Operations & Customer Service 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

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.