Customer Service & Ops Leader: Drive Performance & Growth

NatWest Group; Saint Helier; On-site; GBP 52,000 - 76,000; Full time

Job summary

NatWest Group is seeking a Customer Service & Operations Unit Leader in Jersey to lead a team responsible for delivering successful customer and business outcomes. You will optimise capacity, manage escalations, and monitor performance targets while driving improvements in productivity and service levels.

Your role involves re-engineering processes, coaching colleagues, and ensuring training plans and accreditation are in place.

Qualifications

• Experience leading teams in financial services.
• Ability to manage budgets and targets.
• Proven track record in process improvements.
• Strong stakeholder engagement.
• Understanding of risk, compliance and legal issues.

Responsibilities

• Lead process re-engineering and automation initiatives with support functions.
• Ensure engagement and development of colleagues with training plans and accreditation.
• Achieve SLAs, use resources optimally and reduce costs where possible.
• Define performance targets and report critical MI for informed decisions.
• Deliver cost-effective measures and contribute to simplifying the organisation.

Skills

People management

Budgeting

Performance targets

Process improvement

Stakeholder management

Job description

NatWest Group is seeking a Customer Service & Operations Unit Leader in Jersey to lead a team responsible for delivering successful customer and business outcomes. You will optimise capacity, manage escalations, and monitor performance targets while driving improvements in productivity and service levels.

Your role involves re-engineering processes, coaching colleagues, and ensuring training plans and accreditation are in place.