Customer Service & Operations Delivery Manager

  • Job Reference: R-00145888
  • Date Posted: 11 September 2021
  • Employer: RBS
  • Website:
  • Location: Delhi
  • Salary: On Application
  • Sector: Accounting, Banking & Financial Services
  • Job Type: Full Time

Job Description

Join us as a Customer Service & Operations Delivery Manager

  • You’ll lead the analysis of how changes to the business operating model will impact existing procedures, driving recommendations on approach
  • Day-to-day, you’ll manage complex stakeholder relationships, making sure that delivery is in-line with the operational requirements
  • You’ll be seen as a subject matter expert, giving you and your work great exposure to stakeholders across the bank

What you'll do

In this influential role, we’ll be asking you to oversee and manage key projects to deliver strategic platform deployments. You’ll act as an internal consultant and expert to enable and inform effective standards, processes and controls. You’ll also work with stakeholders across the bank to translate business requirements into functional designs, writing business requirements or business cases to create appropriate documentation.

Additionally, you’ll be:

  • Delivering successful customer and business outcomes by owning key performance indicators as specified in service level agreements, and support franchises and internal stakeholders in meeting their requirements to make the end to end process seamless
  • Leading and motivating a team of highly engaged analysts who support the client screening process and drive consistent superior quality service delivery
  • Owning, managing and supervising the risks which exist in the business area, ensuring mechanisms are in place to identify, report, manage and mitigate risk within a defined Risk Appetite, working in conjunction with the 2LOD
  • Managing the production of relevant policy related reports and MI
  • Representing the bank, division or business on specialist working parties
  • Building a work environment in which employees feel valued, involved and recognised
  • Building strong customer support relationships with functional stakeholders
  • Collaborating and influencing technology partners to drive system improvements

The skills you'll need

To join us in this role, you’ll need previous supply chain management experience in a leadership role, with strong knowledge of best in class practices and processes and emerging supply chain thinking. What’s more, you’ll have strong knowledge of relevant internal and external regulatory frameworks.

You’ll also be expected to have:

  • Excellent knowledge of operations, process management and products
  • A background in technology governance
  • The ability to develop business and technical architectures
  • Strong knowledge of and appropriate qualifications in project management