Dialer Management Lead

About the role

The Dialer Management Lead will own the end‑to‑end design, optimisation and governance of RAKBANK’s outbound customer engagement capability across collections, cross‑sell, up‑sell and service‑led outreach. The role ensures that outbound calling is planned, prioritised, executed and measured to deliver consistent customer experience, strong governance and measurable commercial and recovery outcomes.

Key responsibilities

• Develop and implement a bank‑wide outbound engagement framework aligned with business objectives, regulatory requirements and operational priorities.
• Translate business goals into structured campaigns, prioritisation models, customer contact strategies and standardised calling playbooks.
• Define customer engagement approaches based on segmentation, product portfolio, behavioural insights and risk profiles.
• Partner with collections, contact‑centre, sales and relationship‑management teams to design call allocation methodologies, workflow management frameworks and prioritisation rules.
• Provide execution guidelines, performance standards and operational governance to maximise outreach effectiveness.
• Continuously assess and optimise processes to improve productivity, conversion rates, service quality and resource utilisation.
• Monitor and enhance key performance indicators, generating analytics and insights for continuous improvement.

Required profile

• Proven experience in outbound customer engagement within banking or financial services.
• Strong background in collections, campaign design and execution.
• Ability to develop governance frameworks and standardised playbooks.
• Data‑driven mindset with experience defining and monitoring performance metrics.
• Excellent collaboration skills with frontline functions such as collections, sales and contact‑centre teams.

Required skills