RAKBANK is seeking a proactive and results-driven Assistant Manager - Business Continuity Management to join our team. In this role, you will work closely with business and BCM coordinators to complete BCM activities while adhering to internal requirements and external regulatory (CBUAE) guidelines and BCM standards. Participate in the development, validation, maintenance and monitoring of standards and plans for business continuity and crisis management of the Bank.
What You Will Be Doing
Facilitate Business Continuity Planning (BCP) tests, record results, and ensure follow-up actions are completed.
Oversee Disaster Recovery tests as per plan, identify gaps, and ensure remediation by IT teams.
Prepare incident reports, conduct root cause analysis, and implement corrective actions for continuous improvement.
Facilitate and oversee emergency evacuation drills, ensuring effective execution and adherence to protocols.
Address non-conformities raised during Internal Audit of Business Continuity Management Systems (BCMS) and implement corrective and preventive actions.
Conduct business impact and dependency analysis to assess risks associated with process or system non-availability.
Design templates for information gathering, data analysis, and documentation of recovery procedures
Engage with managers and staff to collect information on current practices and procedures for continuity planning.
Assist in rolling out business continuity plans and ensure they remain current and valid over time.
Facilitate training sessions for staff on BCM roles, emergency response, and incident escalation and management.
Conduct risk assessments for critical resources supporting business operations and ensure mitigation measures are in place.
Monitor logistics and safety requirements for continuity, including physical security assessments of buildings.
As an Associate Vice President, Business Operational Risk and Governance you will be responsible for review and improvement of processes and activities within Retail Bank, with a focus on the Investment product space. Identify and mitigate operational/regulatory risk & issues.
What You Will Be Doing
Examine processes within the Retail Banking Unit to find operational and regulatory gaps and collaborate on action plans to resolve them.
Recommend improvements to enhance efficiency and compliance across the reviewed units.
Share key findings and lessons with team members and other teams for overall improvement.
Promote a culture of good governance by supporting control measures and addressing areas of concern.
Assist with investigations of operational risk events, fraud cases, and ensure compliance with new and existing regulations.
Align processes with operating procedures and regulatory requirements, ensuring consistency and compliance.
Analyse system and manual data to ensure alignment with processes, addressing discrepancies when necessary.
Review customer communications to confirm adherence to CPF and regulatory standards.
Assess the unit’s internal MIS to find gaps and identify areas for improvement.
Oversee RCSA control testing, KRI monitoring, and process updates to strengthen risk management for frontline business units.
The individual will spearhead the sales of the bank's merchant acquiring products and solutions, with a focus on maximizing profitability. This role requires a deep understanding of POS and Ecommerce domains to deliver tailored solutions to merchants, from initial sales through to payment implementation.
What You’ll Do
- Develop and execute strategies to achieve predetermined volume and revenue targets for the merchant acquiring business.
- Identify potential clients and onboard at least 25 new businesses, achieving a monthly rental of 50k.
- Monitor merchant transactions and volumes, creating effective retention strategies to minimize attrition and address merchant dormancy.
- Collaborate closely with the SME business team for lead generation and deal closure.
- Proactively generate and close independent leads from references.
- Ensure all documentation received from merchants meets the bank's requirements and that agreements are properly signed and stamped.
- Provide high-quality service to all merchants regarding their merchant/gateway services.
- Adhere to prescribed processes for all merchant-related activities, including ecommerce setup, activation, and integration. Update merchant information promptly and handle/process acquirer chargebacks.
- Collect adequate documentation in line with KYC policies during new merchant sign-ups to ensure regulatory compliance.
- Maintain a working knowledge of the merchant acquiring business and the implementation of all payment solutions offered by the company.
- Uphold high standards of confidentiality to protect commercially sensitive information.
Job Overview
We are seeking for Relationship Officer to join our dynamic team. In this role you will be responsible to build and preserve relationship with the customers for banking products and advise them on Insurance. Ensuring new business and healthy product mix is maintained keeping customer suitability at the core.
Join us in co-creating the future of RAKBANK!
What You Will Be Doing
- Consistently achieve assigned targets and contribute to overall business objectives.
- Stay informed about competitor product offerings and propose enhancements to improve existing processes.
- Provide timely feedback to the Relationship Manager regarding business goals and progress.
- Ensure adherence to all service standards set by Protego/Bank, maintaining high levels of customer satisfaction.
- Conduct the sale of insurance products with the utmost good faith, integrity, and transparency.
- Ensure all customer requests are processed and actioned within the defined TAT.
- Maintain zero errors in sales and service delivery to uphold quality standards.
