Customer Service & Operations Unit leader, AVP

Lead the Customer Service & Operations unit to operate at optimum capacity, ensuring efficient planning and resource utilisation to reduce costs and increase productivity.

Own and approve process documents, define and measure performance indicators, and report management information to support decision making.

Drive continuous improvement and change initiatives using data insights, Lean/Six Sigma, and lead local/global projects to enhance customer experience and risk culture.

Experience in financial services environment required.

Strong people management skills with ability to coach and motivate teams.

Knowledge of financial products, banking systems, risk, compliance, and legal issues across jurisdictions.

Work Experience Required: Not explicitly mentioned in the JD.

Experienced leader capable of managing operational excellence and strategic transformation in customer service or operations within financial services.

Familiar with process optimisation tools like Lean/Six Sigma and skilled in workforce planning, governance, performance analytics, and continuous improvement.

Able to engage with stakeholders across multiple functions and geographies to drive change and foster a proactive risk culture.