Head of Operations, Director

RBS; Gurugram District; On-site; INR 3,000,000 - 6,000,000; Full time

Job summary

RBS is seeking a Head of Operations at director level in India to lead the Customer Service & Operations Unit. You will drive performance, budgeting, and service improvements, coaching teams to achieve targets and deliver cost-effective measures.

You will oversee capacity planning, escalations, and risk management while aligning processes with regulatory requirements and stakeholder needs. The role emphasizes transformation and continuous improvement across the operation.

Qualifications

• 20 years of extensive experience in retail or private banking.
• Ability to review processes with an analytical mind-set and focus on continuous improvement.
• Experience leading large-scale change and UK-to-India operational transitions.
• Strong regulatory knowledge of FCA, Consumer Duty, CASS, risk and governance frameworks.

Responsibilities

• Overseeing process re-engineering and automation initiatives with support functions.
• Drive engagement and development of colleagues with training and accreditation plans.
• Ensure SLAs are achieved, optimize resources and reduce costs where possible.
• Develop and maintain up-to-date process documents to define KPIs and critical MI reporting.

Skills

Leadership experience

Process improvement

Automation

Regulatory knowledge

Stakeholder management

Job description

Join us as Head of Operations

• Take on a high profile role, where you’ll be taking charge of your unit’s successes and achievements
• We’ll look to you to understand and drive the performance of the team, with solid budgeting and financial management of targets
• You’ll drive improvements in productivity, efficiency and service performance by coaching, inspiring and developing your people
• We’re offering this role at director level

What you’ll do

As a Customer Service & Operations Unit Leader, be leading successful customer and business outcomes by making sure that your unit is efficiently planned. We’ll look to you to focus on optimising capacity and managing operational escalations, disputes and risks. You’ll be working to really understand what our customers need, by actively reviewing performance targets and driving the team to identify trends and address areas of improvement.

Your responsibilities will include:

• Overseeing process re-engineering and automation initiatives, collaborating with support functions to do so
• Driving the engagement and development of colleagues, making sure that a plan is in place for training and accreditation
• Making sure that SLAs are achieved, using resources optimally and reducing costs where possible
• Developing and maintaining up-to-date process documents, to define KPIs, measurements and the reporting of critical MI to enable the right decision making
• Delivering cost effective measures within the team and contribute to simplifying the organisation

The skills you’ll need

We’re looking for someone with 20 Years of extensive experience in retail Banking or Private Banking, with the ability to successfully engage and motivate teams to success. Alongside this, you’ll have a strong understanding of people processes and policies. We’ll also expect you to have the ability to review processes with an analytical mind-set and maintain a focus on continuous improvement.

You’ll also need:

• Leadership experience scaling operations, setting up hubs, and managing transitions
• Transformation expertise in process improvement, automation, and operational excellence
• Strong regulatory knowledge of FCA, Consumer Duty, CASS, risk, and governance frameworks
• Proven stakeholder management with experience leading large-scale change and UK-to-India operational transitions
• A solid understanding of risk, compliance and legal issues in different jurisdictions

Hours

45

Job Posting Closing Date:

03/08/2026