Learning & Development Specialist

RAKBANK
United Arab Emirates
Full timeFunction: Education & TrainingExperience: 4-6 yearsEducation: bachelorsSkills: ["Stakeholder management"]

Design, deliver, and certify soft-skills and professional development programmes for frontline teams across voice and virtual channels. Build content covering customer experience, call etiquette, objection handling, negotiation, de-escalation, and compliant sales behaviours. Facilitate blended learning solutions, run readiness assessments, and provide side-by-side coaching. Partner with SMEs and Quality Assurance, track impact against operational KPIs, and maintain training records in Oracle LMS.

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FursaFursa
RAKBANK
RAKBANK
3 days ago

Learning & Development Specialist

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Last checked: 14 hours agoStatus: Live

Job Summary

Design, deliver, and certify soft-skills and professional development programmes for frontline teams across voice and virtual channels. Build content covering customer experience, call etiquette, objection handling, negotiation, de-escalation, and compliant sales behaviours. Facilitate blended learning solutions, run readiness assessments, and provide side-by-side coaching. Partner with SMEs and Quality Assurance, track impact against operational KPIs, and maintain training records in Oracle LMS.
Location: United Arab Emirates
Employment Type: Full time
Job Function: Education & Training

Key Responsibilities

  • •Deliver soft skills and professional development programmes across multiple business units and channels.
  • •Design learning materials, facilitator guides, learner resources, and supporting training content using role plays, case studies, and simulations.
  • •Assess readiness through structured observations, call listening, and chat/email reviews, then coach agents via side-by-side coaching and targeted follow-ups.
  • •Ensure compliant behaviours in every module, including consent, required disclosures, approved scripts, and responsible sales conduct.
  • •Partner with Quality Assurance and SMEs, measure effectiveness against operational KPIs, and maintain accurate training records and certifications in Oracle LMS.

Key Requirements

  • •Bachelor’s degree in Human Resources, Business Administration, Education, Psychology, Communications, or a related field.
  • •4 to 6 years of experience in soft skills training, including 2 to 3 years in a contact centre, collections, or virtual banking environment.
  • •Demonstrated experience designing and delivering behavioural programmes for voice and digital channels.
  • •Ability to translate learning needs and business requirements into engaging, practical learning experiences.
  • •Understanding of UAE telemarketing and consumer protection requirements; banking or financial services experience strongly preferred.
Experience:4-6 yearsContact centreCollectionsVirtual bankingBankingFinancial services
Education:Bachelor's in Human Resources, Business Administration, Education, Psychology, Communications (or related field)
Skills:Stakeholder management
Languages:Arabic
Tech Stack:Oracle LMSOracle

Company Brief

RAKBANK
RAKBANK is a United Arab Emirates-based bank offering personal, business, and commercial banking services, including accounts, cards, loans, deposits, and digital banking products. It serves retail customers and SMEs across the UAE.
Industry: Banking
Company Size: Large (251 to 1,000 employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Ras Al Khaimah, United Arab Emirates
Founded: 1976
WebsiteLinkedIn