Job Description

Job Code: 4259
Position: Sr/ Manager - Consumer Protection
Contract - Yearly renewal
UAE Nationals Only for Emiratization
Job Summary
's commercial legislation, includes a consumer protection regime to protect the rights of consumers in relation to retail products and services. * The Head, Consumer Protection, leads the RA's consumer protection function by managing the delivery of the RA's consumer protection strategies, priorities, objectives, policies, risk based assessment frameworks and reporting, as well as identifying opportunities to enhance processes and procedures. This includes education, complaints handling, inspections and investigations.

• The Head, Consumer Protection is also responsible for referring cases to the RA Enforcement, for disciplinary action where appropriate.

Operational responsibilities

• Development the RA's Consumer Protection Strategy and operational plans with the M&E Executive Director.
• Ensure the effective delivery of the RA's Consumer Protection Strategy, in accordance with yearly operational plans.
• Ensure the continuous effectiveness and quality of RA's engagement, selection and inspections of retail firms.
• Undertake supervisory activities, including outreach, education, reviews, assessments and inspections of retail firms in Company's jurisdiction for compliance with consumer protection obligations.
• Build and maintain Company's Consumer Protection Framework including guidance for businesses and the public, campaigns, assets (i.e. website, mailbox, hotline), inspection procedures and complaints handling.
• Maintain the effectiveness of the Consumer Protection Monitoring Framework.
• Ensure the Consumer Protection Function operates smoothly and that complaints handling, cases, inspections, investigations and referrals to Enforcement processes, procedures, and documentation are maintained and activities are completed within agreed SLAs.
• Provide Company retailers, their advisors, potential applicants and Company stakeholders an understanding of how the RA operates in relation to carrying out its Consumer Protection Strategy and Framework.
• Build and maintain effective stakeholder relationships within Company and locally, including with management of malls in Company's jurisdiction, Abu Dhabi Department of Economic Development, and other key relevant authorities.
• Identify and recommend legislative enhancements to the RA's consumer protection regime, where appropriate, including revised forms, guidance notes, and system specifications and testing.
• Ensure timely, accurate, open and constructive communication with consumers, retailers and stakeholders.
• Work closely with the M&E Enforcement Section and other RA Divisions as required to ensure the effectiveness of Company's Consumer Protection Strategy and Framework.
• Raise awareness of Company consumer protection requirements and obligations for retailers, as well as consumer rights for the public, through engagement education and outreach programs and events
• Deliver additional tasks that may be delegated or assigned from the Executive Director, Monitoring & Enforcement.
• Call outs in evenings and weekends as required.

Managerial

• Creates an environment where team members consistently drive to improve performance.
• Manages team with full accountability for achieving overall agreed objectives.
• Manages by effectively empowering team members.
• Takes responsibility for mentoring high potential and most critical talent in their career progression.
• Reviews performance of team and addresses performance issues quickly through clear decisions.

Information Security related

• Understand, adopt, adhere and practice responsibilities or controls as per Company
• Information Security policy and as per best practices explained in the induction and awareness sessions.
• Confidentiality, Integrity and availability of the Company
• Information shall be maintained at all times i.e. within as well as outside Company.

Job Qualifications
Education

• A Bachelor degree, preferably in a legal, commerce or business discipline.

Work Experience

• Minimum 12-15 years' post graduate supervisory experience with a regulatory body / authority or legal practice.
• Understanding of the public interest role of regulatory bodies.
• Knowledge of regulatory / supervisory policies and frameworks.
• Knowledge in firm risk assessment and identifying required action.
• Analytical, problem solving, communication and interpersonal skills.
• Ability to make sound decisions, based on good judgement, analysis and evidence that are well documented.
• Internal and external stakeholder management skills.
• Excellent written and verbal communication skills and the ability to talk to people from many different backgrounds.
• Competent analytical and investigative skills and keen observation.
• Determination, resilience, particularly when dealing with traders who may become hostile.
• Attention to detail when investigating potential issues.
• The ability to organise and manage projects.
• The ability to work both as part of a team and on your own initiative.
• The ability to work well under pressure.
• Fluent in business English, Arabic desirable

Skills Required