Learning & Development Specialist

Role Overview

Learning & Development Specialist at RAK BANK, based in the United Arab Emirates. As a Soft Skills Trainer for the Voice & Virtual (V&V) Programme, you will design, deliver, and certify the behavioural and channel skills frontline teams need to serve, sell, and collect from customers across voice, chat, and email.

Role Purpose

You will design, deliver, and certify behavioural and channel skills training for frontline teams across multiple business units. You will be part of the central L&D hub, working with business SME Trainers to build a multi-skilled, quality-assured workforce with a focus on consistency, compliance, and customer experience across every channel.

Key Responsibilities

Training Design & Development

• Design learning materials, facilitator guides, learner resources, role plays, case studies, and supporting training content.
• Build and facilitate programmes on customer experience, call etiquette, active listening, empathy, handling mixed channels, writing for chat and email, objection handling, negotiation, de-escalation, and transitioning from service to sales.
• Design and deliver classroom, virtual, and blended learning solutions.
• Translate learning needs and business requirements into engaging and practical learning experiences.

Compliance & Quality

• Build compliant behaviours into every module, including consent, required disclosures, approved scripts, and responsible sales conduct.
• Work with Quality Assurance to align quality scoring and translate quality findings into focused learning interventions.
• Maintain accurate training records, assessment results, and certification status in Oracle LMS to ensure a complete audit trail.

Assessment & Coaching

• Assess readiness at the practice and simulation stage and the on-the-job stage using structured observations, call listening, and chat and email reviews.
• Coach agents on the floor through side-by-side coaching, feedback sessions, and targeted follow-up where development gaps are identified.
• Conduct behavioural assessment and quality calibration.

Stakeholder Management & Impact Measurement

• Partner with Subject Matter Experts to identify capability needs and develop appropriate learning solutions.
• Measure learning effectiveness against operational KPIs such as quality scores, first-contact resolution, conversion, cancellations, and complaints, and report on measurable impact.
• Deliver across multiple business units and work with employees at different levels of the organisation.

Qualifications & Experience

• Bachelor's degree in Human Resources, Business Administration, Education, Psychology, Communications, or a related field.
• 4 to 6 years of experience in soft skills training.
• At least 2 to 3 years within a contact centre, collections, or virtual banking environment.
• Demonstrated experience designing and delivering behavioural programmes for voice and digital channels.
• Banking or financial services experience is strongly preferred.
• Understanding of UAE telemarketing and consumer protection requirements.

Skills & Competencies

• Training delivery and facilitation, both in the classroom and on the floor.
• Voice, chat, and email communication coaching.
• Instructional design, including simulations and role plays.
• Behavioural assessment and quality calibration.
• Data analysis and reporting linked to KPIs.
• Stakeholder management.
• Arabic language skills are an advantage.

Additional Information

• An opportunity to shape learning experiences, contribute to employee development, and support customer service excellence.
• Exposure to diverse business units, employee groups, and Subject Matter Experts.
• A role where you can see the impact of your work through measurable learning outcomes and continuous improvement.