NatWest Group Hiring for Customer Service & Operations Unit Leader, Associate at Gurgaon Full Time

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This role is based in India and as such all normal working days must be carried out in India.

Join us as a Customer Service & Operations Unit Leader, Associate

• This is an opportunity to make a positive impact to our customers and colleagues
• You’ll be leading and motivating a team to deliver successful customer and business outcomes
• Along with developing your existing people management skills, you’ll be well positioned to advance your career in this fast-paced role

What you’ll do

As a Customer Service & Operations Unit Leader, you’ll be delivering successful customer and business outcomes by making sure that your unit is efficiently planned. We’ll look to you to focus on optimising capacity and managing operational escalations, disputes and risks. You’ll be working to really understand what our customers need, by actively reviewing performance targets and helping the team to identify trends and address areas of improvement.

We’ll look to you to understand and drive the performance of your team and deliver improvements in productivity, efficiency and service performance by coaching, inspiring and developing your people.

Your responsibilities will include:

• Leading process re-engineering and automation initiatives, collaborating with our support functions to do so
• Ensuring the engagement and development of colleagues, making sure that a plan in place for training and accreditation
• Making sure that service levels are achieved, using resources optimally and reducing costs where possible
• Helping to maintain up-to-date process documents, contributing to the definition of performance targets, measurement and the reporting of critical MI to enable the right decision making
• Delivering cost effective measures within the team and contributing to simplifying the organisation

The skills you’ll need

We’re looking for someone with at least two years of CDD experience. You’ll have good people management skills, with the ability to successfully engage and motivate teams to success. Alongside this, you’ll have an understanding of people processes and policies. We’ll also expect you to have the ability to review processes with an analytical mind-set and maintain a focus on continuous improvement.

You’ll also need:

• Good experience of working in a financial services environment, with knowledge of the industry and its customers
• A good understanding of Microsoft Excel and Powerpoint
• Knowledge of our products, processes and banking systems
• An understanding of risk, compliance and legal issues in different jurisdictions
• A keen eye for detail