Customer Service & Operations Unit Leader, VP

Join us as a Customer Service & Operations Unit Leader

• If you have strong team leadership experience, this is a chance to take on a role with responsibility and exposure to internal and external stakeholders
• We’ll look to you to deliver all team activities in accordance with approved procedures, while utilising resources optimally, reducing costs and increasing productivity
• You'll deliver improvements in process and customer experience by reducing hand-offs, and increasing straight through processing by automation or other means
• We're offering this role at vice president level

What you'll do

As a Customer Service & Operations Unit Leader, you’ll be delivering successful customer and business outcomes by making sure that your unit is efficiently planned. We’ll look to you to focus on optimising capacity and managing operational escalations, disputes and risks. You’ll be working to really understand what our customers need, by actively reviewing KPIs and helping the team to identify trends and address areas of improvement.

Your responsibilities will include:

• Leading process re-engineering and automation initiatives, collaborating with our support functions to do so
• Ensuring the engagement and development of colleagues, making sure that a plan in place for training and accreditation
• Approving and maintaining up-to-date process documents, contributing to and leading the definition of performance indicators, measurement and the reporting of critical MI to enable the right decision making
• Delivering cost effective measures within the team and contributing to simplifying the bank

The skills you'll need

We’re looking for someone with financial services skills and experience, with an understanding of the industry and customers. Alongside this, you’ll have an understanding of people processes and policies. It’ll be an advantage if you have certifications like CAMS, ICA or similar.

You’ll also need:

• Minimum 15 years of leadership experience in team management roles with at least three years of expertise in managing Financial Crime operations
• Proven experience in managing operations teams within CDD Remediations, with oversight of CDD, EDD, and TDD reviews for complex entity types
• Strong subject-matter knowledge of KYC or CDD frameworks, risk assessment, and regulatory compliance requirements
• Demonstrated ability to lead high-performing teams, handle complex cases, and drive operational excellence

Hours

Job Posting Closing Date: