Customer Service & Operations Analyst I

Royal Bank of Scotland; Gurugram District; On-site; INR 700,000 - 1,100,000; Full time

Job summary

Royal Bank of Scotland in India invites an experienced Senior Analyst to join our Customer Service and Operations team. You will investigate complex AML/CDD queries, support Private Banking clients and contribute to process improvements that enhance customer experience and compliance.

You will work under the unit leader to allocate work, monitor KPIs and deliver accurate information to stakeholders, building expertise and credibility across the bank.

Qualifications

• 18+ months experience in AML/CDD domain and CDD remediation reviews.
• Strong understanding of banking products, processes and systems.
• Ability to interpret information quickly and make sound decisions.

Responsibilities

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

Skills

Banking operations

AML/CDD domain

CDD Remediations

Regulations awareness

Stakeholder management

Analytical thinking

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.

• 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.

• 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

Hours 45

Job Posting Closing Date: 30/09/2026