Customer Service & Operations Delivery Manager

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 Delivery Manager

* Take on a new role, where you’ll be developing key projects, working closely with others to deliver strategic platform deployments * You’ll help to translate business requirements into functional designs, and you’ll write business requirements or business cases to create appropriate documentation * This is an opportunity to manage relationships with stakeholders, internally and externally, allowing you to expand and develop your network * We're offering this role at associate level, and your shift pattern will cover our UK working hours

As a Customer Service & Operations Delivery Manager, you’ll be providing your expertise on regulatory, system, process, product or customer proposition impacts on your operation. After analysing how changes to the operating model will impact procedures, you’ll be making recommendations, providing business system support and managing communication with the business.

You’ll be collaborating with colleagues across the bank, making sure that delivery is in-line with operational requirements and aligned to our customer and business needs.

* Supporting technology partners to drive system improvements and the resolution of defects and incidents * Assisting with the production of relevant policy related reports and MI to make sure that assurance and compliance objectives are met * Providing knowledge to the team to enable the design of architecture, business processes, tech and data solutions * Acting as an internal consultant to enable and inform effective standards, processes and controls * Delivering the management of key controls and support in the maintenance of the business continuity plans

We’re looking for someone with supply chain management experience in a leadership role, alongside strong knowledge of best in class practices and processes and emerging supply chain thinking. We’ll also expect you to have strong knowledge of and appropriate qualifications in project management methodologies.

In addition, you'll bring knowledge of know your customer and customer due diligence, including knowledge of end-to-end know your customer on all type of entities.

Additionally, you’ll have:

* Minimum 6 years of experience in AML, CDD, and KYC with strong expertise in customer due diligence and pkyc activities. * Strong understanding of regulatory requirements, policy interpretation, and risk-based decision-making within the AML/KYC framework. * Professional certifications in AML, CDD, or related financial crime disciplines (e.g., ACAMS, ICA) will be considered as an add advantage. * An understanding of appropriate business specialist systems * Good knowledge of operations, process management and products * The ability to develop business and technical architectures * A background in technology governance * An understanding of internal and external regulatory frameworks

Apply for this job

Welcome to our Gurugram hub

Spanning 437,000 sq. ft., our campus in Gurugram features two state-of-the-art towers – 1A and 2A at the Candor TechSpace in Sector 21.

Key facts:

* Surrounded by 28 acres * Space for 4,100 colleagues * Opened in 2010

Become an insider

Members of our Talent Community get direct job matching and job recommendations.

Join the community

What’s it like to work at NatWest Group?

Find out more about what it’s like to work here, including Rewards and Benefits, and Learning and Development.

Working here

Customer Experience

These cookies are used to generate reports based on data from visits to the website, without knowing who the visitor is. These cookies help us to gain insight of the pages that have been visited to help inform the optimisation of website layouts and to improve visitor journeys. Using cookies to track the most visited areas of our website and to identify when users encounter errors on the website, will help us ensure that our website is optimised to remove confusing or ineffective content. You can switch these cookies off at any time by visiting your Cookies Preference Centre.