Job Description

At RAKBANK, we believe in fostering a culture of innovation, growth, and excellence. We are not just a bank – we are a community that thrives on teamwork, cutting-edge solutions, and the highest standards of governance.

About the role:

This role leads the service delivery and daily operations of the Inbound Contact Center’s Virtual team—including WebChat—ensuring performance targets and service level agreements are consistently met. You'll drive capacity planning to optimize resources and cost efficiency, while crafting impactful strategies to elevate service quality and enhance the overall customer experience.

You’ll report directly to the Vice President – Conversational Banking Lead and collaborate closely with a vibrant team of seven passionate professionals who are shaping the future of virtual customer engagement.

What You’ll Be Doing:

• Oversee daily operations of Virtual/Chat teams across channels like chat, email, and other digital platforms.
• Execute strategic goals for the Contact Centre, including training, coaching, resource planning, and KPI/SLA delivery.
• Drive team engagement through floor events, huddles, and morale-boosting activities.
• Lead development and coaching of Team Leaders, Assistant Managers, and Agents with operational discipline.
• Manage initiatives and enhancements across CRM, Chatbot, and virtual banking processes.
• Monitor performance metrics such as chat efficiency, conversion rates, staffing utilization, and employee engagement.
• Plan and optimize staffing through forecasting and analysis of historical call/chat trends.
• Ensure service quality through consistent coaching, monitoring, and customer experience standards.
• Contribute to business projects by enhancing systems and supporting customer journey improvements.
• Benchmark service delivery against market standards to improve engagement and reduce customer effort.
• Analyze customer contact trends to drive continuous improvement in service delivery.
• Support strategic goals, compliance, business continuity, and transformation plan while aligning operations with policy and performance standards.

Qualifications

What We’re Looking For

• Education: Any relevant bachelor’s degree
• Experience: 6 years and more experience in managing operations at a medium sized contact center set-up with multicultural awareness within Banking/financial industry
• Industry Exposure: Experience in banking or financial services

What You Should Have:

• Proven ability to manage contact center operations with a strong focus on achieving Key Performance Indicators (KPIs) and maintaining service level agreements.
• Deep commitment to customer satisfaction, with strong interpersonal skills to build and manage relationships across internal and external stakeholders.
• Demonstrated success in motivating teams, managing performance, and driving employee engagement and development, including collaboration with Quality Assurance functions.
• Strong accountability in leading initiatives, implementing new processes, and contributing to cross-functional projects that enhance service delivery.
• Excellent written and verbal communication skills, with the ability to influence, inspire, and align teams and stakeholders toward common goals.
• Experience with banking contact center environments and familiarity with CRM platforms and customer engagement systems to optimize service workflows.
• Adaptable to change and capable of leading teams effectively in dynamic, high-pressure environments.

Additional Information

What’s In It For You:

• Pay for performance culture (Competitive and performance-linked compensation)
• Provision of medical care plan for your family and you
• Comprehensive Life insurance plan
• Diverse workforce and inclusive culture
• Career development and growth opportunities by design
• Work with the best minds in the field
• Get opportunities to bring your whole-self to the organization and perform to your best