Customer Service & Operations Delivery Manager

Overview

Associate-level Customer Service & Operations Delivery Manager role supporting strategic platform deployments, translating business requirements into functional designs and managing stakeholder relationships internally and externally.

What you'll do

• Provide expertise on regulatory, system, process, product or customer proposition impacts on the operation.
• Analyse how changes to the operating model will impact procedures, make recommendations, provide business system support and manage communication with the business.
• Collaborate with colleagues across the bank to ensure delivery is in line with operational requirements and customer and business needs.
• Support technology partners to drive system improvements and the resolution of defects and incidents.
• Assist with the production of relevant policy related reports and MI to make sure that assurance and compliance objectives are met.
• Provide knowledge to the team to enable the design of architecture, business processes, tech and data solutions.
• Act as an internal consultant to enable and inform effective standards, processes and controls.
• Deliver the management of key controls and support in the maintenance of the business continuity plans.

What you'll need

• Supply chain management experience in a leadership role.
• Strong knowledge of best in class practices and processes and emerging supply chain thinking.
• Strong knowledge of and appropriate qualifications in project management methodologies.
• Knowledge of know your customer and customer due diligence, including end-to-end know your customer on all types of entities.
• Minimum 6 years of experience in AML, CDD, and KYC with strong expertise in customer due diligence and pKYC activities.
• Strong understanding of regulatory requirements, policy interpretation, and risk-based decision-making within the AML/KYC framework.
• An understanding of appropriate business specialist systems.
• Good knowledge of operations, process management and products.
• The ability to develop business and technical architectures.
• A background in technology governance.
• An understanding of internal and external regulatory frameworks.

Nice to have

• Professional certifications in AML, CDD, or related financial crime disciplines (e.g., ACAMS, ICA) will be considered as an add advantage.

Details

• Location: Gurugram.
• Shift pattern covers UK working hours.
• Hours: 45 per week.
• Job posting closing date: 08/11/2026.