Dialer Management Lead

About the role:

 Auto Dialer & Outbound Engagement Specialist will be responsible for the end-to-end design, optimization, and governance of RAKBANK’s outbound customer engagement capability across Collections and Banking. The role owns how outbound calling is planned, prioritized, executed, and measured to ensure consistent customer experience, strong governance, and measurable commercial and recovery outcomes. The role directly supports the Bank’s strategic priorities of driving income, managing customer experience, and controlling operational and regulatory risk, while laying the foundation for scalable automation and AI-enabled engagement

What you will be doing:

Strategic Ownership of Outbound Customer Engagement

• Lead and govern the Bank-wide outbound engagement strategy across Collections & Recovery, Cross-Sell and Up-Sell Campaigns, Relationship Management, Portfolio Reviews, Customer Retention, Reactivation, and Service-led Customer Outreach.
• Develop and implement a comprehensive outbound engagement framework that aligns customer contact strategies with business objectives, customer needs, regulatory requirements, and operational priorities.
• Translate business goals into structured campaigns, prioritization models, customer contact strategies, and standardized calling playbooks to drive commercial and service outcomes.
• Define customer engagement approaches based on customer segmentation, product portfolio, customer value, behavioral insights, and risk profiles.
• Establish consistent customer contact standards covering call timing, frequency, sequencing, follow-up requirements, escalation protocols, and service levels across all outbound use cases.

Campaign Delivery & Operational Excellence

• Partner with frontline functions including Collections, Contact Centre, Sales, and Relationship Management teams to ensure effective campaign execution and operational efficiency.
• Design and oversee call allocation methodologies, workflow management frameworks, customer prioritization rules, and structured calling queues.
• Provide clear execution guidelines, performance standards, and operational governance to maximize outreach effectiveness and customer outcomes.
• Continuously assess and optimize outbound engagement processes to improve productivity, conversion rates, service quality, and resource utilization.
• Work closely with business stakeholders to balance revenue generation, customer experience, and customer contact fatigue through data-driven engagement strategies.

Performance Management, Analytics & Insight Generation

• Define, monitor, and continuously enhance key performance indicators (KPIs) and success metrics across all outbound engagement activities.
• Collaborate with Data Analytics, MIS, and Business Intelligence teams to develop actionable dashboards and performance reporting frameworks for senior management and executive stakeholders.
• Leverage customer and campaign performance insights to optimize targeting strategies, customer segmentation, messaging, and contact prioritization.
• Drive a culture of continuous improvement through performance reviews, root cause analysis, trend monitoring, and strategic recommendations.

Governance, Risk Management & Customer Fairness

• Ensure all outbound engagement activities comply with applicable Central Bank regulations, internal governance standards, and customer protection requirements.
• Oversee adherence to Do-Not-Call regulations, customer contact frequency limits, vulnerable customer policies, and fair treatment principles.
• Maintain robust documentation of outbound strategies, campaign logic, approval frameworks, business rules, and governance controls.
• Act as the primary point of contact for Compliance, Risk, Legal, and Internal Audit teams on all outbound engagement-related matters.
• Champion customer-centric practices that enhance trust, transparency, and customer experience while meeting business objectives.

Technology & Future Capability Development

• Own the business and functional requirements for outbound engagement technologies, including predictive dialers, campaign management platforms, customer analytics tools, speech analytics, and AI-enabled monitoring solutions.
• Evaluate opportunities for automation, digitization, and AI-driven customer engagement to improve effectiveness, operational efficiency, and customer outcomes.
• Partner with Technology, Digital, Data, and Transformation teams to deliver platform enhancements, strategic initiatives, pilot programs, and future-state engagement capabilities.
• Assess emerging technologies and industry best practices to ensure the Bank remains at the forefront of customer engagement innovation and operational excellence.
• Develop a long-term roadmap for outbound engagement capabilities that supports business growth, risk management, customer satisfaction, and operational scalability.

Stakeholder Management & Leadership

• Build strong partnerships with senior business leaders and cross-functional stakeholders to align outbound engagement strategies with organizational priorities.
• Influence decision-making through data-driven insights, strategic recommendations, and performance-based outcomes.
• Foster a high-performance culture focused on accountability, innovation, customer-centricity, and continuous improvement.

• Lead change initiatives and transformation programs aimed at enhancing the effectiveness and maturity of the Bank's outbound customer engagement ecosystem.

   

What We’re Looking For

• Bachelor's degree in information technology, Computer Science, Business Administration, or a related field.  
• Minimum 3–5 years of experience as a dialer administrator or specialist within a banking, financial services, or collections environment. 
• Hands-on experience with at least one enterprise dialer platform such as Genesys Cloud, Avaya Proactive Outreach, NICE CXone, Five9, or Aspect.
• Demonstrated experience managing collections campaigns across multiple product lines (credit cards, personal loans, auto loans, mortgages). 
• Experience working in a regulated environment with exposure to compliance and audit requirements is strongly preferred. 
• Experience in the UAE or GCC banking sector is an advantage.