- Actively promote cross-selling opportunities to the existing Protego customer base.
- Ensure renewal conversion rates are achieved in alignment with business targets.
Job Overview
We are seeking a dynamic and results-driven Branch Sales Officer to join our team. As a Branch Sales Officer, you will play a crucial role in driving sales growth and maintaining excellent customer relationships within our branch network.
What You Will Be Doing
- Proactively identify and pursue sales opportunities for various banking products and services
- Develop and maintain strong relationships with existing and potential customers
- Conduct needs assessments to recommend appropriate financial solutions to clients
- Meet and exceed sales targets for deposits, loans, and other banking products
- Collaborate with team members to create and implement effective sales strategies
- Stay updated on market trends, competitor offerings, and financial regulations in the UAE
- Ensure compliance with all banking policies, procedures, and regulatory requirements
- Provide exceptional customer service and resolve client inquiries or concerns promptly
- Participate in local community events and networking opportunities to promote the bank's services
- Maintain accurate records of sales activities and customer interactions in the CRM system
At RAKBANK, we believe in fostering a culture of innovation, growth, and excellence. We are not just a bank – we are a community that thrives on teamwork, cutting-edge solutions, and the highest standards of governance. Now, We’re looking for a dynamic an AVP-Fraud Data Analytics to join our team at Dubai Silicon Oasis, where you'll lead the way by utilizing your expertise in oversight and assessment of fraud risks at RAKBANK by developing, implementing, and maintaining fraud detection systems and analytics processes as well as analysing large datasets to identify fraudulent behavior and design automated systems for real-time monitoring.
What You’ll Do:
Strategic Responsibilities
• Developing and Implementing Fraud Prevention Strategies: This involves creating comprehensive strategies to prevent fraud, including the use of advanced analytics, machine learning models, and real-time monitoring systems to improve the bank's defences.
• Regulatory Compliance and Risk Management: Ensuring that all fraud detection and prevention activities comply with relevant laws and regulations. This includes working closely with legal and compliance teams to manage risk and ensure that the bank's practices are in line with industry standards.
• Cross-Functional Collaboration and Leadership: Leading a team of fraud analysts and collaborating with other departments such as IT, legal, and customer service to ensure a coordinated approach to fraud management. This also involves communicating effectively with senior management and stakeholders to align fraud prevention efforts with the bank's overall strategic goals. Operational
Responsibilities:
1. Reporting & Data Insights
• Design, develop, and maintain comprehensive Management Information (MI) dashboards and reports on fraud losses, transaction monitoring, and key risk indicators (KRIs) using SAS Visual Analytics, Power BI, and SAP Business Objects.
• Extract, manipulate, and analyze large datasets from various banking systems using SAS Enterprise Guide and other data tools to generate actionable insights for fraud prevention, investigation, and risk assessment.
• Ensure timely and accurate regulatory and internal reporting, supporting compliance with Central Bank of the UAE (CBUAE) and other relevant standards. 2. Fraud Rules & Model Management
• Develop, code, and optimize fraud detection rules within SAS Fraud Management to address both existing and emerging fraud typologies across all products and channels.
• Continuously monitor rule performance, conducting root cause analysis and fine-tuning to maximize fraud detection rates and minimize false positives.
• Collaborate with business and technology teams to define and implement RAK Bank’s fraud rules strategy, ensuring alignment with risk appetite and operational efficiency.
• Support the deployment and lifecycle management of machine learning models for fraud detection, working closely with the analytics and data science teams to ensure robust, behaviour-based detection capabilities.
• Conduct optimization and adjustments of the monitoring rules and scenarios based on data analysis and new data inputs.
• Document rule logic and maintain version control.
• Establish and maintain efficient workflows for fraud rules deployment, alert management, and incident escalation to optimize operational processes.
• Assist in the implementation of the Anti-Fraud Framework/Program in relation to technology & data and assist in the development or update of required policies and procedures for applying the program. 3. Analytics & Stakeholder Engagement
• Act as a Business Lead to collaborate with Analytics Department for advanced analytics initiatives, including the design and deployment of predictive and behavioral models for fraud detection.
• Partner with internal stakeholders (e.g., Fraud Investigations, IT, Digital Banking, Compliance) to identify analytics-driven opportunities for fraud risk mitigation and process improvement.
• Present analytical findings and recommendations to senior management and governance committees, influencing strategic decision-making.
• Engage with Cyber Security and AML to share intelligence and relevant information. 4. Governance & Continuous Improvement
• Contribute to the periodic review and enhancement of RAK Bank’s counter-fraud strategy, policies, and procedures in response to evolving fraud threats and regulatory requirements.
