About the role
Auto Dialer & Outbound Engagement Specialist will be responsible for the end-to-end design, optimization, and governance of the company's outbound customer engagement capability across Collections and Banking. The role owns how outbound calling is planned, prioritized, executed, and measured to ensure consistent customer experience, strong governance, and measurable commercial and recovery outcomes. The role directly supports the company’s strategic priorities of driving income, managing customer experience, and controlling operational and regulatory risk, while laying the foundation for scalable automation and AI-enabled engagement.
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Location
United Arab Emirates
Responsibilities
- Lead and govern the company-wide outbound engagement strategy across Collections & Recovery, Cross-Sell and Up-Sell Campaigns, Relationship Management, Portfolio Reviews, Customer Retention, Reactivation, and Service-led Customer Outreach.
- Develop and implement a comprehensive outbound engagement framework that aligns customer contact strategies with business objectives, customer needs, regulatory requirements, and operational priorities.
- Define customer engagement approaches based on customer segmentation, product portfolio, customer value, behavioral insights, and risk profiles.
- Partner with frontline functions including Collections, Contact Centre, Sales, and Relationship Management teams to ensure effective campaign execution and operational efficiency.
- Ensure all outbound engagement activities comply with applicable Central Bank regulations, internal governance standards, and customer protection requirements.
Requirements
- Bachelor's degree in information technology, Computer Science, Business Administration, or a related field.
- Minimum 3–5 years of experience as a dialer administrator or specialist within a banking, financial services, or collections environment.
- Hands-on experience with at least one enterprise dialer platform such as Genesys Cloud, Avaya Proactive Outreach, NICE CXone, Five9, or Aspect.
- Demonstrated experience managing collections campaigns across multiple product lines (credit cards, personal loans, auto loans, mortgages).
- Experience working in a regulated environment with exposure to compliance and audit requirements is strongly preferred.
