Customer Service & Operations Unit Leader (AVP)

About the role

We are looking for an Associate Vice President to lead our Customer Service & Operations unit. In this role you will manage, coach and develop a team that delivers outbound and inbound telephony, digital services, telemarketing, telesales and retention activities.

Key responsibilities

• Lead by example, making customer calls to identify needs and propose suitable solutions.
• Ensure the team meets new‑business targets such as sales appointments booked, telephony sales closed and overall new‑business income.
• Develop team capability through observation, feedback and coaching.
• Plan, launch and monitor targeted telemarketing campaigns in partnership with key stakeholders across the bank.
• Maintain a forward‑looking telemarketing campaign planner and optimise data quality for campaign execution.
• Manage workload planning and ensure effective team performance.

Required profile

• Minimum 12 years of professional experience, including at least 3 years managing teams in the Financial Crime domain (CDD, EDD, TDD).
• Proven people‑management, leadership and coaching abilities.
• Experience managing telephony teams to generate and close sales leads, achieve ambitious targets and deliver B2B sales through service.
• Strong customer focus with a track record of exceeding expectations.
• Excellent interpersonal and communication skills and the ability to build effective relationships with internal stakeholders.

Required skills

What we offer

• Associate Vice President level role with significant leadership responsibility.