ملخص الوظيفة
تعلن RAKBANK عن وظيفة نائب الرئيس المساعد لإدارة اتصالات الخدمات، للإشراف على اتصالات خدمة العملاء والمعاملات عبر قنوات متعددة وتحسينها. تشمل المسؤوليات إدارة منصة الاتصالات ومسار الطلبات والضوابط وسير العمل والقوالب والسجلات، وقيادة التواصل مع العملاء عند تعطل الخدمات أو وقوع الحوادث الحرجة. يتعاون شاغل الوظيفة مع فرق المالية وتقنية المعلومات والامتثال ومكافحة الاحتيال والأعمال، ويستخدم التحليلات والذكاء الاصطناعي لتحسين فعالية الاتصالات وإدارة تكلفتها. يشترط مؤهل بكالوريوس ذي صلة وخبرة من 5 إلى 8 سنوات في القطاع المصرفي أو مجال مرتبط، وموقع الوظيفة في الإمارات العربية المتحدة.
نص الإعلان
كما نُشر على rakbank.ae. نقلناه من موقع صاحب العمل كما كتبه.
What You'll Be Doing:
- Manage and optimize servicing and transactional customer communications across multiple channels.
- Drive communication cost optimization, reporting, and performance improvements.
- Own the communications platform, demand pipeline, governance controls, and delivery processes.
- Lead customer communications during planned and unplanned service disruptions and critical incidents.
- Maintain communication inventories, templates, repositories, and approval records.
- Partner with Finance, IT, Compliance, Fraud, and Business teams to ensure effective communication management.
- Leverage AI and analytics to review, validate, benchmark, and improve customer communications.
What We're Looking For:
- Bachelor's degree in Business, Banking & Finance, Marketing, Information Technology, Engineering, or a related field.
- 5 to 8 years of experience in banking, customer service, marketing, PMO, IT, incident management, or related functions.
- Experience managing customer communication platforms and operational delivery processes.
- Strong stakeholder management and cross-functional collaboration skills.
- Experience in reporting, analytics, cost management, and governance within a regulated environment.
- Experience using AI and automation tools to improve operational efficiency and communication effectiveness.
Skills:
- Project & Program Management
- Data Analysis & Reporting
- Incident & Service Recovery Management
- AI & Automation Tools
- Communication Governance & Regulatory Awareness
- Stakeholder & Vendor Management
- Analytical Thinking & Problem Solving
- Customer Centricity & Continuous Improvement Mindset
- Strong Organizational Skills & Attention to Detail
What's In It for You:
- Be part of a role that directly influences customer experience across one of the UAE’s leading banks.
- Lead and transform the Bank's end-to-end servicing and transactional communications ecosystem.
- Drive high-impact initiatives focused on communication optimization, cost management, AI adoption, and operational excellence.
- Partner with senior stakeholders across Finance, IT, Compliance, Fraud, Operations, and Business teams.
- Gain exposure to strategic decision-making, incident management, customer communications governance, and digital transformation initiatives.
- Work in a collaborative environment that encourages innovation, continuous improvement, and professional growth.
- Play a key role in shaping how the Bank communicates with and serves its customers at scale.