Customer Service & 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 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
  

What you'll do
As a Customer Service & Operations Lead, you'll oversee the end-to-end service delivery for our 24/7 digital chat operations, ensuring exceptional performance through close collaboration with technology teams, business partners, and process owners. You'll also drive solutions for evolving customer needs and maintain high standards of delivery to achieve strong customer satisfaction metrics such as net promoter score (NPS) and first-contact resolution. Moreover, you'll lead the integration of innovative digital technologies into existing operations while managing risk and aligning with strategic goals.