Leading knowledge design, execution, and support for the domain, while monitoring and reviewing solution implementation processes to ensure effectiveness
Defining performance indicators, setting measurement standards, and reporting critical management information (MI) to support informed decision making
Producing and maintaining an effective training and accreditation plan
Monitoring key performance indicators (KPIs) and taking actions to make sure that the unit maintains strong performance metrics
Ensure change is embedded safely, with minimal customer and operational disruption.
Driving financial targets and improving efficiency through process improvement initiatives
The skills you'll need
We're looking for someone with strong people management skills, with the ability to inspire, engage, and motivate teams to succeed. You must also have a good understanding of people processes and policies.
In addition, you'll need to be:
A curious, proactive, and forward-thinking professional ready to embrace challenges
A graduate from a reputable university
Experienced in the banking, financial services, or consultancy industry
Experienced in leading large, diverse teams across multiple locations and functions
Hours
45
Job Posting Closing Date:
07/06/2026
Additional Information
Join us as a Customer Service & Operations Lead
In this crucial role, you'll actively lead and manage the operations of our digital chat function, making sure that it meets both customer and organisational banking needs
If you're highly motivated, agile, and curious, this is your opportunity to manage large teams and drive transformation in our operations using digital solutions & analytics
We are offering this role at director level
Royal Bank Of Scotland · Gurugram, India