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NatWest Services

Compare

4.0

based on 1 Review

100 NatWest Services Jobs

Customer Service & Operations Analyst

National Westminster Bank (NatWest)

4.0

based on 1 Review

3-7 years

Chennai, Gurgaon / Gurugram

1 vacancy

Customer Service & Operations Analyst

NatWest Services

posted 9hr ago

Job Role Insights

Key skills for the job

Customer Service Operations MS Office Senior Management Analytical Skills Customer Service Operations

+ 1 more

Job Description

Join us as a Customer Service & Operations Analyst

This is an opportunity to join our Business Change Delivery team and define and deliver our business s solutions, processes, benefits and new opportunities
You ll be actively participating in initiatives to improve customer service, processes and procedures
You ll also hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
Were offering this role at associate level

What youll do

In this key role, you ll be providing crucial support to customers and colleagues in our contact centres. You ll also be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency. We ll look to you to create and execute test scenarios and test scripts at various stages of the project in order to validate the solution design.

You ll also be:

Identifying barriers to performance and coordinating improvements to enhance our efficiency
Tracing and linking business requirements to future state design and tracking the projects by owning the activities end-to-end
Reporting the status to senior management as required
Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
Acting as a liaison point between other teams to coordinate activities and mitigate the impact of incidents
Keeping accurate records of day-to-day operations, logging incidents and identifying trends
Maintaining a focus on improving our customer service and experiences

The skills youll need

To be successful in this role, you ll need to have excellent planning and organisational skills, along with good attention to detail. You ll perform well under pressure, and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.

You ll also need:

A minimum of five years of experience working in Financial Crime Operations
Experience of analysing and using performance data
Knowledge on Fincrime including KYC, AML, CDD along with experience working on any project related to CDD or KYC
The ability to convey information in a simple and understandable way
An understanding of contact centre operations and performance metrics
Microsoft Office skills, including Excel

Employment Type: Full Time, Permanent

Read full job description