Dialer Management Lead

About the role

RAKBANK is looking for an experienced Auto Dialer & Outbound Engagement Specialist to lead the design, optimisation and governance of the bank’s outbound customer engagement capability across collections, sales, relationship management and customer service.

Key responsibilities

• Own and optimise the bank’s outbound calling strategy across collections, sales, retention and relationship management.
• Design and manage high‑impact outbound campaigns using dialer technologies and customer analytics.
• Develop contact strategies, prioritisation models and calling frameworks.
• Partner with frontline teams to improve campaign effectiveness, productivity and customer experience.
• Monitor and enhance key performance metrics through data‑driven insights and reporting.
• Ensure compliance with regulatory requirements, customer fairness standards and internal governance policies.
• Drive adoption of automation and AI‑enabled engagement capabilities and future technology enhancements.
• Act as liaison between business, operations, technology, risk, compliance and audit stakeholders.

Required profile

• Bachelor’s degree in Information Technology, Computer Science, Business Administration or a related discipline.
• 3‑5 years experience managing dialer platforms, outbound engagement or collections operations within banking or financial services.
• Experience with enterprise outbound engagement platforms such as Genesys, Avaya, NICE CXone, Five9 or Aspect.
• Familiarity with regulatory environments, governance frameworks and audit requirements.

Required skills

• Dialer platform management.
• Outbound engagement campaign design.
• Customer analytics.
• Automation and AI‑enabled engagement tools.