Join us as a Customer Service & Operations Cash Management Unit Leader

• In this high-profile role, you’ll deliver appropriate customer and business outcomes by ensuring the unit is effectively planned and operating at optimum capacity
• We’ll look to you to manage operational escalations, disputes, and risks to maintain smooth and efficient performance
• This is your chance to make an impact by leading process re‑engineering and automation initiatives to maximise efficiency gains and improve overall operational effectiveness
• We’re offering this role at vice president level

What you'll do

As a Customer Service & Operations Cash Management Unit Leader, you’ll be responsible for managing agents and team leaders who deliver real-time support to customers through web chat, in-app messaging, and other digital channels. You’ll collaborate closely with support functions to strengthen engagement and support the development of your people, while ensuring all team activities are delivered in line with approved procedures and service-level targets. By using resources optimally, you’ll help reduce costs, increase productivity, and maintain compliance across all risk aspects of the unit. You’ll also actively review key performance indicators to understand customer and business needs, identify trends, and take timely action to address areas of improvement.

We’ll look to you to approve and maintain up-to-date process documents, while contributing to the definition, measurement, and reporting of critical management information that supports effective decision-making. You’ll also work collaboratively to improve processes and enhance customer experience by reducing hand-offs and increasing straight-through processing through automation or other efficiencies. Moreover, you’ll ensure that the team is fully trained and accredited, implement cost-saving measures through smart resource management, and support efforts to simplify the bank’s processes.

In addition, you’ll be:

• Delivering plans and strategies based on what the customer and business are thinking and feeling
• Owning the day-to-day running of web messaging channels, ensuring optimal staffing, service levels, and response times
• Overseeing real-time management, workforce planning inputs, and scheduling requirements specific to asynchronous and synchronous messaging
• Analysing key metrics like Average Handle Time (AHT), Customer Satisfaction Score (CSAT), Net Promoter Score (NPS), first-contact resolution, and productivity to identify trends and opportunities
• Partnering with Quality Assurance to ensure compliance with conversational standards and regulatory requirements

The skills you'll need

We’re looking for a strategic leader who brings together operational excellence, coaching expertise, and a deep understanding of digital service delivery to drive high-quality, efficient, and empathetic customer experiences.

You’ll also need:

• A solid understanding of our products, processes, and banking systems, along with knowledge of risk, compliance, and legal considerations across different jurisdictions
• Financial services skills and experience
• Demonstrated people-management capabilities
• A strong grasp of the industry and our customers
• Knowledge of Cash Management Operations, Anti-Money Laundering (AML) and Anti-Fraud processes

Hours

45

Job Posting Closing Date:

17/02/2026