Learning & Development Specialist

About the role

We are looking for a Learning & Development Specialist to design, deliver and evaluate soft‑skill programmes for multiple business units within Rakbank. The role combines instructional design, on‑the‑floor coaching and performance measurement to raise service quality and sales conversion.

Key responsibilities

• Develop and facilitate training on customer experience, call etiquette, active listening, empathy, multi‑channel handling, writing for chat/email, objection handling and negotiation.
• Create learning assets such as facilitator guides, role‑plays, case studies and simulation scenarios.
• Assess learner readiness through observations, call listening and chat/email reviews, and provide side‑by‑side coaching on the floor.
• Integrate compliance elements (consent, disclosures, approved scripts) into every learning module.
• Partner with Quality Assurance and Subject Matter Experts to translate quality findings into targeted learning interventions.
• Track training records, assessment results and certifications in Oracle LMS and report impact against KPIs such as quality scores, first‑contact resolution and conversion rates.

Required profile

• Bachelor’s degree in Human Resources, Business Administration, Education, Psychology, Communications or related field.
• 4‑6 years of experience in soft‑skill training, with at least 2‑3 years in a contact‑centre, collections or virtual banking environment.
• Proven ability to design behavioural programmes for voice and digital channels and to align learning with UAE telemarketing and consumer‑protection regulations.
• Strong stakeholder management and confidence working with SMEs across organisational levels.
• Arabic language skills are an advantage.

Required skills

• Instructional design, including simulations and role‑plays.
• Training delivery and facilitation in classroom and on‑the‑floor settings.
• Voice, chat and email communication coaching.
• Data analysis and KPI‑linked reporting.
• Oracle LMS administration.

What we offer

• Opportunity to shape learning experiences and see measurable impact on service quality.
• Exposure to diverse business units and the chance to design blended learning solutions.
• Contribution to employee development and customer service excellence.