Customer Service & Operations Analyst

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

Job summary

NatWest Group is seeking a Customer Service & Operations Analyst in Chennai. You will support contact centres, analyze performance data, and drive process improvements to enhance customer experiences while supporting colleagues.

Fresh graduates (2025/2026) from B.Com, BA, BBA, BSc Non-IT, Mass Communication or Journalism are encouraged to apply; strong MS Office skills are valued to convey information clearly and efficiently.

Qualifications

• Excellent planning and organisational skills.
• Ability to manage multiple tasks with high accuracy.
• Strong attention to detail and working under pressure.
• Fresher graduates (2025/2026) from listed streams.

Responsibilities

• Provide crucial support to customers and colleagues in contact centres.
• Respond to and investigate queries; support on processes, policies, and procedures.
• Identify barriers to performance and coordinate improvements.
• Maintain records of day-to-day operations and log incidents.
• Review manual or inefficient processes for potential automation or enhancement.

Skills

Performance data analysis

Education

B.Com

BA

BBA

BSc Non-IT

Mass Comm

Journalism

Tools

MS 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
• 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