Customer Service & Operations Delivery Manager

Natwest Digitalx; Gurugram District; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Natwest Digitalx is seeking a Customer Service Operations Delivery Manager to lead AML/KYC governance and regulatory compliance within our operations. You will translate business requirements into functional designs, develop necessary documentation, and manage stakeholder relationships across the bank.

You will oversee end-to-end delivery, collaborate with technology partners to improve systems, produce policy reports and MI, and help shape architecture, processes and controls while aligning to

Qualifications

• Minimum 6 years of experience in AML, CDD and KYC.
• Strong understanding of regulatory requirements and risk-based decision making in AML/KYC.
• Professional certifications in AML, CDD or related financial crime disciplines (e.g., ACAMS, ICA) are a plus.
• Knowledge of internal controls, governance and regulatory frameworks.

Responsibilities

• Provide expertise on regulatory, system, process, product or customer proposition impacts on the operation.
• Analyse operating model changes and recommend procedures; support business system changes and documentation.
• Collaborate with internal and external stakeholders to ensure delivery aligns with customer and business needs.
• Drive system improvements with technology partners and resolve defects and incidents.
• Produce policy related reports and MI to meet assurance and compliance objectives.

Skills

Supply chain leadership

Project management

Know your customer (KYC)

AML / CDD

Regulatory compliance

Policy interpretation

Business architecture

Technology governance

Stakeholder management

Regulatory frameworks

Job description

Job Summary

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

Responsibilities

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