Customer Service and Operations Unit Leader

Customer Service & Operations Unit Leader, VP

Join us as a Customer Service and Operations Unit Leader

• This role offers significant stakeholder exposure while supporting Private Banking Wealth Management (PBWM) Operations India, providing a strong platform for career advancement in PBWM
• Bring your expertise on process, product and customer-proposition matters that impact banking and loan-processing operations in this fast-paced environment
• You’ll showcase your leadership skills as you empower and motivate your unit to deliver exceptional customer experiences and strong business outcomes
• We are offering this role at Vice President level

What you’ll do

As a Customer Service and Operations Unit Leader, you’ll oversee the smooth running of your unit, building and sustaining a high-performing, customer-obsessed culture driven by a genuine passion for exceeding customer expectations. You’ll secure consistent levels of service across the function’s businesses, taking ownership of key risks to strengthen and grow the operation while deliver outstanding customer experiences.

We'll also look to you to partner with internal and external teams, helping drive a strong sustainability focus throughout the business and supporting the delivery of meaningful, lasting change.

Day-to-day, you’ll be:

• Translating and implementing high-level strategic plans into clear, achievable goals, priorities and objectives
• Driving the delivery of an outstanding customer experience by proactively improving service and sales figures through effective performance management
• Managing relationships between your unit and other business areas, making sure business-impacting incidents are resolved quickly and with minimal disruption
• Measuring and driving functional and colleague performance to recognise success and identify and development needs
• Proactively identifying performance barriers and leading improvement initiatives, sharing best practices, and coordinating resource across the business to maximise efficiency

The skills you'll need

To join us in this role, you’ll need extensive leadership experience and a strong track record of enabling your teams to deliver exceptional results. We’ll need you to bring strong communication, interpersonal and people-management skills that inspire high performance and build trust across your team. You’ll also have experience leading and implementing change, managing projects effectively, and guiding colleagues through transformation with clarity and purpose.

You’ll demonstrate:

• A strong customer focus, supported by experience in delivering high-quality customer service
• The ability to thrive in a fast-paced environment and manage multiple challenges at once
• Skill in identifying operational inefficiencies and developing practical solutions
• A solid understanding of the banking and loan-processing operations environment, including its components, roles, and performance metrics

Hours

45

Job Posting Closing Date:

20/04/2026

Experience Level

Senior Level