Associate Vice President, Manager- Conversational Banking

National Bank of Ras Al-Khaimah PJSC; United Arab Emirates; On-site; AED 200,000 - 300,000; Full time

Job summary

A prominent financial institution in the United Arab Emirates is seeking a strong leader to manage the operations of its contact center, ensuring optimal service delivery and team coordination. The ideal candidate will have over 6 years of experience in a similar role within the banking sector. This position offers an opportunity to make a significant impact on customer engagement and service quality.

Qualifications

• 6+ years managing operations in a contact center environment.
• Experience in the banking or financial services sector.

Responsibilities

• Oversee daily operations of Virtual/Chat teams.
• Execute strategic goals for the Contact Centre.
• Drive team engagement through activities and events.
• Lead and coach team leaders and agents.
• Manage enhancements in CRM and virtual banking processes.
• Monitor performance metrics for continuous improvement.

Skills

Multicultural awareness

Team leadership

Performance monitoring

Stakeholder engagement

Education

Relevant bachelor's degree

Job description

About the role

This role leads the service delivery and daily operations of the Inbound Contact Center’s Virtual team—including WebChat—ensuring performance targets and service level agreements are consistently met. You'll drive capacity planning to optimize resources and cost efficiency, while crafting impactful strategies to elevate service quality and enhance the overall customer experience.

You’ll report directly to the Vice President – Conversational Banking Lead and collaborate closely with a vibrant team of seven passionate professionals who are shaping the future of virtual customer engagement.

What You’ll Be Doing

• Oversee daily operations of Virtual/Chat teams across channels like chat, email, and other digital platforms.
• Execute strategic goals for the Contact Centre, including training, coaching, resource planning, and KPI/SLA delivery.
• Drive team engagement through floor events, huddles, and morale-boosting activities.
• Lead development and coaching of Team Leaders, Assistant Managers, and Agents with operational discipline.
• Manage initiatives and enhancements across CRM, Chatbot, and virtual banking processes.
• Monitor performance metrics such as chat efficiency, conversion rates, staffing utilization, and employee engagement.
• Plan and optimize staffing through forecasting and analysis of historical call/chat trends.
• Ensure service quality through consistent coaching, monitoring, and customer experience standards.
• Contribute to business projects by enhancing systems and supporting customer journey improvements.
• Benchmark service delivery against market standards to improve engagement and reduce customer effort.
• Analyze customer contact trends to drive continuous improvement in service delivery.
• Support strategic goals, compliance, business continuity, and transformation plan while aligning operations with policy and performance standards.

What We’re Looking For

• Education: Any relevant bachelor’s degree
• Experience: 6 years and more experience in managing operations at a medium sized contact center set-up with multicultural awareness within Banking/financial industry
• Industry Exposure: Experience in banking or financial services