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.

About the Role

We're looking for a highly organized, customercentric Operations Officer to join our dynamic team at Protego Insurance. In this role, you will report to Head of Operations & will play a key part in ensuring smooth daytoday operations by coordinating administrative processes, managing policy documentation, supporting compliance, and delivering outstanding customer service. You will be the backbone of efficient policy servicing and claims coordination — ensuring clients receive accurate, timely, and professional support at every touchpoint.

What You'll Be Doing

Customer Service & Quality Assurance

Handling customer queries, requests, and complaints within agreed turnaround times
Ensuring fair treatment and highquality service across all interactions
Reviewing recorded sales calls and identifying areas of improvement
Maintaining organized and secure records of customer interactions

Operational & Administrative Support

Managing the central mailbox and ensuring timely responses or escalations
Coordinating with insurance providers and clients to support the full claims lifecycle
Assisting with policy servicing, followups, and compliancedriven tasks
Supporting data collection and preparing accurate, timely reports

Compliance & Process Adherence

Ensuring adherence to company policies, regulatory requirements, and operational procedures
Supporting the development of compliance processes and checklists
Upholding Protego's high service quality and professional standards at all times

Teamwork & Continuous Improvement

Collaborating closely with your line manager and team members
Providing constructive feedback to improve service quality and operational processes
Identifying opportunities for enhancing your own skills and contributing to team development

What We're Looking For

Qualifications

A Bachelor's degree or MBA.

Experience

1–3 years of experience in banking, insurance, or financial services, preferably in customer service or operations.

Skills & Competencies

Strong communication and interpersonal skills
Customerfocused mindset with excellent problemsolving abilities
Good negotiation, analytical, and motivational skills
Solid computer proficiency
Ability to work accurately, follow procedures, and stay organized
If you're passionate about delivering exceptional service, thrive in a structured operational environment, and want to build your career within the insurance industry — this is the perfect opportunity for you

Operations Officer (Emiratised Role)