Customer Service & Operations Delivery Manager

Royal Bank of Scotland; Gurugram District; Remote; INR 900,000 - 1,500,000; Full time

Job summary

Royal Bank of Scotland in India seeks a Customer Service & Operations Delivery Manager to translate business requirements into practical designs and to manage stakeholder communications for strategic platform deployments.

The associate-level role requires strong AML/KYC and regulatory knowledge, leadership in operations, and the ability to collaborate across the bank to ensure compliant, efficient delivery aligned with customer and business needs.

Qualifications

• Experience leading operations or delivery in a financial services setting.
• Knowledge of Know Your Customer (KYC) and AML processes.
• Familiarity with regulatory requirements and risk-based decision making.
• Ability to translate business requirements into practical designs and documentation.

Responsibilities

• Support technology partners to drive system improvements and resolve defects.
• Produce policy-related reports and MI to meet compliance objectives.
• Provide knowledge for design of architecture, processes, tech and data solutions.
• Act as internal consultant to enable standards, processes and controls.
• Manage key controls and support maintenance of business continuity plans.

Skills

Supply chain leadership

Project management

Regulatory compliance

KYC / AML knowledge

Stakeholder management

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