Officer – Wallet Business Services

About the role

At RAKBANK, we are committed to delivering exceptional customer experiences and operational excellence. As an Officer Wallet Business, you will be responsible for managing wallet‑related operations, service delivery, and customer fulfilment activities while ensuring seamless execution, strong governance, and continuous process improvement.

Key responsibilities

• Manage day‑to‑day wallet operations, settlements, remittances, and service requests.
• Act as the primary point of contact for wallet clients and outsourced service providers.
• Coordinate with Relationship Managers, Product, Operations, IT, and other stakeholders to ensure efficient service delivery.
• Monitor SLAs, resolve customer queries, and escalate critical issues when required.
• Support Cash Management products, including cheque collection, corporate cards, cash deposit, and remittance services.
• Drive process improvements, automation initiatives, and operational efficiency enhancements.
• Prepare MIS reports, dashboards, and performance metrics for management review.
• Act as a backup to the Team Lead and support business continuity activities.

Required profile

• Bachelor's degree in Business, Finance, Banking, or a related field.
• 5‑7 years of experience in Wallet Operations, Cash Management, Transaction Banking, or Corporate Banking Operations.
• Strong understanding of payments, settlements, customer fulfilment, and service management.
• Experience managing stakeholders across Operations, Product, Technology, and client‑facing teams.
• Proficiency in data analysis, reporting, and dashboard preparation.
• Exposure to digital initiatives, process automation, or AI‑driven enhancements is an advantage.

Required skills

• Wallet & Cash Management Operations
• Data Analysis & MIS Reporting
• Process Improvement Mindset
• Risk & Control Awareness
• Stakeholder Management
• Customer Service Excellence

What we offer

• Competitive compensation and benefits.
• Exposure to digital payments and wallet solutions.
• Opportunity to work on automation and transformation initiatives.
• Collaborative and high‑performing work environment.
• Professional development and career growth opportunities.
• Opportunity to make a direct impact on customer experience and operational excellence.