Operations Manager - Vice President Level

NatWest Group; Gurugram District; On-site; INR 3,500,000 - 7,000,000; Full time

Job summary

NatWest Group seeks a VP-level Operations Manager to drive end-to-end colleague lifecycle improvements, optimize service delivery and governance. You will shape smarter services, embed customer feedback and deliver meaningful change across processes from onboarding to departure.

You’ll lead planning, risk management and a data-led approach to identify opportunities, coordinating across teams and external partners to deliver sustained performance.

Qualifications

• Experience delivering business operations, service management or programme support in a complex organisation.
• Strong portfolio management and governance capabilities.
• Proven ability to drive continuous improvement and embed sustainable change.

Responsibilities

• Drive end-to-end colleague lifecycle improvements and service enhancements.
• Provide timely insight and recommendations to inform operational and prioritisation decisions.
• Lead engagement with stakeholders and partners to land changes effectively.
• Manage change backlog, delivery plans and communications strategy.

Skills

Stakeholder management

Analytical thinking

Planning & governance

Change management

Decision making

Communication

Tools

Workday

ServiceNow

Job description

Operations Manager, VP

Join us as an Operations Manager Drive operational performance through effective planning, governance and stakeholder management, making sure the function delivers against priorities, manages risk effectively and continuously improves

You’ll improve operational service delivery performance by embedding voice of customer feedback, driving continuous improvement across our core colleague lifecycle processes Working collaboratively across the four service capabilities, you’ll proactively identify service enhancements and deliver seamless experiences for our colleagues We're offering this role at vice president level

What you’ll do

Be the driving force behind improving the colleague experience, shaping smarter services and delivering meaningful change across the end-to-end colleague lifecycle. In this pivotal role, you’ll be accountable for driving and delivering service improvement across the end-to-end colleague lifecycle from the point at which a colleague onboards to the point they leave the bank.

You’ll also be:

• Managing a small change backlog, delivery plan and define an engaging comms strategy to seamlessly land enhancements with the business Providing leaders with timely insight, analysis, options and recommendations to support operational, investment and prioritisation decisions Leveraging colleague feedback, service insights and journey performance data to improve services and enhance experiences across the colleague lifecycle

The skills you'll need

We're looking for an Operations Manager with experience delivering business operations, service management, operational delivery or programme support within a complex organisation. You’ll bring a strong understanding of portfolio management, operational governance, service management, continuous improvement, resource planning and business operations, enabling effective delivery, informed decision-making and sustainable business performance. You’ll also bring strong stakeholder management and influencing skills, with the ability to build productive relationships across teams, functions and external partners. You’ll demonstrate: The ability to manage competing priorities, stakeholders, suppliers, risks and dependencies while delivering against agreed objectives A track record of implementing operational improvements and embedding sustainable change into business-as-usual activities Strong supplier management capability, including service reviews, performance oversight and relationship management within a controlled environment Strong analytical skills, with experience interpreting operational, financial and service performance data to inform decisions and identify improvement opportunities Deep expertise in Workday colleague lifecycle processes and their application across the employee journey Experience designing and implementing ServiceNow processes Deep expertise in service blueprinting and process design

You’ll demonstrate:

• The ability to manage competing priorities, stakeholders, suppliers, risks and dependencies while delivering against agreed objectives
• A track record of implementing operational improvements and embedding sustainable change into business-as-usual activities
• Strong supplier management capability, including service reviews, performance oversight and relationship management within a controlled environment
• Strong analytical skills, with experience interpreting operational, financial and service performance data to inform decisions and identify improvement opportunities
• Deep expertise in Workday colleague lifecycle processes and their application across the employee journey
• Experience designing and implementing ServiceNow processes
• Deep expertise in service blueprinting and process design

Hours 45

Job Posting Closing Date: 02/10/2026

Experience Level Executive Level