Compliance Manager – Regulatory Oversight & Customer Rights

About the role

The Compliance Manager will lead regulatory oversight and ensure that all customer‑facing initiatives comply with established standards and Central Bank of Egypt (CBE) instructions. This role is pivotal in safeguarding customer rights across the bank’s products, communications, and complaint handling processes.

Key responsibilities

• Authority to approve new and existing products, contracts, SMS, social media campaigns, NPPA, applications, marketing campaigns, processes, and any communication impacting customers.
• Recommend process reviews, system changes, and modifications across related functions to improve customer satisfaction.
• Perform regulatory oversight of complaints handling teams (CCU Team, Corporate Excellence Team, SMEs Complaint Teams) to ensure root‑cause identification, corrective actions, and adherence to Customer Rights guidelines.
• Highlight any breaches of customer rights and raise recommendations as needed.
• Ensure strict compliance with established work instructions, service standards, and relevant business and operational processes related to Customer Rights.

Required profile

• Demonstrated authority to approve compliance‑related items and recommend process improvements.
• Experience in regulatory oversight of complaint handling functions.
• Strong understanding of Customer Rights Guidelines and Central Bank of Egypt (CBE) instructions.
• Ability to work across all levels, functions, and divisions to enhance service standards.

Required skills