Customer Service & Operations Unit leader, AVP

NatWest Group · Banking & Financial Services

Gurugram
On-site
Posted today
Apply by 7 Oct
Customer Service & Support

About the job

Join us as a Customer Service & Operations Unit Leader

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

We're offering this role at associate vice president level

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 knowledge and experience of 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 also need to drive operational excellence and strategic transformation through process optimisation, Lean/Six Sigma methodologies, automation, workforce planning, governance, performance analytics, organisational design, and continuous improvement initiatives to enhance customer and business outcomes .

We’ll also look for you to have:

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 understanding of people processes and policies

Hours

Job Posting Closing Date:

07/10/2026

Apply on NatWest Group