Dialer Management Lead

Responsibilities

• Own and optimise the Bank's outbound calling strategy across Collections, Sales, Retention, and Relationship Management
• Design and manage high-impact outbound campaigns using dialer technologies and customer analytics
• Develop customer contact strategies, prioritisation models, and calling frameworks
• Partner with frontline teams to improve campaign effectiveness, productivity, and customer experience
• Monitor and enhance key performance metrics through data-driven insights and reporting
• Ensure compliance with regulatory requirements, customer fairness standards, and internal governance policies
• Drive the adoption of automation, AI-enabled engagement capabilities, and future outbound technology enhancements
• Act as the key liaison between Business, Operations, Technology, Risk, Compliance, and Audit stakeholders

Requirements

• Bachelor's Degree in Information Technology, Computer Science, Business Administration, or a related discipline
• 3-5 years' experience managing dialer platforms, outbound engagement, or collections operations within Banking or Financial Services
• Experience with enterprise outbound engagement platforms such as Genesys, Avaya, NICE CXone, Five9, or Aspect
• Exposure to regulatory environments, governance frameworks, and audit requirements