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NatWest Markets
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Customer Service & Operations Function Leader, Director

Customer Service & Operations Function Leader, Director

NatWest Markets

7 - 13 years

20 - 25 Lacs

Chennai Gurugram

Posted:3 weeks ago| Platform:

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Skills Required

Supply chain management Change management People management skills Process improvement Customer service operations Agile Continuous improvement Operations Financial services Customer interaction

Work Mode

Work from Office

Job Type

Full Time

Job 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
Youll drive improvements in productivity, efficiency and service performance by coaching, inspiring and developing the skills of your people
We are offering this role at director level

What youll do

As a Customer Service & Operations Function Leader, you ll be leading a dynamic customer facing chat process with 24*7 Operations . 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 youll need

We re looking for someone with strong people management skills, with the ability to successful 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.

You ll also need:

Experience of working in a financial services environment, with knowledge of the industry and its customers
A good understanding of c hat platforms and setting up customer interaction model in the chat environment
Should have agile mindset for leading large operations through transformation and change management effectively
Familiarity with role modelling on future ready capabilities and skills that bring the best of people and technology together

Hours

Job Posting Closing Date:

10/07/2025

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Customer Service & Operations Function Leader, Director