Customer Service - Gurugram, India - NatWest Digital X

NatWest Digital X Gurugram, India

2 weeks ago

Full time

Description

Join us as a Customer Service & Operations Function Leader

If you have strong team leadership skills, this is a chance to take on a role with high levels of responsibility and exposure to internal and external stakeholders

You'll lead a function to achieve their KPIs and SLAs, delivering successful and appropriate customer and business outcomes

You'll drive improvements in productivity, efficiency and service performance by coaching, inspiring and developing the skills of your people

We're offering this role at vice president level

What you'll do

As a Customer Service & Operations Function Leader, you'll be leading your team to success with strong people and resource management. You'll maintain a focus on optimising capacity, reducing costs and increasing productivity while reducing operational losses and operational errors. We'll also look to you to maintain effective relationships with internal and external stakeholders, engaging and influencing them for efficiency gains, and keeping them up to date with any changes. You'll also be:

Managing risk, developing and delivering continuous improvement and driving the strategic direction of the function

Helping to define performance indicators, measurements and the reporting of critical MI to enable the right decision making

Producing and maintaining an effective training and accreditation plan

Overseeing KPIs and taking actions to make sure that the unit maintains healthy matrices

Achieving financial targets and efficiency gains through process improvement initiatives

The skills you'll need

We're looking for someone with strong people management skills, with the ability to successfully engage and motivate teams to success. Alongside this, you'll have a good understanding of people processes and policies. You'll also have previous experience of supply chain management, in a leadership role, with knowledge of best in class practices and processes and emerging supply chain thinking. Additionally, you'll also need:

Experience of working in a financial services environment, with knowledge of the industry and its customers

A good understanding of product, processes and relevant banking systems

A background of working with risk and compliance

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Customer Service - Gurugram, India - NatWest Digital X

Description

What you'll do

The skills you'll need