Customer Service & Operations Unit Leader, AVP

Overview

Lead, manage and coach a team delivering customer service through telemarketing, telesales and retention activities, at associate vice president level.

What you'll do

• Identify customer needs and priorities so that appropriate services are offered during customer calls.
• Lead and manage the team to deliver against new business targets, including sales appointments booked, telephony sales made and new business income.
• Encourage the team to work together to build trust and long term sustainable value for customers and colleagues.
• Develop the capability of your team through observations, feedback and coaching.
• Establish effective working relationships with key stakeholders within the business and the broader bank to plan and deliver targeted telemarketing campaigns.
• Develop and maintain a forward looking telemarketing campaign planner.
• Analyse the results of the team to make sure that data quality utilised for telemarketing campaigns is optimised.
• Provide effective planning and management of your team's workload.
• Lead by example by making customer calls to identify and understand customer needs and help them by delivering solutions that are fit for purpose.

What you'll need

• Strong people management, leadership and coaching skills, with the ability to deliver through people.
• Experience of managing telephony teams to generate and close sales leads, achieve stretching targets and deliver sales through service.
• Minimum of 12 years experience, including at least 3 years of people management experience within the Financial Crime domain.
• Proven experience in managing teams responsible for complex CDD, EDD and TDD investigations, covering a range of complex entity types.
• Experience of planning and delivering targeted telemarketing campaigns.
• The ability to lead by example through calls to customers to identify and understand their needs and recommend appropriate solutions.
• An excellent customer focus and the proven ability to exceed customer expectations.
• Strong interpersonal and communication skills.
• The ability to develop effective working relationships with colleagues and stakeholders.
• Good time management, planning and organisational skills.

Nice to have

• Experience in a business-to-business environment.
• Professional certifications in CDD or AML.

Details

• Location: Bengaluru.
• Hours: 45 per week.
• Job posting closing date: 16/11/2026.