Customer Service & Operations Analyst I

NatWest Group; Bengaluru; On-site; INR 900,000 - 1,500,000; Full time

Job summary

NatWest Group in Bengaluru, India, is seeking a Senior Analyst to join as a Customer Service and Operations Analyst. You will investigate customer queries, gather information, and resolve Private Banking Wealth Management issues, while building subject-matter expertise across the bank.

You will support the unit leader, allocate work, ensure process adherence, and contribute to business continuity planning. Expect a fast-paced environment with strong stakeholder collaboration.

Qualifications

• Strong knowledge in banking operations.
• Awareness of changes in trends, policies and regulations.
• Deep insight into Private Banking and its customers.
• Thorough understanding of banking products, processes and systems.
• Minimum 18 months experience in AML/CDD domain and experience in CDD Remediations.
• Certifications in Financial Crime preferred.

Responsibilities

• Support orderbook management and prioritisation.
• Authorise and investigate transactions aligned with defined KPIs.
• Provide specialist support by monitoring and sharing MI.
• Collect and analyse information from customers and businesses.
• Review processes to improve customer experience.

Skills

Banking operations

AML/CDD domain

CDD Remediations

Stakeholder management

Analytical skills

Job description

Join us as a Customer Service and Operations Analyst

• In this role, you’ll deliver successful outcomes for your customers by investigating their queries and understanding their needs
• You’ll liaise with customers and businesses to gather accurate information and resolve Private Banking Wealth Management queries efficiently and effectively
• This position gives you the opportunity to build your reputation as a subject-matter expert, strengthening your visibility and influence across the bank
• We're offering this role at senior analyst level

What you’ll do

As our Customer Service and Operations Analyst, you’ll maintain a clear understanding of customer and stakeholder needs to deliver the most appropriate, fit-for-purpose solutions for complex issues. You’ll also support the unit leader by allocating work, making sure processes are followed, and contributing to the development of business continuity plans.

In your day-to-day, you’ll be:

• Supporting orderbook management and prioritisation
• Authorising and investigating transactions in line with defined KPIs
• Providing specialist support by monitoring and sharing MI
• Collecting and analysing information from customers and businesses
• Reviewing processes that could be enhanced to improve customer experience

The skills you'll need

To succeed in this role, you’ll have strong ability to understand customer needs and build productive relationships with stakeholders, supported by solid industry knowledge. You’ll bring sound analytical skills that help you interpret information quickly and make sound decisions. You’ll also need to work well in a fast-paced environment and have strong organisational skills to meet deadlines consistently.

We’ll expect you to demonstrate:

• Strong knowledge in banking operations
• An awareness of changes in trends, policies and regulations
• Deep insight into the Private Banking industry and its customers
• Thorough understanding of banking products, processes and systems
• Minimum 18 months experience in AML/CDD domain and Experience of working in CDD Remediations performing CDD/ EDD / TDD reviews.
• Certifications in Financiak Crime will be preferred