Customer Service & Operations Unit Leader, VP

Our people work differently depending on their jobs and needs. From , 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 Working in Financial Crime & Controls, you'll focus on understanding what our customers need by actively reviewing performance targets You'll be leading the people in your unit to deliver outstanding customer experiences and successful business outcomes This is an opportunity to enjoy an engaging and fast-paced environment, as well as considerable stakeholder interaction We're offering this role at vice president level What you'll do As a Customer Service & Operations Unit Leader, you'll be delivering successful customer and business outcomes by making sure that your unit is efficiently planned. We'll look to you to focus on optimising capacity and managing operational escalations, disputes and risks, while helping the team to identify trends and address areas of improvement. Your other responsibilities will include: Leading process re-engineering and automation initiatives, collaborating with our support functions to do so Ensuring the engagement and development of colleagues, making sure that a plan is in place for training and accreditation Achieving service levels by using resources optimally and reducing costs where possible Maintaining up-to-date process documents, contributing to the definition of performance targets and the reporting of critical management information Delivering cost-effective measures within the team and helping to simplify our bank The skills you'll need We're looking for someone with at least 12 years experience and technical knowledge of Fircosoft filtering solutions, Oracle and procedural language for structured query language. Knowledge of data science and machine learning techniques would be advantageous. You'll also need: Excellent data analytical capabilities A good understanding of the industry and its customers Knowledge of financial products, processes and banking systems An understanding of risk, compliance and legal issues in different jurisdictions