Customer Service and Operations Delivery Manager

NatWest Group; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

NatWest Group is seeking an experienced Customer Service & Operations Delivery Manager for Customer Contact in a 24x7 environment in India. The role focuses on leadership of escalations, real-time issue management, and aligning operations with strategic business requirements.

The ideal candidate has strong communication and people management skills, proven ability to coach others, and a track record of driving continuous improvement in service delivery and customer experience.

Qualifications

• 7–10 years in customer service/operations
• Strong communication and people management skills
• Experience guiding teams in real-time support environments

Responsibilities

• Lead escalated incidents and real-time issues to protect service levels
• Collaborate with key stakeholders to inform requirements for strategic decisions
• Drive initiatives to improve customer service, processes and procedures
• Act on customer feedback to enhance the customer experience
• Ensure compliance with regulatory frameworks and internal policies
• Oversee risk identification and timely response in a 24x7 environment

Skills

Customer service

Operations management

Team leadership

Stakeholder collaboration

Decision making

Job description

Customer Service & Operations Delivery Manager - Customer Contact

Join us as a Customer Service & Operations Delivery Manager We’ll look to you to drive a customer focused culture by developing improvement initiatives to enhance customer satisfaction and improve business efficiency Specialising in Customer Contact, you’ll be delivering successful and appropriate customer and business outcomes through digital channels in a 24/7 environment With no two days the same, you can expect lots of variety as you help us deliver a banking service that’s beyond what’s expected We're offering this role at associate level

What you’ll do

As a Customer Service & Operations Delivery Manager, you’ll be providing leadership for escalated incidents and real time issues which impact business performance, making sure root cause analysis is completed to mitigate future risks. You’ll also be collaborating with key business stakeholders to input to and understand the business requirements of strategic decisions.

You’ll also be:

• Actively participating in initiatives to improve customer service, processes and procedures
• Listening, learning and acting on customer feedback to create a positive customer experience
• Adhering to regulatory frameworks, policies and procedures
• Ensuring a timely and responsive approach to current and emerging risks

The skills you'll need

To succeed in this role, you’ll need experience of handling complex customer queries in a real-time customer support environment. You’ll also need strong communication, interpersonal and people management skills, with the ability to effectively communicate to key stakeholders through both written and verbal communication mediums.

In addition, you’ll need:

• Decision making ability, to provide successful customer outcomes
• The ability to develop and coach others
• The ability to influence continuous improvement in team services, processes and quality

Overall experience of 7-10 years in customer service/operations. Minimum 2 years of Team Leader experience in an International Chat process (preferred) or International Voice process. Flexibility to work in a 24x7 environment, including night shifts, weekends, and Indian public holidays, as required by business needs.

Hours 45

Job Posting Closing Date: 19/08/2026

Experience Level Mid Level