Customer Service & Operations Delivery Manager

Closing date for applications: 03/08/2026

Location Gurugram, India

Job typePermanent | Contract typeFull Time

#R-00282056

Job description

This role is based in India and as such all normal working days must be carried out in India.

Join us as a Customer Service and Operations Delivery Manager

Take this opportunity to work in Private Banking Wealth Management (PBWM) and make a positive impact to our customers and colleagues

You’ll be actively participating in initiatives to improve customer service, processes and procedures while honing your analytical skills

In this role, you’ll manage key stakeholder relationships, grow your network and position yourself to meaningful career advancement in a fast-paced environment

We're offering this role at associate level

What you’ll do

As a Customer Service and Operations Delivery Manager, you’ll bring expert insight into how regulatory, system, process, product or customer-proposition changes impact your operation. You’ll analyse how shifts in the operating model affect procedures, turning that insight into clear recommendations, hands-on business system support and well-managed communication across the organisation. Working closely with colleagues across the bank, you’ll make sure delivery stays tightly aligned with operational requirements and always focused on what our customers and the business need most.

You’ll be responsible for:

Producing clear, accurate policy-related reports and MI to make sure assurance and compliance objectives are met

Keeping accurate records of day-to-day operations, logging incidents and identifying trends

Driving team performance across workflows delivered within Private Bank operations

Measuring team delivery against KPIs and service level agreements

Supporting the team’s personal development and building long-term capability

Reviewing manual or ineffective processes which could be automated or enhanced

Acting as an internal consultant to shape effective standards, processes and controls

Managing key controls and contributing to the maintenance of robust business continuity plans

The skills you'll need

Bring your experience in banking or loan-process operations within Private Banking, along with a solid understanding of best-in-class practices, to this crucial role in PBWM. Through your insight into the Private Banking sector, you’ll anticipate clients’ needs and help shape a more seamless customer experience.

We’ll look to you to assess complex situations, collaborate effectively across teams, and adapt quickly as priorities shift. You’ll draw on your knowledge and experience to make informed decisions that protect customers and support our business objectives.

You’ll also bring:

Strong knowledge of operations, process management and related products

A clear understanding of internal and external regulatory frameworks

A good grasp of the Private Banking industry and its customers

Thorough familiarity with banking products, processes and systems

Welcome to our Gurugram hub

Spanning 437,000 sq. ft., our campus in Gurugram features two state-of-the-art towers – 1A and 2A at the Candor TechSpace in Sector 21.

Key facts:

Surrounded by 28 acres

Space for 4,100 colleagues

Opened in 2010