• Ensure adherence to internal controls, data governance, and quality standards in all fraud analytics activities.
• Assist in the implementation of the Anti-Fraud Policy, Technology and Data related processes and procedures and relevant Standards.
RAKBANK is seeking a proactive and results-driven Associate Vice President - Customer Fulfilment to join our team. In this role, you will be responsible to manage and assist VP in all the Credit operation functions for Business Banking Group customers whilst ensuring delivery of efficient, productive and cost-effective services to internal and external customers by adhering to internal (Operating Procedures) and external (Central Bank) laid down guidelines.
What You Will Be Doing
Manage day to day credit operation functions of Business Banking Group by facilitating work processes to ensure alignment with established policies and procedures in order to achieve high performance standards.
Authorise all credit related documentation & manage the various operational risks within laid down parameters.
Implement standard process and ensure timely review of credit documentation forms and format in co-ordination with group legal.
Establish RCSA and regular control testing to be carried out.
Ensure that all control mechanisms are in place, all internal and external guidelines are followed and all “Operating Procedures” are updated.
Ensure no operational losses happen due to errors or lapse in laid down controls.
Deal with customers / Counterpart in other Banks to respond to routine or non-routine queries and problems.
Participate in the development of departmental processes and procedures and manage their implementation to ensure all relevant procedural requirements are fulfilled.
Ensure the department delivers excellent customer service to both its internal and external customers, taking steps to address areas for improvement to achieve agreed service quality standards.
Oversee the performance of offshore team to ensure achievement of service and quality standards.
Develop and maintain new and existing relationships with other departments/customers/suppliers/contractors to support the achievement of business objectives
Ensure staff are appropriately trained, deployed, counselled and motivated so that their individual and collective performance meets the current and future needs of the business. Actively coach and develop all direct reports
Manage the appraisal, recruitment, development and training of team members to ensure their individual and collective performance meets or exceeds the required standard.
Maintain the departmental Business Continuity Plan to ensure it is up to date and available to all staff on RAKNET
We are seeking for a Manager- Merchant Acquiring Sales to acquire new merchants for merchant acquiring products/solutions, while holding the responsibility of managing relationships with mid-size and large merchants as well.
In addition, this role is responsible for enhancing the efficiency and effectiveness of Business Development Executives (BDEs) and Business Development Managers (BDMs) by implementing rigorous sales activity tracking, optimizing sales and merchant application processing, and eliminating non-value-adding tasks from their daily operations.
Furthermore, the incumbent is expected to establish strong collaboration and engagement with the Merchant Product, Service, and Portfolio Management team to facilitate continuous feedback and insights from existing and prospective customers. This includes monitoring market developments related to RAKBANK merchant products and ensuring that relevant information is communicated effectively. The role also entails developing and implementing corrective action plans in a timely manner to address emerging challenges and enhance overall service delivery.
What You Will Be Doing
- Manage BDEs and BDMs on a daily basis in terms of daily activities, leads management, creation of leads and progressing towards materialization. Coach and guide the salespeople in terms of managing potential customer engagements
- Review the Incentive mechanism and incentive plans of all designated sales personnel in relation with the business targets
- Ensure the sales incentive plans and business targets are aligned
- Review incentive plans and actual incentive calculations on a monthly, quarterly and annual basis to ensure correctness, to identify opportunities for improvement whereby the incentive targets of sales team are set with the principles of going beyond business targets but also achievable from each salesperson perspective
- Ensure that incentive plans incentivize the required sales activity in the right manner, as an effort to also prevent any incentivization to the individuals out of their effort or activity.
- Ensure the sales team is accommodated with best-in-class Sales Training, Product Training, Solutions trainings
- Develop training and development plans for each Sales executive
- Attend to new/potential merchant enquiries, setting up of new merchants’ applications and acquiring of new merchants; communicate proactively with the merchant on business issues and opportunities.
- New merchant acquisitions and developing merchant relationships.
- Involved in the implementation of strategic plans for new program requirements and design solutions for acquiring, growing and retaining business.
- Problems resolution, including escalation of issues to the correct department.
- Ensure appropriate merchant metrics are generated, data is accurate and reporting deadlines are met on a timely basis.
- Responsible for portfolio growth through a series of aggressive merchant acquisition, sales and relationship management activities including reviewing and analyzing MIS Reports for monitoring of sales performance and profitability.
