Senior Manager - Conversational Banking (UAE Nationals Only)

Key Responsibilities:

The role is critical to re-engineer, digitize, manage and run the essential business by delivering changes on conversational banking channels & drive the Raqmi Digital Migration agenda;

1. Reducing operational costs tied to branch and call center activities.

2. Meeting customer expectations for fast, convenient, and secure digital services.

3. Enabling the bank to scale operations without proportionally increasing resources.

4. Delivering innovative solutions like WhatsApp banking to enhance customer engagement and satisfaction.

This role supports the bank’s vision of becoming a leader in digital transformation by fostering a culture of innovation, streamlining operations, and ensuring that customers adopt and embrace digital channels as their primary interaction point with the bank.

1. Driving Customer Migration to Digital Channels:

• Designing and implementing strategies that encourage customers to shift from branch and call center interactions to digital platforms.

2. Innovating and Simplifying Services:

• Identifying opportunities to digitize manual processes, reducing complexity for both the bank and its customers.

3. Spearheading WhatsApp Banking Adoption:

• Introducing WhatsApp banking as a core service, enhancing its adoption through strategic promotions, education, and feature enhancements.

4. Aligning Stakeholders and Teams:

• Bridging the gap between business units, IT, and marketing to ensure cohesive and effective execution of digital initiatives.

5. Monitoring and Delivering Tangible Results:

• Establishing clear performance metrics, tracking progress, and delivering measurable improvements in efficiency, customer satisfaction, and digital engagement.

6. Operational Efficiency Gains:

• Reduce dependency on branch and call center resources by automating routine tasks and empowering customers with self-service tools.

7. Enhanced Customer Experience:

• Deliver user-friendly, secure, and reliable digital solutions that improve customer satisfaction and loyalty.

8. Revenue Growth:

• Support the bank’s financial growth by promoting value-added digital services that increase customer engagement and reduce operational costs.

Moreover, ensuring EI remains at the forefront of digital innovation while maintaining a customer-first approach – efforts directly impacting the bank’s growth, profitability, and reputation as a leading provider of the modern age banking services.

Job Skills & Qualifications:

• Undergraduate Degree

• Prior experience in Digital Channels

What we offer you:

• Competitive salary package

• Strong emphasis on work-life balance and wellbeing across the bank

• World-class Learning & Development platform and career development

• Generous annual leave entitlement and Private Healthcare

• Preferential banking facilities for employees