Customer Service & Operations Analyst

RBS; Gurugram District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

RBS is seeking a Customer Service & Operations Analyst in Gurugram to handle customer inquiries with focus on accuracy and timeliness within defined SLAs. The role involves liaising with customers and businesses to gather information, investigate transactions, and ensure KPI targets are met.

The candidate should bring strong interpersonal and customer service skills, plus AML/CDD/KYC experience to assess reviews and support process improvements in a fast-paced environment.

Qualifications

• Strong interpersonal and customer service abilities
• Experience building relationships with stakeholders
• At least 12 months in AML/CDD/KYC with clear justification for reviews
• Experience in CDD Remediation and related reviews

Responsibilities

• Respond to customer queries promptly within SLAs
• Authorise and investigate transactions to meet KPIs
• Collect and analyse information from customers and businesses
• Identify processes to automate or enhance the customer and business experience

Skills

Interpersonal skills

Customer service

Stakeholder management

AML/CDD/KYC

CDD Remediation

Decision making

Job description

Join us as a Customer Service & Operations Analyst

• We’ll look to you to deliver successful outcomes for your customers by investigating their queries and understanding their needs
• You’ll be liaising with customers and businesses to accurately collect information in order to solve their queries
• You’ll be able to showcase your knowledge and enthusiasm as you deal with a variety of different customers on a daily basis
• We’re offering this role at senior analyst level

What you’ll do

As a Customer Service & Operations Analyst, you’ll be responding to queries from customers promptly and tactfully within our SLAs.

Your day-to-day will include:

• Authorising and investigating all transactions to our KPIs
• Collecting and analysing the required information from the customers and businesses
• Reviewing processes which could be automated or enhanced to improve the customer and business experience

The skills you’ll need

We’re looking for someone with strong interpersonal skills to listen to our customers, develop relationships with them and maintain an understanding of their needs at all times. In order to excel in this role, you’ll have strong customer service abilities along with customer and industry knowledge. You’ll also work well in a fast-paced environment and have good organisational skills to deliver to deadlines.

You’ll also demonstrate:

• An awareness of changes in trends, policies and regulations
• An understanding of our industry and its customers
• Experience of managing stakeholder relationships
• At least 12 months of experience in AML/CDD/KYC, with the ability to make informed decisions and provide clear, well-defined justifications for the reviews conducted
• Experience in CDD Remediation, including performing CDD/EDD/TDD reviews, as the role requires validating client information through both internal and external sources

Hours

45

Job Posting Closing Date:

17/09/2026