Join us as a Customer Service & Operations Function Leader
As a Customer Service & Operations Function Leader, you’ll play an integral role in supporting the delivery of the Own Operations Climate Programme while helping to shape climate and sustainability initiatives for Property Services in India. Working closely with key stakeholders, you’ll ensure accurate, timely, and audit-ready reporting of Scope 1, 2, and 3 emissions, while identifying opportunities for decarbonisation, supporting NatWest Group’s public climate commitments, and driving these through to delivery. You’ll collaborate with stakeholders to support net zero commitments and optimise the business travel operator model to ensure it is fit for purpose, reflects regional requirements, and enables effective reduction of travel-related emissions, including when commuting and home working. You’ll also stay informed on India’s Net Zero policy landscape to identify opportunities and develop and implement communications for colleagues and stakeholders.
In this role, you’ll drive efficient use of resources by reducing costs, increasing productivity, and minimising operational losses and errors, while contributing to performance indicators and reporting of critical management information (MI) for effective decision-making. You’ll maintain oversight of KPIs, take remedial actions, implement and monitor effective controls to mitigate errors, and deliver financial and efficiency targets through process improvements. Moreover, you’ll build strong stakeholder relationships to drive change and foster a culture of continuous improvement through leadership, coaching, engagement, and skills development.
In addition, you’ll be:
We’re looking for someone with a proven track record of delivering successful and appropriate customer and business outcomes, who can lead the function to achieve KPIs and SLAs, optimise capacity, manage risk, drive continuous improvement, and shape the strategic direction of the function. This includes previous property services experience in a leadership role, with strong knowledge of best-in-class practices and processes, as well as emerging ideas in the industry, and a thorough understanding of the property function within the banking industry, with knowledge of products, processes, and relevant systems.
To succeed in this role, you’ll also need experience working on sustainability-related activities in property functions, including strategy development and climate reporting, ensuring alignment with evolving industry standards and organisational priorities.
In addition, you’ll need:
Hours
45
Job Posting Closing Date:
23/06/2026
We’re a business that understands when our customers and people succeed, our communities succeed, and our economy thrives. As part of our purpose, we’re looking at how we can drive change for our communities in enterprise, learning and climate.
As one of the leading supporters of UK business, we’re prioritising enterprise as a force of change. We’re focusing on the people and communities who have traditionally faced the highest barriers to entry and figuring out ways to remove these.
Learning is also key to our continued growth as a company in an ever changing and increasingly digital world. By setting a dynamic and leading learning culture, our people prosper, and our customers are given the tools to continue to improve their financial capability and confidence.
One of the biggest challenges we all face in our future is climate change. That’s why we’ve put it right at the core of our purpose. We want to champion climate solutions with financing and entrepreneurial support, fully embed climate into our culture and decision making, and be climate positive by 2025.
We’re committed to using our purpose to break down barriers, drive change and ultimately create a great place to work.
