Customer Service |amp| Operations Function Leader| Director

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

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 Function Leader

• If you have great team leadership skills, this is a chance to take on a role with high levels of responsibility and exposure to internal and external stakeholders

• Working in Fraud Prevention, you’ll lead your function to achieve their KPIs and SLAs, delivering successful and appropriate customer and business outcomes

• Through your excellent leadership, you'll drive improvements in productivity, efficiency and service performance by leading, coaching, inspiring and developing the skills of your people

• We're offering this role at director level

What you'll do

It’s critical that we protect our customers and communities against fraud, and you’ll play a key role in making sure we achieve this. With that said, you’ll be leading a multi-skilled Fraud Prevention function with the ability to constantly flex to emerging trends and prevent customer losses within an agreed fraud loss budget.

We'll need you to deliver operational efficiency and contribute towards the yearly financial budget, working collaboratively with key partners from across our business. You'll also increase customer satisfaction to create greater levels of advocacy and help with the promotion of our bank.

In addition, you’ll be:

• Delivering coaching on using red flag indicators and leveraging data from a range of systems to help detect fraudsters and protect our customers from financial crime

• Managing risk, developing continuous improvements and driving the strategic direction of our function

• Helping to define performance indicators and measuring and reporting critical management information to enable the right decision-making

• Working collaboratively with key partners from across our business to provide operational insights and your expertise

• Taking ownership of all aspects of landing operational business changes

The skills you'll need

We'll need you to have an understanding of people processes and policies, together with experience of people management. Alongside this, you'll need experience of leading large operational business teams.

Furthermore, you’ll need:

• A thorough understanding of products, processes and relevant banking systems

• A background of working with risk, compliance and legal issues

• Supply chain management experience in a leadership role

• A good knowledge of best-in-class practices, processes and emerging supply chain thinking