on QA feedback to continuously improve complaint case quality, decision consistency and tone of customer communication. • Use the core insurance management system, complaint case-management tools, knowledge-management platforms and reporting tools effectively to deliver consistent complaint handling outcomes. • Contribute to the maintenance of FAQs, knowledge-base articles and complaint handling job aids. • Maintain clear communication with internal stakeholders (peer ORCQ Senior Officers, Customer Experience, Medical Operations, Policy Management, Underwriting, Finance, Compliance, Legal, IT) and external parties (TPAs, brokers, providers, customers, regulators). 5. Continuous Improvement: • Participate in the development of Business Requirements and the conduction of User Acceptance Testing (UAT) for new system features, fixes and enhancements affecting complaint handling and case-management workflows. • Identify recurring complaint patterns, friction points and process inefficiencies, and propose process, system or control improvements to the department Head and affected function owners. • Contribute to the design and refinement of the Complaints Management Framework, escalation matrices and complaint reporting in collaboration with Risk, Compliance, Customer Experience and the wider Operations sub-units. • Support the operational onboarding of new Lines of Business (initially Property & Casualty in Year 2), preparing for the higher complaint volumes and LOB-specific dispute patterns typically associated with motor and broader P&C products. • Provide backup coverage and operational support to the Senior Officer - Quality Assurance during absences and peak periods, with priority on shared case-review and root-cause analysis activities. 6. Overarching Accountabilities: • Adhere to Alfit's standards, policies and regulatory requirements at all times. • Embody Alfit Insurance's core values and promote customer-first behaviours. • Support new-joiner onboarding and share subject-matter knowledge with peers. • Undertake additional administrative and operational tasks as required to ensure business continuity.

Requirements: Education: • Bachelor's degree in Business Administration, Insurance, Law, Communications or a related field. • Insurance-related qualifications and professional certifications in complaints handling, dispute resolution or customer experience management are an advantage. Experience: • Minimum 5 years of experience in complaint management, customer dispute resolution, customer experience or related operational governance functions within the UAE financial services sector (insurance, banking or related). • Proven track record handling complex complaint cases end-to-end and engaging with regulators on conduct matters. • Prior exposure to CBUAE conduct rules and complaint reporting requirements is an advantage. • Experience handling complaints across multiple Lines of Business, particularly motor or broader P&C, is strongly preferred. Knowledge & Key Skills: • Solid working knowledge of CBUAE conduct rules, complaint handling regulatory requirements and consumer protection principles applicable to UAE insurance operations. • Hands-on experience with complaint case-management tools, root-cause analysis methodologies and regulatory complaint reporting. • Exposure to multi-LOB complaint handling environments (Health, Life, P&C, Motor) and their respective dispute patterns is strongly preferred. • Strong investigative and analytical mindset, with the ability to assess case facts, document decisions and communicate outcomes clearly and empathetically. • Excellent written and verbal communication skills in English and Arabic. • Proficiency in MS Office (particularly Excel) and familiarity with case-management and reporting tools.