- Identify merchant onboarding and application processing improvement areas to ensure increase in sales activity and sales efficiency
- Be the liason person for BBG sales teams, WBG sales teams, Merchant Acquiring Product, Service and Portfolio Management team
- Ensure the BDEs and BDMs take all necessary, requested and required corrective actions on merchants’ pricing, requests as well as operational and compliance requirements
As a Team Leader - Controls your role is to manage KYC appraisals, FIRCO screening, and onboarding processes for vendor channel partners. This includes identifying and mitigating risks, managing IRBL files, ensuring compliance with SLAs, and maintaining governance standards. The role also involves centralized incident reporting, scorecard production, and collaboration with internal teams for seamless operations.
What You Will Be Doing
- Oversee KYC appraisals and FIRCO alert screenings, ensuring accurate clearance.
- Identify and mitigate risks during onboarding processes.
- Evaluate and present compliance proposals after thorough analysis.
- Manage IRBL/IBPS files and control checker queues for FIRCO clearance.
- Develop and implement efficient onboarding processes for vendor partnerships.
- Ensure compliance with governance standards, contracts, and documentation requirements.
- Monitor SLAs, conduct vendor performance reviews, and resolve issues promptly.
- Collaborate with procurement and legal teams for contract preparation and review.
- Lead digitization initiatives, including product expertise and process enhancements.
- Act as a SPOC for compliance, controls, and BPM improvements, ensuring alignment with governance frameworks.
- Address documentation fraud and validation failures, maintaining the bank's onboarding standards.
- Facilitate training, process audits, and MIS updates for improved efficiency and quality.
Join our dynamic team to lead and optimize onboarding controls, training requirements, and processes for Direct Sales & Employee banking, driving customer journey simplification for retail asset products.
What You’ll Do
- Manage Onboarding and Training: Develop and deliver comprehensive training programs for all channels within the Direct Sales umbrella, enhancing both technical and soft skills of the sales team.
- Provide Coaching and Feedback: Offer ongoing coaching and real-time feedback to improve selling techniques, product knowledge, and overall effectiveness.
- Evaluate Performance: Regularly assess sales performance, track key performance indicators, and identify areas for improvement.
- Conduct Hiring Sessions: Organize hiring sessions and open houses to maintain headcount in line with the budget.
- Optimize Sales Processes: Identify gaps in the sales process and familiarize the sales force with process changes and enhancements.
- Cross-Functional Collaboration: Work closely with other departments to ensure cross-functional collaboration and maximize sales effectiveness.
- Drive Initiatives: Support initiatives within Retail banking using structured project methodologies and present analysis and solutions to senior management.
- Ensure Compliance: Ensure the sales force understands and adheres to compliance, regulatory, and governance guidelines.
- Develop Customer Journey Maps: Create customer journey maps and engage customer feedback to address training needs and highlight improvements.
RAKBANK is seeking a proactive and results-driven Assistant Manager - Business Continuity Management to join our team. In this role, you will work closely with business and BCM coordinators to complete BCM activities while adhering to internal requirements and external regulatory (CBUAE) guidelines and BCM standards. Participate in the development, validation, maintenance and monitoring of standards and plans for business continuity and crisis management of the Bank.
What You Will Be Doing
Facilitate Business Continuity Planning (BCP) tests, record results, and ensure follow-up actions are completed.
Oversee Disaster Recovery tests as per plan, identify gaps, and ensure remediation by IT teams.
Prepare incident reports, conduct root cause analysis, and implement corrective actions for continuous improvement.
Facilitate and oversee emergency evacuation drills, ensuring effective execution and adherence to protocols.
Address non-conformities raised during Internal Audit of Business Continuity Management Systems (BCMS) and implement corrective and preventive actions.
Conduct business impact and dependency analysis to assess risks associated with process or system non-availability.
Design templates for information gathering, data analysis, and documentation of recovery procedures
Engage with managers and staff to collect information on current practices and procedures for continuity planning.
Assist in rolling out business continuity plans and ensure they remain current and valid over time.
Facilitate training sessions for staff on BCM roles, emergency response, and incident escalation and management.
Conduct risk assessments for critical resources supporting business operations and ensure mitigation measures are in place.
Monitor logistics and safety requirements for continuity, including physical security assessments of buildings.
As an Associate Vice President, Business Operational Risk and Governance you will be responsible for review and improvement of processes and activities within Retail Bank, with a focus on the Investment product space. Identify and mitigate operational/regulatory risk & issues.
What You Will Be Doing
Examine processes within the Retail Banking Unit to find operational and regulatory gaps and collaborate on action plans to resolve them.
Recommend improvements to enhance efficiency and compliance across the reviewed units.
