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JOB TITLE
Manager – Compliance Monitoring | Holding | Compliance

ROLE SUMMARY
To design, implement and continuously improve a Group-wide compliance monitoring programme across Majid Al Futtaim’s portfolio. The role ensures adherence to internal compliance frameworks and applicable regulations through risk-based monitoring, data-driven insights, and effective governance, helping to reduce operational, financial and reputational risk.

ROLE PROFILE

• Manage the Group-wide compliance monitoring framework, including methodology, scope, governance and reporting cadence.
• Develop risk-based monitoring plans and protocols to assess compliance across customer touchpoints, operational processes and service environments.
• Execute and/or oversee monitoring activities (e.g., testing, thematic reviews, walkthroughs, sampling), ensuring consistency and quality of evidence.
• Identify control gaps, root causes and recurring issues; agree corrective and preventive action plans with stakeholders and track closure.
• Partner with Technology and Data teams to translate monitoring logic and test scripts into automated controls, dashboards and alerts.
• Analyse monitoring results and trends, producing clear insights and recommendations for senior stakeholders.
• Ensure monitoring activities align with internal policies, compliance standards and applicable regulatory requirements.
• Contribute to continuous improvement of controls, procedures and training materials based on monitoring outcomes.
REQUIREMENTS

• Bachelor’s degree in a relevant field; master’s and professional certifications are a plus.
• 7–10 years of experience in compliance monitoring, risk, or internal audit, preferably across multiple sectors
• Strong knowledge of compliance standards and ability to translate policies into practical monitoring tests.
• Experience in investigations, evidence gathering, and documentation, with solid data analytics capabilities.
• Proficiency in dashboards/BI tools and automation, working with Technology/Data teams on monitoring solutions.
• Strong analytical, stakeholder management, communication, and project management skills with high integrity and attention to detail.
WHAT WE OFFER

At Majid Al Futtaim, we’re on a mission to create great moments, to spread happiness, to build, experiences that stay in our memories for a lifetime. We’re proud to say that over the past 27 years, we have built a reputation as a regional market leader in what we do. Join us!
Work in a friendly environment, where everyone shares positive vibes and excited about our future.
Work with over 45,000 diverse and talented colleagues, all guided by our Leadership Model.

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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 KSA, UAE and Kuwait, and partners with leading global and regional brands such as SHEIN, Jarir, noon, Amazon, IKEA, eXtra and Farfetch as well as small and medium businesses.

Tamara is Saudi’s first fintech unicorn and is backed by Sanabil Investments, SNB Capital, Checkout.com, amongst others, operating out of its headquarters in Riyadh, Saudi Arabia with other regional and global support offices.

Your Role

We're seeking a detail-oriented and proactive Operations Associate for our Collections team. As an Operations Associate, you will act as a vital link for customers navigating the collection process—investigating complaints, validating information, and driving swift resolutions to protect the company and support our users.

Drawing on your proficiency to deep dive into customer payments information and handle day-to-day collection escalation tickets, you will transform complex escalations into clear, actionable solutions. You will coordinate closely with cross-functional teams to ensure timely resolution of customer grievances and create unique experiences only Tamara can provide.

You are a driven, determined, curious team player, knowing that collective strength means we all win. With a positive outlook, you are solution-oriented—persevering regardless of circumstances, always finding a way through no matter the challenges, and maintaining a customer-first attitude even when dealing with difficult financial conversations. You will effectively find a way to work with everyone through empathy and respect, responding quickly with urgency to process improvements and systemic issues

Your Responsibilities

Escalation Management

Take full ownership of day-to-day collection escalation tickets.

Coordinate with cross-functional teams to ensure timely resolution of customer grievances.

Regulatory Compliance & RCA

Conduct in-depth Root Cause Analysis (RCA) for all regulatory and Legal escalations.

Draft professional, accurate, and compliant responses on Salesforce portal and Emails.

Identify systemic issues within the collection flow through the collection tickets and suggest process improvements to mitigate future risks.

Quality & Operations Support

Perform daily \"mundane\" but critical ad-hoc tasks, including call audits and transcript reviews.

Monitor chat and email interactions to ensure agents are adhering to collection guidelines and local regulations.

Your Expertise

Experience: At least 1 year of experience in a high-volume Customer Care or Collections role, specifically within Chat or Email processes.

Bilingual Proficiency: Native or professional fluency in both Arabic and English is mandatory, as you will be handling legal documentation and communicating with diverse stakeholders.

Analytical Skills: Ability to dissect a problem, find the \"why\" behind an error (RCA), and document it clearly.

Tech-Savvy: Familiarity with CRM tools (Zendesk, Salesforce, etc.) and a high level of comfort with Excel/Google Sheets.

Preferred Skills

Previous experience in the Fintech or BNPL (Buy Now, Pay Later) sector.

Basic understanding of SAMA and CBUAE regulations regarding debt collection.

A \"customer-first\" attitude even when dealing with difficult financial conversations.

All qualified individuals are encouraged to apply

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Accountant — Position Closed

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Accountant — Position Closed

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