Associate Vice President - Service Communications Management

Role Overview

Associate Vice President - Service Communications Management at RAK BANK, based in the UAE.

Role Purpose

Manage and optimize servicing and transactional customer communications across multiple channels, drive communication cost optimization and performance improvements, and lead the Bank's end-to-end communications ecosystem during both routine operations and critical incidents.

Key Responsibilities

Communications Management & Optimization

• Manage and optimize servicing and transactional customer communications across multiple channels.
• Drive communication cost optimization, reporting, and performance improvements.
• Maintain communication inventories, templates, repositories, and approval records.
• Leverage AI and analytics to review, validate, benchmark, and improve customer communications.

Platform & Operations

• Own the communications platform, demand pipeline, governance controls, and delivery processes.
• Experience managing customer communication platforms and operational delivery processes.

Incident & Service Management

• Lead customer communications during planned and unplanned service disruptions and critical incidents.

Stakeholder & Cross-Functional Partnership

• Partner with Finance, IT, Compliance, Fraud, and Business teams to ensure effective communication management.

Qualifications & Experience

• 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.
• 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 & Competencies

• 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
• Strong stakeholder management and cross-functional collaboration skills.

Additional Information

• Direct influence on customer experience across one of the UAE's leading banks.
• Exposure to strategic decision-making, incident management, customer communications governance, and digital transformation initiatives.
• Collaborative environment that encourages innovation, continuous improvement, and professional growth.