About the Role
Gulf Bank in Kuwait seeks an Associate, Channels & IVR Support to strengthen digital and voice service reliability for customers across the region. You will monitor, maintain, and improve interactive voice response and digital channel performance while collaborating with technology and operations teams to resolve incidents quickly. This role ensures seamless self-service experiences, supports business continuity, and helps translate customer feedback into practical enhancements. You will operate within a regulated banking environment, balancing speed, accuracy, and compliance in every task.
Key Responsibilities
- Monitor IVR platform health, call flows, and channel integrations to ensure consistent availability and performance.
- Investigate and resolve service interruptions, defects, and configuration issues affecting digital and voice channels.
- Support change management activities, including testing, deployment, and post-implementation validation for channel updates.
- Analyze usage trends and customer interaction data to identify improvement opportunities and reduce friction.
- Document standard operating procedures, runbooks, and known errors to accelerate troubleshooting and onboarding.
- Coordinate with vendors, internal IT, and operations teams to implement fixes and enhancements within agreed timelines.
- Assist with incident and problem management, including root cause analysis and preventive action planning.
Required Qualifications
- Bachelor’s degree in information technology, computer science, business, or a related discipline.
- Demonstrated understanding of IVR technologies, telephony basics, and digital channel integration concepts.
- Familiarity with service management practices, incident handling, and change control in regulated environments.
- Strong analytical and problem-solving skills with attention to detail and accuracy under pressure.
- Effective communication skills in English, both written and verbal, for collaboration and reporting.
- Ability to prioritize tasks, manage multiple stakeholders, and adapt to evolving business needs.
- Prior exposure to banking, financial services, or customer support operations is advantageous.
What We Offer
- Competitive salary and performance-linked incentives aligned with market practices.
- Comprehensive health coverage and wellness benefits for you and eligible dependents.
- Structured career development, training, and internal mobility opportunities within a leading bank.
- Professional work environment with modern tools and a focus on service excellence.
- Paid time off and recognized public holidays in accordance with Kuwait labor regulations.
How to Apply
Submit your application through the designated recruitment channel for consideration by the hiring team. Ensure your materials clearly reflect your qualifications and experience relevant to channels and IVR support roles. Shortlisted candidates will be contacted for further assessment in line with established timelines.