Job Description

Join RAKBANK – Where Innovation Meets Integrity

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

As Vice President & Head of Frontline Sales Experience & Alternate Channels, you will report to the EVP & Head of Retail Customer Acquisition and lead the transformation of customer and employee onboarding across all retail banking channels. This strategic role drives digital journey optimization, alternate acquisition channels, and partner ecosystems to deliver scalable, frictionless customer experiences.

What You’ll Be Doing

Frontline Sales Experience & Customer Onboarding

• Own the end-to-end onboarding journey across branches, elite banking, direct sales, digital, field, and Employee Banking.
• Identify and resolve customer pain points across physical and digital touchpoints.
• Ensure consistent, seamless experiences across all products and segments.

Employee Onboarding & Enablement

• Design and implement onboarding frameworks for front-line sales staff.
• Collaborate with HR, L&D, and business heads to align training with product, policy, and process updates.
• Monitor onboarding effectiveness and drive continuous improvement.

Alternate Channels Oversight

• Lead strategy and execution for:
  • Kiosk-led acquisition in retail outlets
  • Local Area Marketing (LAM) initiatives
  • Digital acquisition partnerships (e.g., fintechs, aggregators, payroll partners)
• Design tailored onboarding journeys for each channel and partner type.
• Monitor channel performance and ensure brand alignment.

Digital Journey Optimization

• Enhance digital onboarding journeys across mobile and assisted channels.
• Harmonize physical onboarding across branches, kiosks, and field sales.
• Integrate analytics and customer feedback to refine journeys.

Cross-Functional & Governance Leadership

• Collaborate with product, compliance, risk, operations, and technology to resolve onboarding gaps.
• Lead governance forums across retail sales units and partner ecosystems.
• Drive simplification and standardization of onboarding policies and processes.

Qualifications

What We’re Looking For

Education:

Bachelor’s degree in Business, Banking, Technology, or related field (Master’s preferred).

Experience:

• 10+ years of leadership experience in customer experience, onboarding, or digital transformation.
• Deep knowledge of UAE/GCC retail banking landscape and regulatory standards.
• Proven success in delivering complex transformation initiatives.

Additional Information

What’s In It For You

• Competitive, performance-linked compensation
• Medical coverage for you and your family
• Comprehensive life insurance
• Inclusive and diverse workplace culture
• Career development and fast-track growth opportunities
• Mentorship from industry experts

Skills That Set You Apart

Technical Skills:

• Expertise in onboarding journeys, KYC/AML compliance, and digital identity solutions
• Strong knowledge of digital and alternate banking channels
• Customer experience design, journey mapping, and analytics
• Program management, governance, and change management
• Data-driven decision-making and continuous improvement

Behavioral Competencies:

• Strategic thinker with execution capability
• Strong stakeholder management and influencing skills
• Customer-obsessed with commercial acumen
• High resilience and adaptability
• Inspirational leadership and team mobilization

Key Performance Indicators (KPIs)

• Customer Onboarding NPS
• Onboarding Drop-off Rate (Digital & Physical)
• Onboarding TAT across channels
• Digital Conversion Rate
• Partner SLA Compliance
• ESAT (Employee Satisfaction)
• % Acquisition via Kiosk, LAM, and Partnerships

Ready to Redefine Frontline Sales Experience?

If you're passionate about transforming customer journeys, driving innovation, and leading high-impact initiatives, we’d love to hear from you.

Apply now and be part of RAKBANK’s journey to deliver Simply Better experiences.