About the Job: The company is a market leader across the MENAT (Middle East, North Africa, and Türkiye) region, serving over 9 million customers. As the leading financial services brand in the UAE, the company provides a wide range of banking products and services including retail banking, corporate banking, Islamic banking, investment banking, and more. The bank is significantly involved in the global digital banking industry, with a major percentage of transactions conducted outside physical branches.
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In line with the UAE Government’s strategy to empower and develop nationals, the company seeks to integrate young Emirati talent into an innovative and supportive work environment.
Location: Dubai, United Arab Emirates
Work Conditions: Full-time, hybrid work model available
Key Responsibilities:
- WhatsApp Operations Analysis: Conduct business analysis for WhatsApp banking operations, including IVR systems, mobile platforms, and website analytics.
- Process Improvement: Monitor service interactions to identify and address customer pain points.
- Data Analysis and Reporting: Gather and analyze data related to customer service operations to generate reports providing insights to management.
- Stakeholder Management: Collaborate with various internal teams to align service initiatives with business goals, ensuring a seamless customer experience.
Skills and Experience Required:
- Bachelor’s degree in business administration, Information Technology, Computer Science, Finance, or a related field.
- 5-8 years of progressive business analysis experience in banking or financial services.
- Proven track record in WhatsApp banking projects with demonstrable impact on customer experience.
- Experience with core banking systems integration and digital transformation initiatives.
- Hands-on experience with agile methodologies and contact center operations.
- Strong skills in data analysis, performance measurement, and reporting.
- Familiarity with digital channels, CRM systems, automation tools, and emerging technologies such as AI and chatbots.
Language Requirements: Proficiency in English is generally expected; knowledge of Arabic may be advantageous given the location and customer base.
The company offers a range of professional development opportunities and competitive rewards, benefits, and perks, including a flexible work policy that allows for remote work as necessary.
