At RAKBANK, we are committed to nurturing a culture of innovation, growth, and excellence. We go beyond being a bank – we are a thriving community fueled by teamwork, advanced solutions, and unwavering standards of governance.
Are you ready to lead, motivate a team, and craft outstanding customer experiences? If you excel in fast-paced environments, enjoy solving problems, and know how to inspire a team to perform at their best, this role is tailored for you!
Join us and be a part of shaping the future of RAKBANK!
Job Description
- Lead your team to meet and exceed sales objectives, service expectations, and productivity benchmarks.
- Examine and assess critical metrics such as call/chat volumes, service levels, and customer feedback to enhance efficiency.
- Provide coaching, offer constructive feedback, and recognize potential leaders to elevate your team's performance.
- Take charge of initiatives aimed at boosting digital adoption across all customer interaction channels.
- Handle customer escalations effectively, transforming challenges into opportunities.
- Manage shift schedules, oversee workflows, and ensure compliance with service level agreements.
- Supervise customer service requests, account freezes, and other approvals to uphold procedural accuracy.
- Bridge communication between your team and management, sharing valuable insights and driving progress.
- Support the team’s function as directed by the Head of Compliance Monitoring & Assurance, contributing to the CMA team’s alignment with the bank’s overall strategy.
- Assist in organizing and compiling necessary data and MIS reports for CCO, MCRC, and board committees.
- Explore opportunities to enhance work accuracy and efficiency through data analytics, technology, and automation.
Qualifications
- A university degree or equivalent qualification.
- 2 to 4 years’ experience in a medium-sized contact center setup.
- UAE National with a family book.
- Strong analytical abilities and excellent interpersonal skills.
- Capability to collaborate effectively with a team or work independently.
- Adaptability to function within a loosely structured environment.
Additional Information
What’s In It for You
- Pay for performance culture (Competitive and performance-linked compensation)
- Diverse workforce and inclusive culture
- Career development and growth opportunities by design
- Work with the best minds in the field
- Get opportunities to bring your whole self to the organization and perform to your best.
