Customer Service & Operations Delivery Manager

RBS; Gurugram District; On-site; INR 1,200,000 - 1,900,000; Full time

Job summary

RBS is seeking a Customer Service & Operations Delivery Manager to drive AML/KYC initiatives and align operational processes with regulatory requirements. The role involves analyzing operating model changes, producing design documentation, and managing stakeholder relationships to ensure compliant, efficient delivery.

You will work with cross-functional teams across the bank, translating business needs into compliant procedures and supporting system improvements.

Qualifications

• 6+ years of AML, CDD and KYC experience.
• Strong regulatory and policy interpretation skills.
• Certifications in AML/CDD (ACAMS/ICA) are advantageous.

Responsibilities

• Analyse how changes to the operating model will impact procedures and recommend actions.
• Translate business requirements into functional designs and create documentation.
• Manage relationships with internal and external stakeholders to expand the network.
• Collaborate with bank colleagues to ensure delivery aligns with operational requirements.
• Support technology partners to drive system improvements and resolve defects.

Skills

Supply chain leadership

Project management methodologies

Know Your Customer (KYC)

AML/CDD expertise

Regulatory knowledge

Risk-based decision-making

Financial crime certifications

Job description

Join us as a 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