Workforce Management Lead

About the Role

Emirates NBD is a leading financial services group in the MENAT region, operating in 13 countries and supporting more than 20 million customers. The group runs 853 branches and 4,213 ATMs/SDMs, and is one of the UAE’s strongest banking brands with a brand value of USD 3.89 billion.

The bank offers a broad range of services across retail, corporate and institutional banking, Islamic banking, investment banking, private banking, asset management, global markets and treasury, and brokerage. It is also a major force in digital banking, with 97% of transactions and requests taking place outside branches. Liv, its digital lifestyle bank, has nearly half a million users and remains the fastest-growing digital bank in the region.

Job Purpose

• Oversee workforce management activities for Egypt and KSA so service-level targets and customer experience goals are met while keeping costs efficient.
• Lead the dialer function for Egypt and KSA to improve contact rates, sales performance, and cash collection outcomes.
• Create long-range and short-range capacity plans, forecasts, and schedules that reduce staffing cost and support SLA delivery.
• Design effective dialer approaches that improve database penetration, customer reachability, sales conversion, and collections performance.
• Support the team in building the knowledge and capabilities needed to perform effectively in their roles.
• Organize and coordinate team deliverables in a structured and timely manner.
• Work closely with COO International, Operations teams in Egypt and KSA, Group IT, and other internal and external stakeholders.
• Drive strategic workforce management initiatives for iWD and forecasting.

Main Tasks

• Develop strong capacity planning, forecasting, scheduling, intraday planning, and real-time management processes.
• Build dialer strategies that improve contactability, RPC, P2P, and kept-to-promise performance.
• Work with stakeholders to implement workforce management and dialer solutions for new business units and processes while controlling cost, SLA performance, and customer experience.
• Align with stakeholders on expectations and deliverables to strengthen the internal customer experience.
• Coach the team regularly, provide feedback, and offer support to raise performance levels.
• Set team objectives, review results, and recognize strong performance.
• Help drive initiatives that improve employee engagement within the Business Intelligence team.
• Ensure cross-skilling remains current and that backup coverage plans are in place.
• Work with Group teams to identify activities affecting workforce needs and include them in forecasting, scheduling, and capacity planning.
• Present monthly workforce management reports to COO International and highlight opportunities to improve productivity and growth.

Requirements

• A graduate or postgraduate qualification in Mathematics, Science, Computer Science, Engineering, Business, Finance, or a related field is required.
• Professional certification in COPC, Workforce Management, Genesys, Verint WFM, or dialer tools across front office and back office is preferred.
• At least 10 years of workforce management experience, ideally within a banking BPO environment, including 6 to 8 years in a managerial capacity.
• Practical experience with Genesys and Verint WFM for both front-office and back-office operations.
• Hands-on exposure to implementing dialer strategies for contact centres, telesales, and collections functions.
• Experience using ACD AVAYA CMS and IQ tools.
• Strong analytical, problem-solving, and optimization abilities.
• Ability to adapt quickly and lead change-management efforts effectively.
• Strong stakeholder management and cross-functional collaboration skills.
• Excellent communication skills, including the ability to influence senior stakeholders.
• Demonstrated leadership, time management, autonomy, accountability, and professional effectiveness.

Additional Information

This role is based in Dubai, United Arab Emirates, and is offered on a contract basis. The job is onsite.

No salary, stipend, number of openings, start date, or application deadline has been specified.