Officer Wallet Business Services

Role Overview

Officer Wallet Business Services at RAK BANK, responsible for managing wallet-related operations, service delivery, and customer fulfilment activities while ensuring seamless execution, strong governance, and continuous process improvement.

Role Purpose

To manage day-to-day wallet operations and serve as the primary point of contact for wallet clients and outsourced service providers, ensuring efficient service delivery, strong governance, and continuous process improvement across wallet and cash management services.

Key Responsibilities

Operations & Service Delivery

• Manage day-to-day wallet operations, settlements, remittances, and service requests.
• Act as the primary point of contact for wallet clients and outsourced service providers.
• Support Cash Management products, including cheque collection, corporate cards, cash deposit, and remittance services.

Stakeholder Management & Coordination

• Coordinate with Relationship Managers, Product, Operations, IT, and other stakeholders to ensure efficient service delivery.
• Manage stakeholders across Operations, Product, Technology, and Client-facing teams.

Monitoring & Issue Resolution

• Monitor SLAs, resolve customer queries, and escalate critical issues when required.

Reporting & Analysis

• Prepare MIS reports, dashboards, and performance metrics for management review.
• Deliver data analysis and MIS reporting to support decision-making.

Process Improvement

• Drive process improvements, automation initiatives, and operational efficiency enhancements.

Business Continuity

• Act as a backup to the Team Lead and support business continuity activities.

Qualifications & Experience

• Bachelor's degree in Business, Finance, Banking, or a related field.
• 5–7 years of experience in Wallet Operations, Cash Management, Transaction Banking, or Corporate Banking Operations.
• Strong understanding of payments, settlements, customer fulfilment, and service management.
• Exposure to digital initiatives, process automation, or AI-driven enhancements is an advantage.

Skills & Competencies

• Wallet and Cash Management Operations.
• Data Analysis and MIS Reporting.
• Process Improvement Mindset.
• Risk and Control Awareness.
• Stakeholder Management.
• Customer Service Excellence.
• Proficiency in data analysis, reporting, and dashboard preparation.

Additional Information

• Competitive compensation and benefits.
• Exposure to digital payments and wallet solutions.
• Opportunity to work on automation and transformation initiatives.
• Collaborative and high-performing work environment.
• Professional development and career growth opportunities.
• Opportunity to make a direct impact on customer experience and operational excellence.