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Head of Customer Service & Operations Unit, Director
NatWest GroupCustomer Service & Operations Unit Leader overseeing retail banking operations and team performance in India. Leading process improvements and stakeholder management in a high-profile role.
Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates extensive experience in retail banking and private banking, with a strong focus on operational excellence, process improvement, and stakeholder management. Proven ability to lead teams, manage transitions, and ensure compliance with regulatory frameworks.
Highest-signal resume keywords
Leadership ExperienceProcess ImprovementOperational ExcellenceRegulatory KnowledgeStakeholder Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Process Re-engineeringAutomation InitiativesPerformance Target ReviewKPI DevelopmentRisk Management
Soft Skills
Team DevelopmentConflict ResolutionTrend Analysis
Industry Keywords
Retail BankingPrivate BankingFCAConsumer DutyCASSGovernance Frameworks
About the role
Key responsibilities & impact- Leading successful customer and business outcomes by making sure that your unit is efficiently planned.
- Focus on optimising capacity and managing operational escalations, disputes and risks.
- Actively review performance targets and drive the team to identify trends and address areas of improvement.
- Oversee process re-engineering and automation initiatives, collaborating with support functions.
- Drive the engagement and development of colleagues, ensuring a plan is in place for training and accreditation.
- Ensure SLAs are achieved, using resources optimally and reducing costs where possible.
- Develop and maintain up-to-date process documents to define KPIs, measurements and reporting of critical MI.
Requirements
What you’ll need- 20 Years of extensive experience in retail Banking or Private Banking
- Leadership experience scaling operations, setting up hubs, and managing transitions
- Transformation expertise in process improvement, automation, and operational excellence
- Strong regulatory knowledge of FCA, Consumer Duty, CASS, risk, and governance frameworks
- Proven stakeholder management with experience leading large-scale change and UK-to-India operational transitions
- A solid understanding of risk, compliance and legal issues in different jurisdictions
Benefits
Comp & perks- 🌐 Worldwide ❌ Jobs You've Hidden ⭐️ Saved Jobs ✅ Applied Jobs ✉️ Email Alerts 👤 Account NatWest Group Website LinkedIn All Job Openings 10,000+ employees 🏦 Banking 💸 Finance 💳 Fintech Banking
- Finance
- Fintech NatWest Group is a leading banking and financial services organization based in the United Kingdom. The company is committed to supporting its customers and communities, focusing on building strong relationships and delivering a range of financial products and services including commercial banking, wealth management, and risk management. With a global presence across multiple continents, NatWest Group also emphasizes the importance of its employees, providing opportunities for professional development and a supportive work environment. Head of Customer Service & Operations Unit, Director 🔥 14 minutes ago 🏢 Gurugram – Onsite ⏰ Full Time 🔴 Lead 💝 Customer Support Apply Now Find Hiring Managers Customize resume + cover letter Report problem ☆ Save ☑️ Mark as applied ❌ Hide 📋 Description
- Leading successful customer and business outcomes by making sure that your unit is efficiently planned.
- Focus on optimising capacity and managing operational escalations, disputes and risks.
- Actively review performance targets and drive the team to identify trends and address areas of improvement.
- Oversee process re-engineering and automation initiatives, collaborating with support functions.
- Drive the engagement and development of colleagues, ensuring a plan is in place for training and accreditation.
- Ensure SLAs are achieved, using resources optimally and reducing costs where possible.
- Develop and maintain up-to-date process documents to define KPIs, measurements and reporting of critical MI. 🎯 Requirements
- 20 Years of extensive experience in retail Banking or Private Banking
- Leadership experience scaling operations, setting up hubs, and managing transitions
- Transformation expertise in process improvement, automation, and operational excellence
- Strong regulatory knowledge of FCA, Consumer Duty, CASS, risk, and governance frameworks
- Proven stakeholder management with experience leading large-scale change and UK-to-India operational transitions
- A solid understanding of risk, compliance and legal issues in different jurisdictions Apply Now 📊 Check your resume score for this job Improve your chances of getting an interview by checking your resume score before you apply. Check Resume Score 🌐 Worldwide Built by Lior Neu-ner. I'd love to hear your feedback — Get in touch via DM or support@remoterocketship.com Search Search Jobs by country Search jobs by city Search jobs by job title Search entry-level jobs Search junior-level jobs Search senior-level jobs Search jobs by tech stack Search jobs by contract type Search remote internships Search remote part-time jobs Remote jobs Anywhere in the World Companies Hiring Anywhere in the World Companies Hiring Sales People Anywhere in the World Companies Hiring Software Engineers Anywhere in the World Resources Advice Tips for finding remote jobs Interview questions and answers Resume examples Cover letter examples Post a job Affiliates Privacy policy Terms of service Job board SEO course AI Apply Copilot OpenClaw job finder Find jobs using your resume Jobs by Country Remote jobs anywhere in the world (Worldwide remote jobs) Remote jobs United States Remote jobs Australia Remote jobs Brazil Remote jobs Canada Remote jobs France Remote jobs Ireland Remote jobs Germany Remote jobs Netherlands Remote jobs Spain Remote jobs UK Popular Jobs Remote data analyst jobs Remote customer support jobs Remote executive assistant jobs Remote marketing jobs Remote product designer jobs Remote product manager jobs Remote project manager jobs Remote recruiter jobs Remote sales jobs Remote software engineer jobs Jobs by Type Remote full-time jobs Remote part-time jobs Remote contract jobs Remote internship jobs Remote entry-level jobs Remote jobs with no experience required Remote junior jobs (1-3 years of experience) Digital nomad jobs Remote jobs with no degree required Freelance remote jobs Temporary remote jobs Remote jobs hiring now Stay at home mom jobs