Customer Service & Operations Unit Leader

Royal Bank of Scotland; Saint Helier; On-site; GBP 60,000 - 80,000; Full time

Job summary

Royal Bank of Scotland in Jersey seeks a Customer Service & Operations Unit Leader to drive performance, coach teams and manage budgets. You will lead capacity planning and ensure service targets are met while optimizing costs.

The role requires strong people management, governance knowledge, and the ability to engage stakeholders across functions. Office-based, with a focus on continuous improvement and compliant operations.

Qualifications

• Experience leading teams in a financial services setting.
• Understanding of budgeting, targets and performance reporting.
• Ability to drive process improvements and automation.

Responsibilities

• Lead the Customer Service & Operations unit to meet targets and optimize capacity.
• Manage escalations, disputes and risks; review performance targets and MI.
• Develop and implement training plans and accreditation for colleagues.

Skills

Team leadership

Budgeting

Financial management

Process re-engineering

Automation initiatives

Coaching & development

Stakeholder management

Analytical mindset

Job description

Join us as a Customer Service & Operations Unit Leader

If you have good team leadership experience, this is a chance to take on a role with responsibility and exposure to internal and external stakeholders

We'll look to you to understand and drive the performance of the team, with solid budgeting and financial management of targets

You'll deliver improvements in productivity, efficiency and service performance by coaching, inspiring and developing your people

If you don't currently live in Jersey, you'll need to specifically state in your CV that you have the right to live and work here to be considered for this role

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. You'll be working to really understand what our customers need and actively reviewing performance targets and helping the team to identify trends and address areas of improvement.

Your responsibilities will include:

• Leading process re-engineering and automation initiatives, collaborating with support functions to do so
• Ensuring the engagement and development of colleagues, making sure that a plan in place for training and accreditation
• Making sure that SLAs are achieved, using resources optimally and reducing costs where possible
• Approving and maintaining up-to-date process documents, contributing to the definition of performance targets, measurement and the reporting of critical MI to enable the right decision making
• Delivering cost effective measures within the team and contribute to simplifying the organisation

The skills you'll need

We're looking for someone with good people management skills, with the ability to successfully engage and motivate teams to success. Alongside this, you'll have an understanding of people processes and policies. We'll also expect you to have the ability to review processes with an analytical mind-set and maintain a focus on continuous improvement.

You'll also need:

• Experience of working in a financial services environment, with knowledge of the industry and its customers
• Some knowledge of our products, processes and banking systems
• An understanding of risk, compliance and legal issues in different jurisdictions

Hours

35

Job Posting Closing Date:

02/10/2026

Ways of Working:Office First