Customer Service & Operations Delivery Manager

What you'll do

The skills you'll need

Responsibilities

• As a Customer Service & Operations Delivery Manager, you’ll be providing your expertise on regulatory, system, process, product or customer proposition impacts on your operation. After analysing how changes to the operating model will impact procedures, you’ll be making recommendations, providing business system support and managing communication with the business.
• You’ll be collaborating with colleagues across the bank, making sure that delivery is in-line with operational requirements and aligned to our customer and business needs.
• Your responsibilities will include:
• Supporting technology partners to drive system improvements and the resolution of defects and incidents
• Assisting with the production of relevant policy related reports and MI to make sure that assurance and compliance objectives are met
• Providing knowledge to the team to enable the design of architecture, business processes, tech and data solutions
• Acting as an internal consultant to enable and inform effective standards, processes and controls
• Delivering the management of key controls and support in the maintenance of the business continuity plans
• We’re looking for someone with supply chain management experience in a leadership role, alongside strong knowledge of best in class practices and processes and emerging supply chain thinking. We’ll also expect you to have strong knowledge of and appropriate qualifications in project management methodologies.
• In addition, you'll bring knowledge of know your customer and customer due diligence, including knowledge of end-to-end know your customer on all type of entities.
• Additionally, you’ll have:
• 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.
• Professional certifications in AML, CDD, or related financial crime disciplines (e.g., ACAMS, ICA) will be considered as an add advantage.
• 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
• Hours
• 45
• Job Posting Closing Date:
• 08/11/2026