Share key findings and lessons with team members and other teams for overall improvement.
Promote a culture of good governance by supporting control measures and addressing areas of concern.
Assist with investigations of operational risk events, fraud cases, and ensure compliance with new and existing regulations.
Align processes with operating procedures and regulatory requirements, ensuring consistency and compliance.
Analyse system and manual data to ensure alignment with processes, addressing discrepancies when necessary.
Review customer communications to confirm adherence to CPF and regulatory standards.
Assess the unit’s internal MIS to find gaps and identify areas for improvement.
Oversee RCSA control testing, KRI monitoring, and process updates to strengthen risk management for frontline business units.
The individual will spearhead the sales of the bank's merchant acquiring products and solutions, with a focus on maximizing profitability. This role requires a deep understanding of POS and Ecommerce domains to deliver tailored solutions to merchants, from initial sales through to payment implementation.
What You’ll Do
- Develop and execute strategies to achieve predetermined volume and revenue targets for the merchant acquiring business.
- Identify potential clients and onboard at least 25 new businesses, achieving a monthly rental of 50k.
- Monitor merchant transactions and volumes, creating effective retention strategies to minimize attrition and address merchant dormancy.
- Collaborate closely with the SME business team for lead generation and deal closure.
- Proactively generate and close independent leads from references.
- Ensure all documentation received from merchants meets the bank's requirements and that agreements are properly signed and stamped.
- Provide high-quality service to all merchants regarding their merchant/gateway services.
- Adhere to prescribed processes for all merchant-related activities, including ecommerce setup, activation, and integration. Update merchant information promptly and handle/process acquirer chargebacks.
- Collect adequate documentation in line with KYC policies during new merchant sign-ups to ensure regulatory compliance.
- Maintain a working knowledge of the merchant acquiring business and the implementation of all payment solutions offered by the company.
- Uphold high standards of confidentiality to protect commercially sensitive information.
Job Overview
We are seeking for Relationship Officer to join our dynamic team. In this role you will be responsible to build and preserve relationship with the customers for banking products and advise them on Insurance. Ensuring new business and healthy product mix is maintained keeping customer suitability at the core.
Join us in co-creating the future of RAKBANK!
What You Will Be Doing
- Consistently achieve assigned targets and contribute to overall business objectives.
- Stay informed about competitor product offerings and propose enhancements to improve existing processes.
- Provide timely feedback to the Relationship Manager regarding business goals and progress.
- Ensure adherence to all service standards set by Protego/Bank, maintaining high levels of customer satisfaction.
- Conduct the sale of insurance products with the utmost good faith, integrity, and transparency.
- Ensure all customer requests are processed and actioned within the defined TAT.
- Maintain zero errors in sales and service delivery to uphold quality standards.
- Actively promote cross-selling opportunities to the existing Protego customer base.
- Ensure renewal conversion rates are achieved in alignment with business targets.
Job Overview
We are seeking a dynamic and results-driven Branch Sales Officer to join our team. As a Branch Sales Officer, you will play a crucial role in driving sales growth and maintaining excellent customer relationships within our branch network.
What You Will Be Doing
- Proactively identify and pursue sales opportunities for various banking products and services
- Develop and maintain strong relationships with existing and potential customers
- Conduct needs assessments to recommend appropriate financial solutions to clients
- Meet and exceed sales targets for deposits, loans, and other banking products
- Collaborate with team members to create and implement effective sales strategies
- Stay updated on market trends, competitor offerings, and financial regulations in the UAE
- Ensure compliance with all banking policies, procedures, and regulatory requirements
- Provide exceptional customer service and resolve client inquiries or concerns promptly
- Participate in local community events and networking opportunities to promote the bank's services
- Maintain accurate records of sales activities and customer interactions in the CRM system
At RAKBANK, we believe in fostering a culture of innovation, growth, and excellence. We are not just a bank – we are a community that thrives on teamwork, cutting-edge solutions, and the highest standards of governance. Now, We’re looking for a dynamic an AVP-Fraud Data Analytics to join our team at Dubai Silicon Oasis, where you'll lead the way by utilizing your expertise in oversight and assessment of fraud risks at RAKBANK by developing, implementing, and maintaining fraud detection systems and analytics processes as well as analysing large datasets to identify fraudulent behavior and design automated systems for real-time monitoring.
What You’ll Do:
Strategic Responsibilities
• Developing and Implementing Fraud Prevention Strategies: This involves creating comprehensive strategies to prevent fraud, including the use of advanced analytics, machine learning models, and real-time monitoring systems to improve the bank's defences.
