Customer Service & Operations Unit Leader, AVP

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours , we have plenty of options that help our people to thrive.

This role is based in India and as such all normal working days must be carried out in India.

Join us as a Customer Service & Operations Unit Leader
• If you have strong team leadership experience, this is a chance to lead, manage and coach a team to deliver outstanding customer service through telemarketing, telesales and retention activities
• We’ll look to you to lead by example by making customer calls to identify and understand customer needs and help them by delivering solutions that are fit for purpose
• You’ll be recognised for delivering a first class outbound and inbound telephony and digital service to our prospective customers and existing customers
• In this associate vice president level role, your shift pattern will cover our UK working hours, and when required you'll provide out of hours cover

What you'll do

As a Customer Service & Operations Unit Leader, you’ll be making sure that customer needs and priorities are identified by the team to ensure appropriate services are offered during customer calls. You’ll lead and manage the team to deliver against new business targets including sales appointments booked, telephony sales made and new business income, while encouraging them to work together to build trust and long term sustainable value for our customers and colleagues.

Your other responsibilities will include:
• Developing the capability of your team through observations, feedback and coaching
• Establishing effective working relationships with key stakeholders within the business and the broader bank to plan and deliver targeted telemarketing campaigns
• Developing and maintaining a forward looking telemarketing campaign planner
• Analysing the results of the team to make sure that data quality utilised for telemarketing campaigns is optimised
• Providing effective planning and management of your team’s workload

The skills you'll need

We're looking for someone with at least five years' relevant experience with preferably an AML, CDD or FinCrime background, and at least four years of experience in the field. 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:
• Experience of planning and delivering targeted telemarketing campaigns
• The ability to lead by example through calls to customers to identify and understand their needs and recommend appropriate solutions
• An excellent customer focus and the proven ability to exceed customer expectations
• Strong interpersonal and communication skills
• The ability to develop effective working relationships with colleagues and stakeholders
• Good time management, planning and organisational skills

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