Customer Service & Operations Delivery Manager

NatWest Group; Gurugram District; On-site; INR 2,500,000 - 5,000,000; Full time

Job summary

NatWest Group in India seeks a Customer Service & Operations Delivery Manager to guide regulatory, system and process impacts on the operation. You will analyse how changes to the operating model affect procedures, make recommendations, provide business system support and coordinate with business stakeholders.

The role requires leadership in AML, CDD and KYC, strong knowledge of regulatory requirements, and experience in implementing governance, controls and business continuity plans.

Qualifications

• Experience leading a supply chain or operations team.
• Strong knowledge of project management methodologies.
• Deep expertise in AML, CDD and KYC processes.
• Knowledge of Know Your Customer concepts across entities.
• Understanding of regulatory requirements and risk-based decision making.

Responsibilities

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

Skills

Supply chain leadership

Project management

AML / CDD / KYC

Know Your Customer (KYC)

Regulatory compliance

Job description

Join us as a Customer Service & Operations Delivery Manager

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