Customer Service & Operations Unit Leader, AVP
NatWest Group (company site, opens in a new tab)12+ yrsBengaluruOn-siteDirect career pageEst. 20–35 LPA
Posted on 15 Sept
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Job description
Structured overview of role & requirements
About This Role
- Lead and manage a telephony team to deliver outstanding customer service and meet new business targets including sales appointments, telephony sales, and new business income.
- Coach and develop team capabilities through observation, feedback, and targeted campaign planning while managing workload and optimizing data quality for telemarketing.
- Establish relationships with key business stakeholders to plan and deliver targeted telemarketing campaigns and contribute directly by making customer calls to understand and resolve customer needs.
Minimum Requirements
- Minimum 12 years of overall experience with at least 3 years in team management within the Financial Crime domain.
- Experience managing teams involved in Customer Due Diligence (CDD), Enhanced Due Diligence (EDD), and Third-Party Due Diligence (TDD) for complex entities.
- Strong understanding of Financial Crime, KYC, AML, and Due Diligence processes required.
- Work Experience Required: 12+ years overall, 3+ years team management in Financial Crime; Notice Period: Not explicitly mentioned in the JD.
Ideal Candidate Profile
- Experienced leader with proven ability to manage telephony teams to generate and close sales leads and achieve stretching targets in a business-to-business environment.
- Demonstrates strategic oversight through effective planning and management of telemarketing campaigns and team workload.
- Comfortable leading by example through direct customer engagement and skilled at building strong stakeholder relationships to influence business outcomes.