Dialer Management Lead

Job Description

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.
  
  

• 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.