Customer Service

3 days ago

Gurugram, India NatWest Group Full time

Job Description

Join us as a Customer Service & Operations Unit Leader

- This is a great platform to advance your career and showcase your extensive leadership skills
- You'll be leading the people in your unit to deliver outstanding customer experiences and successful business outcomes
- You can expect to enjoy an engaging and fast-paced environment, as well as considerable stakeholder interaction
- We're offering this role at vice president level

What you'll do

You'll be overseeing the smooth running of your unit, creating and embedding a high performing culture of customer service, driven by a passion for exceeding customers expectations. We'll look to you to make sure that your teams have the tools and knowledge to meet customer needs, and you'll be implementing continuous improvement activity initiatives that improve efficiency across the business.

Additionally, you'll be:

- Translating and implementing high level strategic plans into a series of achievable goals, objectives and priorities
- Driving the delivery of an outstanding customer experience and proactively improving service and sales figures through effective performance management
- Providing real-time support to our contact centres, identifying barriers to performance, managing improvements and sharing best practice
- Managing the relationship between your unit and other business areas, making sure that business impacting incidents are dealt with in a timely manner and cause minimal disruption

The skills you'll need

To join us in this role, you'll need extensive leadership experience and a proven ability to deliver outstanding results through others. We'll be looking for excellent communication and interpersonal skills and crucially, a strong customer focus and experience in customer service delivery techniques.

We'll also be looking for you to demonstrate:

- Prior experience in complaints and understanding of end to end of the complaints journey
- The ability to identify operational inefficiencies and provide practical solutions
- Good understanding of digital transformation drivers, emerging technologies and their role in reimagining customer experience
- Experience in fostering agile and high performance culture that embraces innovation, transformation and continuous improvement
- The ability for cross functional influence and stakeholder engagement to deliver common transformational goals
- The ability to anticipate transformation risks and ensure alignment with regulatory and governance frameworks

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