Customer Service & Operations Unit Leader, AVP

Natwest Digitalx; Bengaluru; On-site; INR 1,500,000 - 2,100,000; Full time

Job summary

Natwest Digitalx in Bengaluru is seeking a Customer Service Operations Unit Leader at AVP level to lead a telephony driven team. You will coach staff, drive sales appointments, telephony sales, and new business income while delivering outstanding service to clients and prospects.

You'll develop campaigns, coordinate with stakeholders, manage workloads, ensure data quality, and demonstrate strong people management and customer focus in a fast paced financial services environment.

Qualifications

• Minimum of 12 years experience, including at least 3 years of people management within the Financial Crime domain.
• Proven experience in managing teams responsible for complex CDD, EDD and TDD investigations.
• Professional certifications in CDD or AML would be preferred.
• Experience of planning and delivering targeted telemarketing campaigns.
• The ability to lead by example through calls to customers to identify and understand their needs and recommend appropriate solutions.
• An excellent customer focus and the proven ability to exceed customer expectations.
• Strong interpersonal and communication skills.
• The ability to develop effective working relationships with colleagues and stakeholders.
• Good time management, planning and organisational skills.

Responsibilities

• Lead and coach the team to deliver against targets including sales appointments booked, telephony sales and new business income.
• Identify and understand customer needs during calls and deliver fit-for-purpose solutions.
• Build trust and sustainable value for customers and colleagues.
• Develop team capability through observations, feedback and coaching.
• Establish effective relationships with key stakeholders to plan and deliver targeted telemarketing campaigns.
• Develop and maintain a telemarketing campaign planner; analyse results and ensure data quality for campaigns.
• Plan and manage your team's workload.

Skills

People management

Leadership

Coaching

Telephony team management

Customer focus

Interpersonal communication

Stakeholder management

Time management

Planning & organizing

Education

CDD/AML certifications

Job description

Join us as a Customer Service Operations Unit Leader

• If you have strong team leadership experience, this is a chance to lead, manage and coach a team to deliver outstanding customer service through telemarketing, telesales and retention activities
• Well look to you to lead by example by making customer calls to identify and understand customer needs and help them by delivering solutions that are fit for purpose
• Youll be recognised for delivering a first class outbound and inbound telephony and digital service to our prospective customers and existing customers
• We're offering this role at associate vice president level

What you'll do

As a Customer Service Operations Unit Leader, youll be making sure that customer needs and priorities are identified by the team to ensure appropriate services are offered during customer calls. Youll lead and manage the team to deliver against new business targets including sales appointments booked, telephony sales made and new business income, while encouraging them to work together to build trust and long term sustainable value for our customers and colleagues.

Your other responsibilities will include:

• Developing the capability of your team through observations, feedback and coaching
• Establishing effective working relationships with key stakeholders within the business and the broader bank to plan and deliver targeted telemarketing campaigns
• Developing and maintaining a forward looking telemarketing campaign plannerAnalysing the results of the team to make sure that data quality utilised for telemarketing campaigns is optimised
• Providing effective planning and management of your teams workload

The skills you'll need

Were looking for someone with strong people management, leadership and coaching skills with the ability to deliver through people. Youll have experience of managing telephony teams to generate and close sales leads, achieve stretching targets and deliver sales through service, preferably in a business-to-business environment.

Youll also need:

• Minimum of 12 years experience, including at least 3 years of people management experience within the Financial Crime domain
• Proven experience in managing teams responsible for complex CDD, EDD and TDD investigations, covering a range of complex entity types
• Professional certifications in CDD or AML would be preferred
• Experience of planning and delivering targeted telemarketing campaigns
• The ability to lead by example through calls to customers to identify and understand their needs and recommend appropriate solutions
• An excellent customer focus and the proven ability to exceed customer expectations
• Strong interpersonal and communication skills
• The ability to develop effective working relationships with colleagues and stakeholders
• Good time management, planning and organisational skills

Hours: 45