Customer Service

5 months ago

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 Unit Leader, Special Interest Clients
- Joining the Special Interest Clients Quality Assurance team, we’ll look to you to make sure the team is efficiently planned and operating at its optimum capacity
- This is an opportunity to be at the forefront of protecting our customers and the bank
- You’ll be well positioned to advance your career in this fast-paced role
- This role is available for a period of 12 months

**What you'll do**:
You’ll be specialising in anti-money laundering (AML) to manage related operational escalations, disputes and risks, and lead process re-engineering and automation initiatives. As an AML specialist, you’ll lead your special interest clients team to protect our customers and enhance their experience by identifying trends and addressing areas of improvement.

You’ll maximise efficiency by collaborating with support functions and continuing to make sure your unit is engaged and consistently developing professionally. We’ll also look to you to approve and maintain process documents to help define performance indicators, measure and report MI and enable the right decision making.

Additionally, you’ll be:

- Driving your team to detect and prevent financial crime risks to ensure the bank and our customers are protected through quality assurance reviews
- Optimally using resources to reduce costs and increase productivity
- Developing and executing a plan for effective training and accreditation, and understanding and driving the performance of your unit
- Using data insights to drive change activity, and leading and participating in local and global projects
- Building a culture of continuous improvement, leading by example to deliver innovative and cost-effective solutions to enhance our performance and customer experience
- Enhancing the risk culture in your unit with a focus on proactive, end-to-end risk

**The skills you'll need**:
You’ll need to have knowledge and experience of working in an AML environment, with knowledge of financial services. Strong people management skills are a must, along with the ability to drive, coach and motivate others to succeed.

We’ll also look for you to have:

- An understanding of the industry and our special interest clients
- Knowledge of AML and financial products, processes and banking systems
- A background in risk, compliance and legal issues in different jurisdictions
- An understanding of people processes and policies

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