Customer Service & Operations Unit Leader, AVP

NatWest Group; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

NatWest Group is seeking an experienced Customer Service & Operations Unit Leader in Bengaluru to lead a telemarketing, telesales and retention team, driving outbound and inbound service excellence. You will coach staff, identify customer needs, and deliver fit-for-purpose solutions while meeting revenue targets.

The role emphasizes leadership in a Financial Crime domain with exposure to CDD/EDD/TDD investigations, and the ability to manage cross-functional campaigns and stakeholder

Qualifications

• Minimum 12 years experience with at least 3 years in people management within the Financial Crime domain.
• Experience managing teams responsible for CDD, EDD and TDD investigations across diverse entity types.
• Professional certifications in CDD or AML would be preferred.
• Experience planning and delivering targeted telemarketing campaigns.

Responsibilities

• Lead and manage the team to deliver against targets for sales appointments, telephony sales and new business income.
• Develop capability through coaching, feedback and observations.
• Establish strong relationships with key stakeholders to plan and deliver targeted campaigns.
• Analyse team results to optimise data quality for campaigns and drive performance.

Skills

People management

Leadership

Coaching

Customer focus

Communication

Time management

Education

AML/CDD 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
• We’ll 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
• You’ll 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, you’ll be making sure that customer needs and priorities are identified by the team to ensure appropriate services are offered during customer calls. You’ll 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 planner
• Analysing the results of the team to make sure that data quality utilised for telemarketing campaigns is optimised
• Providing effective planning and management of your team’s workload

The skills you'll need

We’re looking for someone with strong people management, leadership and coaching skills with the ability to deliver through people. You’ll 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.

You’ll 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