Associate Vice President - Service Communications Management

RAKBANK · United Arab Emirates

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What You'll Be Doing:

  • Manage and optimize servicing and transactional customer communications across multiple channels.
  • Drive communication cost optimization, reporting, and performance improvements.
  • Own the communications platform, demand pipeline, governance controls, and delivery processes.
  • Lead customer communications during planned and unplanned service disruptions and critical incidents.
  • Maintain communication inventories, templates, repositories, and approval records.
  • Partner with Finance, IT, Compliance, Fraud, and Business teams to ensure effective communication management.
  • Leverage AI and analytics to review, validate, benchmark, and improve customer communications.

What We're Looking For:

  • Bachelor's degree in Business, Banking & Finance, Marketing, Information Technology, Engineering, or a related field.
  • 5 to 8 years of experience in banking, customer service, marketing, PMO, IT, incident management, or related functions.
  • Experience managing customer communication platforms and operational delivery processes.
  • Strong stakeholder management and cross-functional collaboration skills.
  • Experience in reporting, analytics, cost management, and governance within a regulated environment.
  • Experience using AI and automation tools to improve operational efficiency and communication effectiveness.

Skills:

  • Project & Program Management
  • Data Analysis & Reporting
  • Incident & Service Recovery Management
  • AI & Automation Tools
  • Communication Governance & Regulatory Awareness
  • Stakeholder & Vendor Management
  • Analytical Thinking & Problem Solving
  • Customer Centricity & Continuous Improvement Mindset
  • Strong Organizational Skills & Attention to Detail

What's In It for You:

  • Be part of a role that directly influences customer experience across one of the UAE’s leading banks.
  • Lead and transform the Bank's end-to-end servicing and transactional communications ecosystem.
  • Drive high-impact initiatives focused on communication optimization, cost management, AI adoption, and operational excellence.
  • Partner with senior stakeholders across Finance, IT, Compliance, Fraud, Operations, and Business teams.
  • Gain exposure to strategic decision-making, incident management, customer communications governance, and digital transformation initiatives.
  • Work in a collaborative environment that encourages innovation, continuous improvement, and professional growth.
  • Play a key role in shaping how the Bank communicates with and serves its customers at scale. 
We are seeking an experienced Associate Vice President – Service Communications Management to lead and optimize Rakbank's servicing and transactional customer communications ecosystem. This role is responsible for managing communication platforms, driving cost optimization, strengthening governance, overseeing service recovery communications, and leveraging AI to enhance communication quality, efficiency, and customer experience.

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