• Regulatory Compliance and Risk Management: Ensuring that all fraud detection and prevention activities comply with relevant laws and regulations. This includes working closely with legal and compliance teams to manage risk and ensure that the bank's practices are in line with industry standards.
• Cross-Functional Collaboration and Leadership: Leading a team of fraud analysts and collaborating with other departments such as IT, legal, and customer service to ensure a coordinated approach to fraud management. This also involves communicating effectively with senior management and stakeholders to align fraud prevention efforts with the bank's overall strategic goals. Operational
Responsibilities:
1. Reporting & Data Insights
• Design, develop, and maintain comprehensive Management Information (MI) dashboards and reports on fraud losses, transaction monitoring, and key risk indicators (KRIs) using SAS Visual Analytics, Power BI, and SAP Business Objects.
• Extract, manipulate, and analyze large datasets from various banking systems using SAS Enterprise Guide and other data tools to generate actionable insights for fraud prevention, investigation, and risk assessment.
• Ensure timely and accurate regulatory and internal reporting, supporting compliance with Central Bank of the UAE (CBUAE) and other relevant standards. 2. Fraud Rules & Model Management
• Develop, code, and optimize fraud detection rules within SAS Fraud Management to address both existing and emerging fraud typologies across all products and channels.
• Continuously monitor rule performance, conducting root cause analysis and fine-tuning to maximize fraud detection rates and minimize false positives.
• Collaborate with business and technology teams to define and implement RAK Bank’s fraud rules strategy, ensuring alignment with risk appetite and operational efficiency.
• Support the deployment and lifecycle management of machine learning models for fraud detection, working closely with the analytics and data science teams to ensure robust, behaviour-based detection capabilities.
• Conduct optimization and adjustments of the monitoring rules and scenarios based on data analysis and new data inputs.
• Document rule logic and maintain version control.
• Establish and maintain efficient workflows for fraud rules deployment, alert management, and incident escalation to optimize operational processes.
• Assist in the implementation of the Anti-Fraud Framework/Program in relation to technology & data and assist in the development or update of required policies and procedures for applying the program. 3. Analytics & Stakeholder Engagement
• Act as a Business Lead to collaborate with Analytics Department for advanced analytics initiatives, including the design and deployment of predictive and behavioral models for fraud detection.
• Partner with internal stakeholders (e.g., Fraud Investigations, IT, Digital Banking, Compliance) to identify analytics-driven opportunities for fraud risk mitigation and process improvement.
• Present analytical findings and recommendations to senior management and governance committees, influencing strategic decision-making.
• Engage with Cyber Security and AML to share intelligence and relevant information. 4. Governance & Continuous Improvement
• Contribute to the periodic review and enhancement of RAK Bank’s counter-fraud strategy, policies, and procedures in response to evolving fraud threats and regulatory requirements.
• Ensure adherence to internal controls, data governance, and quality standards in all fraud analytics activities.
• Assist in the implementation of the Anti-Fraud Policy, Technology and Data related processes and procedures and relevant Standards.
RAKBANK is seeking a proactive and results-driven Associate Vice President - Customer Fulfilment to join our team. In this role, you will be responsible to manage and assist VP in all the Credit operation functions for Business Banking Group customers whilst ensuring delivery of efficient, productive and cost-effective services to internal and external customers by adhering to internal (Operating Procedures) and external (Central Bank) laid down guidelines.
What You Will Be Doing
Manage day to day credit operation functions of Business Banking Group by facilitating work processes to ensure alignment with established policies and procedures in order to achieve high performance standards.
Authorise all credit related documentation & manage the various operational risks within laid down parameters.
Implement standard process and ensure timely review of credit documentation forms and format in co-ordination with group legal.
Establish RCSA and regular control testing to be carried out.
Ensure that all control mechanisms are in place, all internal and external guidelines are followed and all “Operating Procedures” are updated.
Ensure no operational losses happen due to errors or lapse in laid down controls.
Deal with customers / Counterpart in other Banks to respond to routine or non-routine queries and problems.
Participate in the development of departmental processes and procedures and manage their implementation to ensure all relevant procedural requirements are fulfilled.
Ensure the department delivers excellent customer service to both its internal and external customers, taking steps to address areas for improvement to achieve agreed service quality standards.
Oversee the performance of offshore team to ensure achievement of service and quality standards.
Develop and maintain new and existing relationships with other departments/customers/suppliers/contractors to support the achievement of business objectives
Ensure staff are appropriately trained, deployed, counselled and motivated so that their individual and collective performance meets the current and future needs of the business. Actively coach and develop all direct reports
Manage the appraisal, recruitment, development and training of team members to ensure their individual and collective performance meets or exceeds the required standard.
