Customer Service & Operations Delivery Manager

Closing date for applications: 03/08/2026 Location Gurugram, India Job typePermanent | Contract typeFull Time #R-00282056 Job description 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 and Operations Delivery Manager Take this opportunity to work in Private Banking Wealth Management (PBWM) and make a positive impact to our customers and colleagues Youll be actively participating in initiatives to improve customer service, processes and procedures while honing your analytical skills In this role, youll manage key stakeholder relationships, grow your network and position yourself to meaningful career advancement in a fast-paced environment We're offering this role at associate level What youll do As a Customer Service and Operations Delivery Manager, youll bring expert insight into how regulatory, system, process, product or customer-proposition changes impact your operation. Youll analyse how shifts in the operating model affect procedures, turning that insight into clear recommendations, hands-on business system support and well-managed communication across the organisation. Working closely with colleagues across the bank, youll make sure delivery stays tightly aligned with operational requirements and always focused on what our customers and the business need most. Youll be responsible for: Producing clear, accurate policy-related reports and MI to make sure assurance and compliance objectives are met Keeping accurate records of day-to-day operations, logging incidents and identifying trends Driving team performance across workflows delivered within Private Bank operations Measuring team delivery against KPIs and service level agreements Supporting the teams personal development and building long-term capability Reviewing manual or ineffective processes which could be automated or enhanced Acting as an internal consultant to shape effective standards, processes and controls Managing key controls and contributing to the maintenance of robust business continuity plans The skills you'll need Bring your experience in banking or loan-process operations within Private Banking, along with a solid understanding of best-in-class practices, to this crucial role in PBWM. Through your insight into the Private Banking sector, youll anticipate clients needs and help shape a more seamless customer experience. Well look to you to assess complex situations, collaborate effectively across teams, and adapt quickly as priorities shift. Youll draw on your knowledge and experience to make informed decisions that protect customers and support our business objectives. Youll also bring: Strong knowledge of operations, process management and related products A clear understanding of internal and external regulatory frameworks A good grasp of the Private Banking industry and its customers Thorough familiarity with banking products, processes and systems Welcome to our Gurugram hub Spanning 437,000 sq. ft., our campus in Gurugram features two state-of-the-art towers 1A and 2A at the Candor TechSpace in Sector 21. Key facts: Surrounded by 28 acres Space for 4,100 colleagues Opened in 2010