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
- Influence key decisions by bringing your strong team leadership skills to a role offering high levels of responsibility and exposure to internal and external stakeholders
- Lead the business management and climate function of property services team and work to achieve their KPIs and SLAs, delivering successful and appropriate customer and business outcomes
- Drive improvements in productivity, efficiency, and service performance through coaching, inspiring, and developing the skills of your people
- We're offering this role at vice president level
As a Customer Service & Operations Function Leader, you’ll play an integral role in supporting the delivery of the Own Operations Climate Programme while helping to shape climate and sustainability initiatives for Property Services in India. Working closely with key stakeholders, you’ll ensure accurate, timely, and audit-ready reporting of Scope 1, 2, and 3 emissions, while identifying opportunities for decarbonisation, supporting NatWest Group’s public climate commitments, and driving these through to delivery. You’ll collaborate with stakeholders to support net zero commitments and optimise the business travel operator model to ensure it is fit for purpose, reflects regional requirements, and enables effective reduction of travel-related emissions, including when commuting and home working. You’ll also stay informed on India’s Net Zero policy landscape to identify opportunities and develop and implement communications for colleagues and stakeholders.
In this role, you’ll drive efficient use of resources by reducing costs, increasing productivity, and minimising operational losses and errors, while contributing to performance indicators and reporting of critical management information (MI) for effective decision-making. You’ll maintain oversight of KPIs, take remedial actions, implement and monitor effective controls to mitigate errors, and deliver financial and efficiency targets through process improvements. Moreover, you’ll build strong stakeholder relationships to drive change and foster a culture of continuous improvement through leadership, coaching, engagement, and skills development.
In addition, you’ll be:
- Driving initiatives to simplify processes, eliminate rework, deliver right first-time output, and reduce exceptions
- Effectively contributing towards global change and transformation programmes, and leading and participating in local and global projects
- Preparing and submitting MI and incident reports, with action plans to address identified risk areas
- Reviewing and renewing exceptions to policy, following up with stakeholders, and supporting teams to eradicate manual controls
- Making sure that process documents are duly approved, maintained, and kept up to date
- Implementing plans to deliver effective training and accreditation
- Overseeing health and safety aspects of the workplace to ensure the right work environment is provided to all our people
We’re looking for someone with a proven track record of delivering successful and appropriate customer and business outcomes, who can lead the function to achieve KPIs and SLAs, optimise capacity, manage risk, drive continuous improvement, and shape the strategic direction of the function. This includes previous property services experience in a leadership role, with strong knowledge of best-in-class practices and processes, as well as emerging ideas in the industry, and a thorough understanding of the property function within the banking industry, with knowledge of products, processes, and relevant systems.
To succeed in this role, you’ll also need experience working on sustainability-related activities in property functions, including strategy development and climate reporting, ensuring alignment with evolving industry standards and organisational priorities.
In addition, you’ll need:
- A background in working with risk, compliance, and legal issues across different jurisdictions
- Experience working in a financial services environment
- Experience managing the health and safety aspects of office environment
- Knowledge of the property and facility industry and customers
- Strong people management skills
- An understanding of people processes and policies
- Ideally, a relevant professional qualification