Maintain the departmental Business Continuity Plan to ensure it is up to date and available to all staff on RAKNET
We are seeking for a Manager- Merchant Acquiring Sales to acquire new merchants for merchant acquiring products/solutions, while holding the responsibility of managing relationships with mid-size and large merchants as well.
In addition, this role is responsible for enhancing the efficiency and effectiveness of Business Development Executives (BDEs) and Business Development Managers (BDMs) by implementing rigorous sales activity tracking, optimizing sales and merchant application processing, and eliminating non-value-adding tasks from their daily operations.
Furthermore, the incumbent is expected to establish strong collaboration and engagement with the Merchant Product, Service, and Portfolio Management team to facilitate continuous feedback and insights from existing and prospective customers. This includes monitoring market developments related to RAKBANK merchant products and ensuring that relevant information is communicated effectively. The role also entails developing and implementing corrective action plans in a timely manner to address emerging challenges and enhance overall service delivery.
What You Will Be Doing
- Manage BDEs and BDMs on a daily basis in terms of daily activities, leads management, creation of leads and progressing towards materialization. Coach and guide the salespeople in terms of managing potential customer engagements
- Review the Incentive mechanism and incentive plans of all designated sales personnel in relation with the business targets
- Ensure the sales incentive plans and business targets are aligned
- Review incentive plans and actual incentive calculations on a monthly, quarterly and annual basis to ensure correctness, to identify opportunities for improvement whereby the incentive targets of sales team are set with the principles of going beyond business targets but also achievable from each salesperson perspective
- Ensure that incentive plans incentivize the required sales activity in the right manner, as an effort to also prevent any incentivization to the individuals out of their effort or activity.
- Ensure the sales team is accommodated with best-in-class Sales Training, Product Training, Solutions trainings
- Develop training and development plans for each Sales executive
- Attend to new/potential merchant enquiries, setting up of new merchants’ applications and acquiring of new merchants; communicate proactively with the merchant on business issues and opportunities.
- New merchant acquisitions and developing merchant relationships.
- Involved in the implementation of strategic plans for new program requirements and design solutions for acquiring, growing and retaining business.
- Problems resolution, including escalation of issues to the correct department.
- Ensure appropriate merchant metrics are generated, data is accurate and reporting deadlines are met on a timely basis.
- Responsible for portfolio growth through a series of aggressive merchant acquisition, sales and relationship management activities including reviewing and analyzing MIS Reports for monitoring of sales performance and profitability.
- Identify merchant onboarding and application processing improvement areas to ensure increase in sales activity and sales efficiency
- Be the liason person for BBG sales teams, WBG sales teams, Merchant Acquiring Product, Service and Portfolio Management team
- Ensure the BDEs and BDMs take all necessary, requested and required corrective actions on merchants’ pricing, requests as well as operational and compliance requirements
As a Team Leader - Controls your role is to manage KYC appraisals, FIRCO screening, and onboarding processes for vendor channel partners. This includes identifying and mitigating risks, managing IRBL files, ensuring compliance with SLAs, and maintaining governance standards. The role also involves centralized incident reporting, scorecard production, and collaboration with internal teams for seamless operations.
What You Will Be Doing
- Oversee KYC appraisals and FIRCO alert screenings, ensuring accurate clearance.
- Identify and mitigate risks during onboarding processes.
- Evaluate and present compliance proposals after thorough analysis.
- Manage IRBL/IBPS files and control checker queues for FIRCO clearance.
- Develop and implement efficient onboarding processes for vendor partnerships.
- Ensure compliance with governance standards, contracts, and documentation requirements.
- Monitor SLAs, conduct vendor performance reviews, and resolve issues promptly.
- Collaborate with procurement and legal teams for contract preparation and review.
- Lead digitization initiatives, including product expertise and process enhancements.
- Act as a SPOC for compliance, controls, and BPM improvements, ensuring alignment with governance frameworks.
- Address documentation fraud and validation failures, maintaining the bank's onboarding standards.
- Facilitate training, process audits, and MIS updates for improved efficiency and quality.
Join our dynamic team to lead and optimize onboarding controls, training requirements, and processes for Direct Sales & Employee banking, driving customer journey simplification for retail asset products.
What You’ll Do
- Manage Onboarding and Training: Develop and deliver comprehensive training programs for all channels within the Direct Sales umbrella, enhancing both technical and soft skills of the sales team.
- Provide Coaching and Feedback: Offer ongoing coaching and real-time feedback to improve selling techniques, product knowledge, and overall effectiveness.
