NatWest Group Hiring for Customer Service & Operations Unit Leader, AVP 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, AVP

• In this fast paced and critical role, we’ll look to you to make sure your unit is efficiently planned and operating at optimum capacity
• With a strong customer focus, you’ll be reviewing performance indicators to identify trends and areas of improvement
• If you’re a driven and motivational leader, this could be an opportunity for you to enjoy a fast paced and engaging role, with considerable stakeholder interaction

What you’ll do

As a Unit Leader, you’ll be delivering all team activities and successful customer and business outcomes by making sure your unit is operating at its best capacity. You’ll maximise efficiency by collaborating with support functions and continuing to make sure you’re your unit is engaged and consistently developing professionally. We’ll also look to you to approve and maintain process documents to help define performance indicators, measure and report MI and enable the right decision making.

Additionally, you’ll be:

• Optimally using resources to reduce costs and increase productivity
• Developing and executing a plan for effective training and accreditation, and understanding and driving the performance of you unit
• Using data insights to drive change activity, and leading and participating in local and global projects
• Building a culture of continuous improvement, leading by example to deliver innovative and cost-effective solutions to enhance our performance and customer experience
• Enhancing the risk culture in your unit with a focus on proactive, end-to-end risk

The skills you’ll need

You’ll need to have at least 10 years of relevant experience working in a financial services environment. Strong people management skills are a must, along with the ability to drive, coach and motivate others to succeed. You’ll bring leadership experience of managing large and multiple teams and ideally you’ll have strong working experience in payments investigations.

We’ll also look for you to have:

• Experience in domestic, international and other payments
• An understanding of the industry and our customers
• Knowledge of financial products, processes and banking systems
• A background in risk, compliance and legal issues in different jurisdictions
• An ability to drive process improvement and lead large change projects
• Practical experience with risk and control policies and payments regulations
• Understanding of the current and upcoming technologies in the payment domain