About the Job:
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The 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. This role is critical in ensuring consistent customer experience, strong governance, and measurable commercial and recovery outcomes. It will support the company’s strategic priorities, including driving income, managing customer experience, and controlling operational and regulatory risk, while paving the way for scalable automation and AI-enabled engagement.
Key Responsibilities:
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Strategic Ownership of Outbound Customer Engagement:
- Lead and govern the outbound engagement strategy across Collections & Recovery, Cross-Sell and Up-Sell Campaigns, and more.
- Develop an outbound engagement framework aligned with business objectives and regulatory requirements.
- Establish customer contact standards across all outbound use cases.
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Campaign Delivery & Operational Excellence:
- Partner with frontline functions to ensure effective campaign execution.
- Design methodologies for call allocation and oversee campaign execution guidelines.
- Optimize outbound engagement processes to improve productivity and customer outcomes.
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Performance Management, Analytics & Insights:
- Define and enhance key performance indicators and success metrics.
- Collaborate with data analytics teams to develop performance reporting frameworks.
- Drive continuous improvement through performance reviews and strategic recommendations.
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Governance, Risk Management & Customer Fairness:
- Ensure compliance with Central Bank regulations and internal standards.
- Maintain documentation of outbound strategies and governance controls.
- Act as the primary contact for Compliance, Risk, and Legal on outbound engagement matters.
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Technology & Future Capability Development:
- Own business requirements for outbound engagement technologies.
- Evaluate opportunities for automation and AI-driven customer engagement.
- Develop a long-term roadmap for outbound engagement capabilities.
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Stakeholder Management & Leadership:
- Build partnerships with senior business leaders to align strategies with organizational priorities.
- Influence decision-making with data-driven insights.
- Lead change initiatives aimed at enhancing outbound customer engagement.
What We’re Looking For:
- Bachelor's degree in Information Technology, Computer Science, Business Administration, or related field.
- Minimum of 3–5 years of experience as a dialer administrator or specialist in banking, financial services, or collections.
- Hands-on experience with enterprise dialer platforms (e.g., Genesys Cloud, Avaya Proactive Outreach).
- Experience managing collections campaigns across multiple product lines.
- Familiarity with compliance and audit requirements in a regulated environment.
- Experience in the UAE or GCC banking sector is preferred.
Location: United Arab Emirates
Work Conditions: On-site, Full-time
Language Requirements: Not specified.
