Dialer Management Lead

About the role: Auto Dialer & Outbound Engagement Specialist will be responsible for the end-to-end design, optimization, and governance of RAKBANK’s outbound customer engagement capability across Collections and Banking. The role owns how outbound calling is planned, prioritized, executed, and measured to ensure consistent customer experience, strong governance, and measurable commercial and recovery outcomes. The role directly supports the Bank’s strategic priorities of driving income, managing customer experience, and controlling operational and regulatory risk, while laying the foundation for scalable automation and AI-enabled engagement What you will be doing: Strategic Ownership of Outbound Customer Engagement Lead and govern the Bank-wide outbound engagement strategy across Collections & Recovery, Cross-Sell and Up-Sell Campaigns, Relationship Management, Portfolio Reviews, Customer Retention, Reactivation, and Service-led Customer Outreach. Develop and implement a comprehensive outbound engagement framework that aligns customer contact strategies with business objectives, customer needs, regulatory requirements, and operational priorities. Translate business goals into structured campaigns, prioritization models, customer contact strategies, and standardized calling playbooks to drive commercial and service outcomes. Define customer engagement approaches based on customer segmentation, product portfolio, customer value, behavioral insights, and risk profiles. Establish consistent customer contact standards covering call timing, frequency, sequencing, follow-up requirements, escalation protocols, and service levels across all outbound use cases. Campaign Delivery & Operational Excellence Partner with frontline functions including Collections, Contact Centre, Sales, and Relationship Management teams to ensure effective campaign execution and operational efficiency. Design and oversee call allocation methodologies, workflow management frameworks, customer prioritization rules, and structured calling queues. Provide clear execution guidelines, performance standards, and operational governance to maximize outreach effectiveness and customer outcomes. Continuously assess and optimize outbound engagement processes to improve productivity, conversion rates, service quality, and resource utilization. Work closely with business stakeholders to balance revenue generation, customer experience, and customer contact fatigue through data-driven engagement strategies. Performance Management, Analytics & Insight Generation Define, monitor, and continuously enhance key performance indicators (KPIs) and success metrics across all outbound engagement activities. Collaborate with Data Analytics, MIS, and Business Intelligence teams to develop actionable dashboards and performance reporting frameworks for senior management and executive stakeholders. Leverage customer and campaign performance insights to optimize targeting strategies, customer segmentation, messaging, and contact prioritization. Drive a culture of continuous improvement through performance reviews, root cause analysis, trend monitoring, and strategic recommendations. Governance, Risk Management & Customer Fairness Ensure all outbound engagement activities comply with applicable Central Bank regulations, internal governance standards, and customer protection requirements. Oversee adherence to Do-Not-Call regulations, customer contact frequency limits, vulnerable customer policies, and fair treatment principles. Maintain robust documentation of outbound strategies, campaign logic, approval frameworks, business rules, and governance controls. Act as the primary point of contact for Compliance, Risk, Legal, and Internal Audit teams on all outbound engagement-related matters. Champion customer-centric practices that enhance trust, transparency, and customer experience while meeting business objectives. Technology & Future Capability Development Own the business and functional requirements for outbound engagement technologies, including predictive dialers, campaign management platforms, customer analytics tools, speech analytics, and AI-enabled monitoring solutions. Evaluate opportunities for automation, digitization, and AI-driven customer engagement to improve effectiveness, operational efficiency, and customer outcomes. Partner with Technology, Digital, Data, and Transformation teams to deliver platform enhancements, strategic initiatives, pilot programs, and future-state engagement capabilities. Assess emerging technologies and industry best practices to ensure the Bank remains at the forefront of customer engagement innovation and operational excellence. Develop a long-term roadmap for outbound engagement capabilities that supports business growth, risk management, customer satisfaction, and operational scalability. Stakeholder Management & Leadership Build strong partnerships with senior business leaders and cross-funct

Strategic Ownership of Outbound Customer Engagement across Collections & Recovery, Cross-Sell and Up-Sell Campaigns, Relationship Management, Portfolio Reviews, Customer Retention, Reactivation, and Service-led Customer Outreach. Develop and implement a comprehensive outbound engagement framework aligned to business objectives, regulatory requirements, and operational priorities; translate goals into structured campaigns, prioritization models, customer contact strategies, and standardized calling playbooks. Define engagement approaches based on segmentation, product portfolio, customer value, behavioral insights, and risk profiles. Establish contact standards (timing, frequency, sequencing, follow-up, escalation, service levels) across all outbound use cases. Partner with frontline functions to ensure campaign execution and efficiency; design call allocation methodologies, workflow management, and prioritization rules. Provide governance and performance standards to maximize outreach effectiveness. Continuously optimize processes to improve productivity, conversion, service quality, and resource utilization. Balance revenue generation with customer experience and fatigue through data-driven strategies. Define and monitor KPIs; develop dashboards and reporting for senior management. Ensure compliance with Central Bank regulations, Do-Not-Call rules, and fair treatment principles. Maintain documentation of strategies, rules, and governance controls; act as primary liaison with Compliance, Risk, Legal, and Internal Audit. Champion customer-centric practices while meeting business objectives. Own requirements for outbound engagement technologies (predictive dialers, campaign management platforms, analytics tools, speech analytics, AI monitoring); pursue automation and AI-driven improvements; collaborate with Technology and Transformation teams on enhancements and pilots; develop a long-term capability roadmap. Build partnerships with senior leaders and cross-functional teams to deliver platform improvements and scalable engagement capabilities.