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Customer Service & Operations Analyst

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NatWest Group

1mo ago

  • Job
    Full-time
    Senior Level
  • Customer Relations
    Business, Operations & Strategy

AI generated summary

  • You must have 5+ years in Financial Crime Operations, KYC/AML knowledge, data analysis skills, contact center understanding, and proficiency in Microsoft Office, especially Excel.
  • You will improve customer service and processes, support queries, validate solutions, coordinate improvements, report status, coach colleagues, and maintain operational records to enhance efficiency.

Requirements

  • 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

Responsibilities

  • 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
  • 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

FAQs

What is the location requirement for this role?

This role is based in India, and all normal working days must be carried out in India.

What type of position is this role classified as?

This role is offered at the associate level within our Business Change Delivery team.

What are the primary responsibilities of the Customer Service & Operations Analyst?

The primary responsibilities include providing support to customers and colleagues, responding to and investigating queries, suggesting improvements to processes, creating and executing test scenarios, and coordinating improvements to enhance efficiency.

What qualifications are required for this position?

A minimum of five years of experience in Financial Crime Operations, experience analyzing performance data, and knowledge of Fincrime including KYC, AML, and CDD are required.

What skills are essential for this job?

Essential skills include excellent planning and organizational abilities, attention to detail, the ability to work under pressure, and proficiency in Microsoft Office, specifically Excel.

Will there be opportunities for career advancement in this role?

Yes, this position is designed to hone your analytical skills and position you for career advancement in a fast-paced environment.

How will the performance be monitored in this role?

Performance will be monitored through the analysis of performance data, tracking project activities, and providing status reports to senior management as required.

Is coaching and support a part of this role?

Yes, the role involves working closely with operational centres to provide coaching and support to enhance efficiency and knowledge.

What kind of experience is preferred related to financial crime?

Experience working on projects related to Customer Due Diligence (CDD) or Know Your Customer (KYC) is preferred for candidates applying for this role.

Can this role be performed entirely remotely?

No, this role requires a presence in India, following a hybrid work model rather than being fully remote.

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NatWest Group

A relationship bank for a digital world. We champion potential.

Finance
Industry
10,001+
Employees
1968
Founded Year

Mission & Purpose

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.