Customer Service and Operations Unit Leader

Customer Service & Operations Unit Leader, AVP

Join us as a Customer Service & Operations Unit Leader

• If you have strong team leadership experience, this is a chance to lead, manage and coach a team to deliver outstanding customer service
• You’ll be actively participating in initiatives to transform operations to digital operations through simplification and digitalization initiatives
• You’ll be managing relationships with stakeholders, allowing you to expand and develop your network
• We're offering this role at associate vice president level

What you'll do

As a Customer Service & Operations Unit Leader, you’ll be making sure that customer needs and priorities are identified by the team to ensure appropriate services are offered. You’ll lead and manage the KYC and onboarding team for retail customers.

Your other responsibilities will include:

• Developing the capability of your team through observations, feedback and coaching
• Establishing effective working relationships with key stakeholders within the business and the broader bank to plan and deliver campaigns
• Providing effective planning and management of your team’s workload
• Support personal development of the team and build capability
• Reviewing manual or ineffective processes which could be automated or enhanced

The skills you'll need

We’re looking for someone with strong people management, leadership and coaching skills with the ability to deliver through people. You should have experience of managing operations teams to make a positive impact to our customers and colleagues, as you deliver brilliant customer and business outcomes

You’ll also need:

• Experience of planning and delivering campaigns
• Good knowledge of KYC and onboarding documentation, process management and products
• An excellent customer focus and the proven ability to exceed customer expectations
• Strong interpersonal and communication skills
• The ability to develop effective working relationships with colleagues and stakeholders
• Good time management, planning and organisational skills

Hours

45

Job Posting Closing Date:

21/04/2026

Experience Level

Senior Level