Dialer Management Lead

Position Overview:

The Dialer Management Lead at RAKBANK will oversee the complete design, optimization, and governance of the Bank’s outbound customer engagement initiatives focused on Collections and Banking. This role ensures strategic planning, prioritization, execution, and measurement of outbound calls to maintain a consistent customer experience while achieving commercial and recovery targets. The position supports key company goals including revenue growth, customer satisfaction, risk mitigation, and lays groundwork for future automation and AI integrations.

Key Responsibilities:

• Lead the bank-wide outbound engagement strategy encompassing Collections & Recovery, Cross-Sell, Up-Sell Campaigns, Relationship Management, and Customer Retention efforts.
• Create and implement a comprehensive outbound engagement framework aligned with business objectives, customer needs, regulatory standards, and operational goals.
• Translate business targets into structured campaigns, prioritized customer contact strategies, and standardized calling playbooks for business outcomes.
• Define engagement approaches taking into account customer segmentation, product types, customer value, behavior analytics, and risk levels.
• Set consistent standards for call timing, frequency, sequence, follow-up, escalation, and service levels covering all outbound interactions.
• Collaborate with frontline teams including Collections, Contact Center, Sales, and Relationship Management to ensure smooth campaign execution and operational efficiency.
• Design and manage call allocation methods, workflow frameworks, customer prioritization rules, and calling queues.
• Establish clear execution procedures, performance expectations, and governance to maximize outreach efficiency and results.
• Continuously evaluate and refine outbound processes to improve productivity, conversion, service quality, and resource usage.
• Balance revenue, customer experience, and avoid contact fatigue using data-driven engagement strategies.
• Define and track key performance indicators (KPIs) for all outbound campaigns and measure their effectiveness.
• Work with Analytics, MIS, and BI teams to build dashboards and reports for executive oversight.
• Utilize customer and campaign insights to enhance targeting, segmentation, messaging, and contact prioritization.
• Encourage a continuous improvement culture by conducting performance reviews, root cause analysis, and trend monitoring.
• Ensure full compliance with Central Bank regulations, internal governance, and customer protection policies for outbound engagement.
• Manage adherence to Do-Not-Call lists, contact frequency limits, vulnerable customer policies, and fair treatment.
• Maintain thorough documentation on strategy, campaign logic, rules, approvals, and controls.
• Serve as the main liaison for Compliance, Risk, Legal, and Audit regarding outbound engagement issues.
• Promote customer-centric practices that build trust, transparency, and meet business goals.
• Own business and functional requirements for dialer technologies including predictive dialers, campaign platforms, analytics tools, speech analytics, and AI monitoring.
• Explore automation and AI opportunities to enhance engagement effectiveness and operational efficiency.
• Partner with Tech, Digital, Data, and Transformation teams to implement platform improvements, pilots, and future engagement capabilities.
• Stay updated on emerging technologies and industry best practices to advance the Bank’s outbound engagement innovation.
• Develop a long-term roadmap to grow outbound capabilities focusing on business growth, risk management, customer satisfaction, and scalability.
• Build and nurture partnerships with senior leaders and cross-functional teams to align strategies with organizational goals.
• Influence leadership decisions with data-driven insights, strategic advice, and performance outcomes.
• Lead initiatives fostering a culture of accountability, innovation, customer focus, and continuous development.
• Drive transformation and change projects enhancing the maturity and effectiveness of outbound engagement.

Candidate Profile:

• Possess a Bachelor’s degree in Information Technology, Computer Science, Business Administration, or a related discipline.
• Have 3 to 5 years of experience as a dialer administrator or specialist in banking, financial services, or collection contexts.
• Experience with enterprise dialer platforms such as Genesys Cloud, Avaya Proactive Outreach, NICE CXone, Five9, or Aspect is essential.
• Demonstrated expertise managing collections campaigns for credit cards, personal loans, auto loans, and mortgages.
• Exposure to regulated environments with compliance and audit processes is highly desirable.
• Experience working in the UAE or GCC banking sectors is considered an advantage.