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Learning & Development Specialist

Rakbank
Abu Dhabi, UAE
Full-time
Mid-Senior
Onsite
Discovered 1 months ago
Soft skills trainingContact centre trainingBehavioural programme design and deliveryVoice, chat, and email communication coachingInstructional designTraining facilitation

Full Job Posting

What you’ll do

  • Deliver soft skills and professional development programmes across business units, including customer experience, call etiquette, active listening, empathy, multichannel handling, negotiation, de-escalation, and service-to-sales skills.
  • Design facilitator guides, learner resources, role plays, case studies, and other training materials.
  • Assess readiness through practice, simulations, structured observations, call listening, and chat and email reviews.
  • Coach agents through side-by-side floor support, feedback sessions, and targeted follow-up.
  • Build consent, disclosures, approved scripts, and responsible sales conduct into learning modules.
  • Partner with Quality Assurance and subject matter experts to align quality scoring, identify capability gaps, and develop learning interventions.
  • Measure impact against quality scores, first-contact resolution, conversion, cancellations, and complaints; maintain records and certification status in Oracle LMS.

What we’re looking for

  • Bachelor’s degree in Human Resources, Business Administration, Education, Psychology, Communications, or a related field.
  • 4 to 6 years of soft skills training experience, including at least 2 to 3 years in contact centre, collections, or virtual banking.
  • Experience designing and delivering behavioural programmes for voice and digital channels; ability to turn learning needs into practical experiences.
  • Understanding of UAE telemarketing and consumer protection requirements.
  • Banking or financial services experience is strongly preferred; Arabic language skills are an advantage.
  • Confidence partnering with subject matter experts and employees at different organisational levels.

Skills

  • Training delivery and facilitation in classroom and on-floor settings; voice, chat, and email communication coaching.
  • Instructional design, simulations, role plays, behavioural assessment, and quality calibration.
  • Data analysis and KPI-linked reporting, plus stakeholder management.

Opportunity

  • Shape learning experiences, contribute to employee development, and support customer service excellence.
  • Work with diverse business units and subject matter experts and deliver classroom, virtual, and blended learning.
  • See the impact of learning through measurable outcomes and continuous improvement.

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