Customer Service & Operations Unit Leader, AVP

Gurgaon, Haryana
Permanent
Full-time

2 days ago

Join us as a Customer Service & Operations Unit Leader

If you have strong team leadership experience, this is a chance to lead, manage and coach a team to deliver outstanding customer service
You’ll be actively participating in initiatives to transform operations to digital operations through simplification and digitalization initiatives
You’ll be managing relationships with stakeholders, allowing you to expand and develop your network
We're offering this role at associate vice president level

What you'll doAs a Customer Service & Operations Unit Leader, you’ll be making sure that customer needs and priorities are identified by the team to ensure appropriate services are offered. You’ll lead and manage the KYC and onboarding team for retail customers.Your other responsibilities will include:

Developing the capability of your team through observations, feedback and coaching
Establishing effective working relationships with key stakeholders within the business and the broader bank to plan and deliver campaigns
Providing effective planning and management of your team’s workload
Support personal development of the team and build capability
Reviewing manual or ineffective processes which could be automated or enhanced

The skills you'll needWe’re looking for someone with strong people management, leadership and coaching skills with the ability to deliver through people. You should have experience of managing operations teams to make a positive impact to our customers and colleagues, as you deliver brilliant customer and business outcomesYou’ll also need:

Experience of planning and delivering campaigns
Good knowledge of KYC and onboarding documentation, process management and products
An excellent customer focus and the proven ability to exceed customer expectations
Strong interpersonal and communication skills
The ability to develop effective working relationships with colleagues and stakeholders
Good time management, planning and organisational skills

Hours 45Job Posting Closing Date: 21/04/2026

NatWest Group

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