- Evaluate Performance: Regularly assess sales performance, track key performance indicators, and identify areas for improvement.
- Conduct Hiring Sessions: Organize hiring sessions and open houses to maintain headcount in line with the budget.
- Optimize Sales Processes: Identify gaps in the sales process and familiarize the sales force with process changes and enhancements.
- Cross-Functional Collaboration: Work closely with other departments to ensure cross-functional collaboration and maximize sales effectiveness.
- Drive Initiatives: Support initiatives within Retail banking using structured project methodologies and present analysis and solutions to senior management.
- Ensure Compliance: Ensure the sales force understands and adheres to compliance, regulatory, and governance guidelines.
- Develop Customer Journey Maps: Create customer journey maps and engage customer feedback to address training needs and highlight improvements.
RAKBANK is seeking a proactive and results-driven Assistant Manager - Business Continuity Management to join our team. In this role, you will work closely with business and BCM coordinators to complete BCM activities while adhering to internal requirements and external regulatory (CBUAE) guidelines and BCM standards. Participate in the development, validation, maintenance and monitoring of standards and plans for business continuity and crisis management of the Bank.
What You Will Be Doing
Facilitate Business Continuity Planning (BCP) tests, record results, and ensure follow-up actions are completed.
Oversee Disaster Recovery tests as per plan, identify gaps, and ensure remediation by IT teams.
Prepare incident reports, conduct root cause analysis, and implement corrective actions for continuous improvement.
Facilitate and oversee emergency evacuation drills, ensuring effective execution and adherence to protocols.
Address non-conformities raised during Internal Audit of Business Continuity Management Systems (BCMS) and implement corrective and preventive actions.
Conduct business impact and dependency analysis to assess risks associated with process or system non-availability.
Design templates for information gathering, data analysis, and documentation of recovery procedures
Engage with managers and staff to collect information on current practices and procedures for continuity planning.
Assist in rolling out business continuity plans and ensure they remain current and valid over time.
Facilitate training sessions for staff on BCM roles, emergency response, and incident escalation and management.
Conduct risk assessments for critical resources supporting business operations and ensure mitigation measures are in place.
Monitor logistics and safety requirements for continuity, including physical security assessments of buildings.
As an Associate Vice President, Business Operational Risk and Governance you will be responsible for review and improvement of processes and activities within Retail Bank, with a focus on the Investment product space. Identify and mitigate operational/regulatory risk & issues.
What You Will Be Doing
Examine processes within the Retail Banking Unit to find operational and regulatory gaps and collaborate on action plans to resolve them.
Recommend improvements to enhance efficiency and compliance across the reviewed units.
Share key findings and lessons with team members and other teams for overall improvement.
Promote a culture of good governance by supporting control measures and addressing areas of concern.
Assist with investigations of operational risk events, fraud cases, and ensure compliance with new and existing regulations.
Align processes with operating procedures and regulatory requirements, ensuring consistency and compliance.
Analyse system and manual data to ensure alignment with processes, addressing discrepancies when necessary.
Review customer communications to confirm adherence to CPF and regulatory standards.
Assess the unit’s internal MIS to find gaps and identify areas for improvement.
Oversee RCSA control testing, KRI monitoring, and process updates to strengthen risk management for frontline business units.
The individual will spearhead the sales of the bank's merchant acquiring products and solutions, with a focus on maximizing profitability. This role requires a deep understanding of POS and Ecommerce domains to deliver tailored solutions to merchants, from initial sales through to payment implementation.
What You’ll Do
- Develop and execute strategies to achieve predetermined volume and revenue targets for the merchant acquiring business.
- Identify potential clients and onboard at least 25 new businesses, achieving a monthly rental of 50k.
- Monitor merchant transactions and volumes, creating effective retention strategies to minimize attrition and address merchant dormancy.
- Collaborate closely with the SME business team for lead generation and deal closure.
- Proactively generate and close independent leads from references.
- Ensure all documentation received from merchants meets the bank's requirements and that agreements are properly signed and stamped.
- Provide high-quality service to all merchants regarding their merchant/gateway services.
- Adhere to prescribed processes for all merchant-related activities, including ecommerce setup, activation, and integration. Update merchant information promptly and handle/process acquirer chargebacks.
- Collect adequate documentation in line with KYC policies during new merchant sign-ups to ensure regulatory compliance.
- Maintain a working knowledge of the merchant acquiring business and the implementation of all payment solutions offered by the company.
- Uphold high standards of confidentiality to protect commercially sensitive information.
