Customer Service & Operations Delivery Manager

NatWest Group · Banking & Financial Services

Gurugram
On-site
Posted today
Apply by 8 Nov
Customer Service & Support

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About the job

Join us as a Customer Service & Operations Delivery Manager

Take on a new role, where you’ll be developing key projects, working closely with others to deliver strategic platform deployments

You’ll help to translate business requirements into functional designs, and you’ll write business requirements or business cases to create appropriate documentation

This is an opportunity to manage relationships with stakeholders, internally and externally, allowing you to expand and develop your network

We're offering this role at associate level, and your shift pattern will cover our UK working hours

What you'll do

As a Customer Service & Operations Delivery Manager, you’ll be providing your expertise on regulatory, system, process, product or customer proposition impacts on your operation. After analysing how changes to the operating model will impact procedures, you’ll be making recommendations, providing business system support and managing communication with the business.

You’ll be collaborating with colleagues across the bank, making sure that delivery is in-line with operational requirements and aligned to our customer and business needs.

Your responsibilities will include:

Supporting technology partners to drive system improvements and the resolution of defects and incidents

Assisting with the production of relevant policy related reports and MI to make sure that assurance and compliance objectives are met

Providing knowledge to the team to enable the design of architecture, business processes, tech and data solutions

Acting as an internal consultant to enable and inform effective standards, processes and controls

Delivering the management of key controls and support in the maintenance of the business continuity plans

The skills you'll need

We’re looking for someone with supply chain management experience in a leadership role, alongside strong knowledge of best in class practices and processes and emerging supply chain thinking. We’ll also expect you to have strong knowledge of and appropriate qualifications in project management methodologies.

In addition, you'll bring knowledge of know your customer and customer due diligence, including knowledge of end-to-end know your customer on all type of entities.

Additionally, you’ll have:

Minimum 6 years of experience in AML, CDD, and KYC with strong expertise in customer due diligence and pkyc activities.

Strong understanding of regulatory requirements, policy interpretation, and risk-based decision-making within the AML/KYC framework.

Professional certifications in AML, CDD, or related financial crime disciplines (e.g., ACAMS, ICA) will be considered as an add advantage.

An understanding of appropriate business specialist systems

Good knowledge of operations, process management and products

The ability to develop business and technical architectures

A background in technology governance

An understanding of internal and external regulatory frameworks

Hours

Job Posting Closing Date:

08/11/2026

Apply on NatWest Group