NatWest Group Hiring for Customer Service & Operations Unit Leader, VP 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 and Operations Unit Leader, VP

• We’ll look to you to deliver all team activities in accordance with approved procedures and make sure that service level targets are achieved
• You’ll be reviewing key performance indicators for your team to identify trends and take timely action to address areas of improvement
• In this influential role, you’ll be able to make your mark and enhance your reputation throughout the bank

What you’ll do

You’ll deliver successful and appropriate customer and business outcomes by making sure your unit is operating at maximum efficiently. This means you’ll need to make sure that it is running at optimum capacity, while managing operational escalations, disputes and risks and automation initiatives to maximise effectiveness. You’ll also maintain up-to-date process documents and reports on critical management information to enable decision making.

Your day-to-day will include:

• Driving process improvements and leading change projects
• Making sure that your team are trained and accredited
• Delivering cost saving measures within your team, controlling resources and contributing to simplifying the bank
• Delivering plans and strategies based on what the customer and business thinks and feels

The skills you’ll need

In order to excel in this role, you’ll need at least 14 years’ relevant experience and working experience in a payments domain including hands on experience in domestic, international and payments. You’ll need a thorough understanding of our products and processes, and banking systems as well as an understanding of risk, compliance and legal issues in different jurisdictions.

You’ll also demonstrate:

• Financial services skills and experience
• Good people management skills
• An understanding of the industry and our customers
• Experience in risk and control policies and payment regulations
• A good understanding of current and upcoming technologies within a payments domain