Head of Customer Service & Operations Unit India, Director

Closing date for applications: 06/08/2026

Location Gurugram, India

Job typePermanent | Contract typeFull Time

#R-00282324

Join our digital revolution in NatWest Digital X

In everything we do, we work to one aim. To make digital experiences which are effortless and secure.

So we organise ourselves around three principles: engineer, protect, and operate. We engineer simple solutions, we protect our customers, and we operate smarter.

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 & Operations Unit Leader

Take on a high profile role, where you’ll be taking charge of your unit’s successes and achievements

We’ll look to you to understand and drive the performance of the team, with solid budgeting and financial management of targets

You'll drive improvements in productivity, efficiency and service performance by coaching, inspiring and developing your people

We're offering this role at director level

What you'll do

As a Customer Service & Operations Unit Leader, be leading successful customer and business outcomes by making sure that your unit is efficiently planned. We’ll look to you to focus on optimising capacity and managing operational escalations, disputes and risks. You’ll be working to really understand what our customers need, by actively reviewing performance targets and driving the team to identify trends and address areas of improvement.

Your responsibilities will include:

Overseeing process re-engineering and automation initiatives, collaborating with support functions to do so

Driving the engagement and development of colleagues, making sure that a plan is in place for training and accreditation

Making sure that SLAs are achieved, using resources optimally and reducing costs where possible

Developing and maintaining up-to-date process documents, to define KPIs, measurements and the reporting of critical MI to enable the right decision making

Delivering cost effective measures within the team and contribute to simplifying the organisation

The skills you'll need

We’re looking for someone with 20 Years of extensive experience in retail Banking or Private Banking, with the ability to successfully engage and motivate teams to success. Alongside this, you’ll have a strong understanding of people processes and policies. We’ll also expect you to have the ability to review processes with an analytical mind-set and maintain a focus on continuous improvement.

You’ll also need:

Leadership experience scaling operations, setting up hubs, and managing transitions

Transformation expertise in process improvement, automation, and operational excellence

Strong regulatory knowledge of FCA, Consumer Duty, CASS, risk, and governance frameworks

Proven stakeholder management with experience leading large-scale change and UK-to-India operational transitions

A solid understanding of risk, compliance and legal issues in different jurisdictions

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