Customer Service and Operations Delivery Manager

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

Job summary

NatWest Group in India seeks a Customer Service & Operations Delivery Manager at associate level to drive strategic platform deployments and translate business requirements into functional designs. You will manage relationships with stakeholders and work across the bank to ensure delivery aligns with customer and business needs.

You will lead regulatory, system, process and product impacts on operations, writing business requirements and helping create documentation and business cases.

Qualifications

• Minimum 6 years of experience in AML, CDD and KYC with strong know‑your‑customer expertise.
• Strong understanding of regulatory requirements and risk‑based decision making within AML/KYC frameworks.
• Professional certifications in AML, CDD or related financial crime disciplines are a plus (e.g., ACAMS, ICA).
• Understanding of business specialist systems and operations, process management and product knowledge.
• Ability to develop business and technical architectures and demonstrate governance.
• Experience coordinating with internal and external stakeholders to ensure regulatory compliance.

Responsibilities

• Support technology partners to drive system improvements and resolve defects and incidents.
• Assist with policy reports and MI to meet assurance and compliance objectives.
• Provide knowledge to enable architecture, business processes, tech and data solution design.
• Act as an internal consultant to uphold standards, processes and controls.
• Manage key controls and assist in maintaining business continuity plans.

Skills

Supply chain leadership

Project management

Regulatory knowledge

Knowledge of KYC/AML/CDD

Stakeholder communication

Architecture design principles

Education

ACAMS certification

ICA certification

Job description

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.

What you'll do

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.

Your responsibilities will include:

• 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

The skills you'll need

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

Hours 45

Job Posting Closing Date: 08/11/2026

Experience Level Mid Level