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Customer Service

3 months ago

Edinburgh, Edinburgh, United Kingdom NatWest Group Full time
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 the United Kingdom and as such all normal working days must be carried out in the United Kingdom.

Join us as a Customer Service & Operations Function Leader

  • If you have strong team leadership skills, this is a chance to take on a role with high levels of responsibility and exposure to internal and external stakeholders
  • Joining us in Lending Operations, you'll lead your function to achieve their KPIs and SLAs, delivering successful and appropriate customer and business outcomes
  • Through great leadership, you'll drive improvements in productivity, efficiency and service performance by leading, coaching, inspiring and developing the skills of your people

What you'll do:


As a Customer Service & Operations Function Leader, you'll be leading your team to success with strong people and resource management.

You'll maintain a focus on optimising capacity, reducing costs, and increasing productivity while reducing operational losses and operational errors.

We'll also look to you to maintain effective relationships with internal and external stakeholders, engaging and influencing them for efficiency gains, and keeping them up to date with any changes.


You'll also be:

  • Making sure that a training plan is in place and that everyone has appropriate accreditation
  • Managing risk, developing, and delivering continuous improvement and driving the strategic direction of the function
  • Taking the lead in defining performance indicators, measurements, and the reporting of critical MI to enable the right decision making
  • Overseeing KPIs and taking actions to make sure that the unit maintains healthy matrices
  • Achieving financial targets and efficiency gains through process improvement initiatives

The skills you'll need:


We're looking for someone with experience in an operations environment and strong people and project management skills, with the ability to successfully engage and motivate teams to succeed.

Alongside this, you'll have a good understanding of people processes and policies.

You'll also need:

  • An understanding of the industry and its customers
  • An understanding of productivity and workforce management metrics
  • An awareness of agile ways of working
  • An understanding of risk, compliance and legal issues that may arise
  • A thorough understanding of products, processes, and relevant banking systems