Dialer Management Lead

RAKBANK
Ras Al Khaimah
Workplace: OnsiteFull timeFunction: Administration & Executive AssistanceEducation: bachelorsSkills: ["Stakeholder management","Continuous improvement","Data-driven decision making","Governance","Customer-centricity"]

Own the end-to-end design, optimization, and governance of outbound customer engagement across Collections and Banking. Lead the outbound engagement strategy for recovery, cross-sell/upsell, retention, and service-led outreach—translating business goals into campaign frameworks, prioritization models, and calling playbooks. Drive performance management with KPI reporting and analytics, ensure compliance with regulations and DNC/frequency rules, and define requirements for predictive dialers, speech analytics, and AI-enabled monitoring platforms.

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FursaFursa
RAKBANK
RAKBANK
3 days ago

Dialer Management Lead

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Job Summary

Own the end-to-end design, optimization, and governance of outbound customer engagement across Collections and Banking. Lead the outbound engagement strategy for recovery, cross-sell/upsell, retention, and service-led outreach—translating business goals into campaign frameworks, prioritization models, and calling playbooks. Drive performance management with KPI reporting and analytics, ensure compliance with regulations and DNC/frequency rules, and define requirements for predictive dialers, speech analytics, and AI-enabled monitoring platforms.
Location: Ras Al Khaimah
Workplace: Onsite
Employment Type: Full time
Job Function: Administration & Executive Assistance
Seniority: Mid level

Key Responsibilities

  • •Lead and govern the bank-wide outbound engagement strategy across Collections & Recovery, cross-sell/upsell, relationship management, retention, reactivation, and service-led outreach.
  • •Develop outbound engagement frameworks covering customer contact strategies, segmentation-based approaches, call standards, sequencing, follow-ups, and escalation protocols.
  • •Partner with frontline functions (Collections, Contact Centre, Sales, Relationship Management) to ensure campaign execution, operational efficiency, call allocation, and structured calling queues.
  • •Define and track KPIs and success metrics, collaborating with analytics/MIS/BI teams to deliver performance dashboards and optimization insights.
  • •Ensure compliance with central bank regulations, Do-Not-Call and customer fairness requirements, maintain outbound documentation and approval controls, and act as the contact for Compliance/Risk/Legal/Internal Audit.

Key Requirements

  • •Bachelor’s degree in information technology, Computer Science, Business Administration, or a related field.
  • •3–5 years of experience as a dialer administrator or specialist in banking, financial services, or collections.
  • •Hands-on experience with an enterprise dialer platform such as Genesys Cloud, Avaya Proactive Outreach, NICE CXone, Five9, or Aspect.
  • •Experience managing collections campaigns across multiple product lines such as credit cards, personal loans, auto loans, or mortgages.
  • •Experience in a regulated environment with exposure to compliance and audit requirements (UAE/GCC banking is an advantage).
Experience:BankingFinancial servicesCollectionsRegulated environmentsUAE/GCC banking
Education:Bachelor's
Skills:Stakeholder managementContinuous improvementData-driven decision makingGovernanceCustomer-centricity
Tech Stack:Genesys CloudAvaya Proactive OutreachNICE CXoneFive9AspectPredictive dialersCampaign management platformsSpeech analyticsAI-enabled monitoringDashboardsMISBusiness IntelligenceAutomationDigitization

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