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Associate Vice President, Manager - Conversational Banking

On-site Full-time

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Experience Level

Mid to Senior

Qualifications

Desired Qualifications:Education: Bachelor's degree in a relevant field. Experience: Minimum of 6 years managing operations in a medium-sized contact center, with a focus on multicultural environments within the Banking/Financial sector. Industry Exposure: Proven experience in banking or financial services. Essential Skills:Strong track record in managing contact center operations with a focus on achieving KPIs and service level agreements. Commitment to customer satisfaction, complemented by excellent interpersonal skills for building relationships with stakeholders. Demonstrated ability to motivate teams, manage performance, and drive employee engagement and development through collaboration with Quality Assurance teams.

About the job

Your Role:

  • Lead and manage the daily operations of the Virtual and Chat teams across various channels, including chat, email, and other digital platforms.
  • Implement strategic objectives for the Contact Centre, focusing on training, coaching, resource allocation, and ensuring KPI & SLA compliance.
  • Enhance team morale and engagement through activities such as team events and huddles.
  • Guide the development and coaching of Team Leaders, Assistant Managers, and Agents, fostering operational excellence.
  • Oversee initiatives and advancements within CRM, Chatbot, and virtual banking processes.
  • Track performance indicators including chat efficiency, conversion rates, staffing utilization, and employee engagement.
  • Forecast staffing needs based on historical call/chat trends to optimize resource allocation.
  • Maintain high service quality by providing continuous coaching, monitoring, and adhering to customer experience standards.
  • Participate in business projects aimed at enhancing systems and improving customer journey experiences.
  • Benchmark service delivery against industry standards to enhance engagement and decrease customer effort.
  • Analyze customer contact patterns to promote ongoing improvements in service delivery.
  • Support strategic objectives, compliance, and transformation initiatives while ensuring alignment with operational policies and performance standards.

About RAK Bank

RAKBANK is dedicated to promoting a culture of innovation, growth, and excellence. More than just a bank, we are a community that thrives on collaboration, cutting-edge solutions, and the highest standards of governance. About This Position:This position oversees the service delivery and daily operations of the Inbound Contact Center’s Virtual team, including WebChat, ensuring that performance targets and service level agreements are consistently met. You will be responsible for capacity planning to optimize resources and cost efficiency while developing impactful strategies to enhance service quality and overall customer experience. You will report directly to the Vice President – Conversational Banking Lead and work closely with a dynamic team of seven dedicated professionals focused on shaping the future of virtual customer engagement.

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