Dialer Management Lead

Rakbank is seeking 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. This is a unique opportunity to build and scale a best-in-class outbound engagement framework, driving recovery outcomes, revenue growth, customer retention, and operational efficiency while ensuring compliance with regulatory and customer fairness standards. What You Will Do: 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 customer 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 the adoption of automation, AI-enabled engagement capabilities, and future outbound technology enhancements. Act as the key liaison between Business, Operations, Technology, Risk, Compliance, and Audit stakeholders. What We are Looking for: 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 . Exposure to regulatory environments, governance frameworks, and audit requirements.

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. Exposure to regulatory environments, governance frameworks, and audit requirements.

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 customer 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 the adoption of automation, AI-enabled engagement capabilities, and future outbound technology enhancements. Act as the key liaison between Business, Operations, Technology, Risk, Compliance, and Audit stakeholders.