Customer Service & Operations Analyst

NatWest Group; Bengaluru; On-site; INR 300,000 - 540,000; Full time

Job summary

NatWest Group is seeking a Customer Service & Operations Analyst in Bengaluru to support contact centre operations and drive customer outcomes. You will respond to queries, understand processes, and identify efficiency improvements.

Ideal graduates from 2025/2026 in B.Com, BA, BBA, BSc non-IT, Mass Comm, Journalism or MBA will contribute to day-to-day operations and analytics. Training and growth opportunities are provided in a fast-paced environment.

Qualifications

• Strong planning and organisational abilities with attention to detail.
• Ability to manage multiple tasks while maintaining accuracy.
• Fluent in clear, simple communication and reporting.

Responsibilities

• Provide support to customers and colleagues in contact centres and respond to queries.
• Investigate queries and explain business processes and policies.
• Identify improvements to increase efficiency and guest experience.
• Record day-to-day operations and log incidents; identify trends.
• Help implement process improvements and automation where applicable.

Skills

Planning & Organisation

Attention to detail

Multi-tasking

Analytical skills

Communication skills

Education

Graduate in commerce/arts or MBA

Tools

Microsoft Office

PowerPoint

Excel

Word

Job description

Join us as a Customer Service & Operations Analyst

• This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
• You’ll be actively participating in initiatives to improve customer service, processes and procedures
• You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role

What you'll do

In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres. You’ll 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.

You’ll Also Be

• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Keeping accurate records of day to day operations, logging incidents and identifying trends
• Reviewing manual or ineffective processes which could be automated or enhanced
• Maintaining a focus on improving our customer service and experiences

The skills you'll 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

• Experience of analysing and using performance data
• Fresher's, 2025 or 2026 pass outs graduates in B.com, BA, BBA, Bsc Non-IT, Mass Comm, Journalism or Post graduate in MBA
• The ability to convey information in a simple and understandable way
• An understanding of contact centre operations and performance metrics
• Microsoft Office skills, including PowerPoint, Excel and Word