Commercial Bank of Dubai is seeking an Assistant Manager Contact Centre Process Re-engineering. This role focuses on driving the automation strategy and execution for the bank’s contact centre operations. The successful candidate will implement innovative automation solutions such as chatbots, RPA, and AI-driven tools to enhance customer experience, optimize workflows, and streamline operations. The role also involves managing Contact Centre Application Management Services (AMS), ensuring timely issue resolution and data-driven insights for continuous improvement.

Key Responsibilities:

• Implement automation solutions like chatbots, RPA, and AI-driven tools

• Collaborate with digital teams to integrate automation technologies into systems

• Track and evaluate the effectiveness of automation tools and processes

• Oversee maintenance and production issues of contact centre platforms

• Provide updates on AMS issues and work on timely solutions

• Analyze data to improve customer experience and operational efficiency

• Maintain and enhance the contact centre data dictionary

• Create dashboards and reports for leadership decision-making

• Collaborate with cross-functional teams to ensure alignment with business objectives

Qualifications & Requirements:

• Degree in Information Technology

• Over 8 years of experience in digital transformation or product management

• Expertise in optimizing contact centre processes and implementing automation solutions

• Proficient in CRM and Omni-Channel platforms such as Salesforce, Microsoft Dynamics, Genesys, and others

• Strong data analytics skills using tools like Tableau, Power BI, or Looker

• Experience in the financial industry and technology consulting is an advantage