Command Centre Lead
Job role insights
Date posted
November 12, 2026
Hiring location
UAE
Qualification
A relevant qualification in Business Analytics or a related area is suitable; exact academic criteria are not stated in the available details. Operations
Experience
operations or service performance Relevant experience in command centre
Gender
Any
Description
The Command Centre Lead oversees operational monitoring and performance insight to help the Bank maintain reliable customer service. The role uses dashboards, speech analytics, call analysis and reporting to identify trends, monitor customer experience and highlight operational risks. It also works across teams to turn performance information into practical service improvements.
Success in this position depends on accurate work, sound judgement, timely follow-up and clear communication with colleagues and stakeholders. Issues should be escalated through the appropriate channels.
Key Responsibilities
- Lead command centre monitoring and ensure that operational performance is visible through accurate and timely reporting.
- Use dashboards, speech analytics and call analysis to identify service trends and improvement opportunities.
- Monitor customer experience indicators, operational risk factors and performance against agreed standards.
- Prepare executive dashboards and performance reports that give senior managers clear, actionable information.
- Work with operational stakeholders to resolve recurring issues and implement continuous improvement initiatives.
Requirements and Qualifications
- Experience in operations monitoring, service management, customer experience analytics or a similar banking function.
- Ability to interpret operational data and translate findings into practical recommendations.
- Understanding of performance dashboards, reporting tools, call analysis or speech analytics.
- Strong leadership, communication, stakeholder management and problem-solving skills.
Academic background: A relevant qualification in Business, Operations, Analytics or a related area is suitable; exact academic criteria are not stated in the available details.
Relevant experience: Relevant experience in command centre, operations or service performance.
Skills
- Command centre
- dashboards
- speech analytics
- reporting
- customer experience
- operational risk
Employment Details
This is a full time opportunity with RAKBANK in United Arab Emirates. The successful candidate must follow internal policies, protect confidential information and maintain professional service standards. Compensation and benefits can be confirmed during recruitment.
select-type
Full Time
Interested in this job?
45 days left to apply
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