Associate Vice President – Service Communications Management

Job Overview

Manage and improve servicing and transactional customer communications, combining governance, analytics, incident communications, cost optimization and AI-enabled quality improvement.

Key Responsibilities

• Manage customer communications across multiple service and transaction channels.
• Own the communication platform, demand pipeline, governance controls and delivery processes.
• Drive communication-cost optimization and performance reporting.
• Lead customer communications during planned/unplanned service disruptions and critical incidents.
• Maintain communication inventories, templates, repositories and approval records.
• Coordinate with Finance, IT, Compliance, Fraud and Business teams.
• Use AI and analytics to review, benchmark and improve customer communications.
• Track performance, identify process gaps and implement service improvements.
• Maintain regulatory awareness and strong documentation controls.

Candidate Requirements

• Bachelor’s degree in Business, Banking & Finance, Marketing, IT, Engineering or related field.
• 5–8 years in banking, customer service, marketing, PMO, IT, incident management or related functions.
• Experience with communication platforms and operational delivery processes.
• Strong stakeholder management, reporting, analytics, cost management and governance skills.
• Experience with AI/automation tools is advantageous.

Key Skills

• Service Communications
• Customer Experience
• Incident Management
• AI
• Automation
• Governance
• Analytics
• Project Management

What the Role Offers

This position provides an opportunity to contribute to RAKBANK's banking operations in the UAE while working with business, technology, operations, risk, finance or customer-facing teams relevant to the role. The successful candidate will be expected to maintain high standards of accuracy, customer service, governance, collaboration and professional conduct. Depending on the function, the role may also involve process improvement, digital transformation, analytics, automation, regulatory compliance and cross-functional project work.

Employment Details

• Company: RAKBANK
• Job Title: Associate Vice President - Service Communications Management
• Location: Ras Al Khaimah, United Arab Emirates
• Employment Type: Full Time
• Industry: Banking
• Experience: 5 - 8 Years
• Qualification: Bachelor Degree

Candidate Profile

The ideal candidate should be organized, accountable and comfortable working in a regulated banking environment. Strong communication, analytical thinking and stakeholder coordination are important, along with the ability to prioritize work, meet service levels, protect confidential information and follow documented controls. Candidates should be prepared to work collaboratively and contribute to continuous improvement.

How to Apply

Interested candidates should review the full vacancy details and submit their application through the provided LinkedIn job posting. Applicants should ensure that their CV and supporting information accurately reflect the qualifications and experience requested for the position.