Associate Vice President – Service Communications Management

RAKBANK is seeking a Associate Vice President - Service Communications Management for its banking operations in the United Arab Emirates. This position suits a professional who combines role-specific knowledge with dependable execution, sound judgement, attention to detail and a commitment to customer service and control standards.

Job Overview

This role manages the quality and delivery of customer communications across servicing and transactional channels. It helps ensure messages are accurate, timely, consistent with regulatory and internal requirements, and effective during both normal service and incidents.

Key Responsibilities

• Manage customer communications across service channels and maintain approved templates and inventories.
• Coordinate message demand, approvals, publishing schedules and delivery processes.
• Support communications during planned changes, service interruptions and critical incidents.
• Monitor delivery performance, costs and governance controls and identify improvement opportunities.
• Partner with business, IT, compliance, fraud and finance teams to validate messages and resolve issues.
• Use analytics and automation where appropriate to improve efficiency, quality and the customer experience.

Requirements and Qualifications

• The role specifies a bachelor’s degree in business, banking and finance, marketing, IT, engineering or a related field.
• The listing calls for 5–8 years in banking, customer service, marketing, PMO, IT, incident management or a related function.
• Experience with communication platforms, operational delivery, reporting, analytics and governance is valuable.
• Familiarity with AI and automation tools for operational improvement is advantageous.

Skills

The role needs precise writing, stakeholder management, cost awareness, planning, issue response and strong governance discipline. Candidates should be able to communicate sensitive or complex service information accurately and in language customers can understand.

Employment Details

Location: United Arab Emirates. The position sits within a regulated banking environment and requires respect for customer confidentiality, internal controls and relevant procedures. The role operates in a regulated banking environment where accuracy, confidentiality, accountability and customer protection matter. The successful candidate should maintain reliable records, follow approved procedures, raise concerns promptly and work constructively with colleagues and stakeholders. Applicants should be ready to discuss relevant experience and explain how their skills match the responsibilities of the position.