Customer Service & Operations Analyst I

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

Job summary

RBS in Gurugram, India, invites applications for a Customer Service and Operations Analyst at senior analyst level. The role focuses on investigating client queries, gathering information, and delivering fit-for-purpose solutions within Private Banking Wealth Management.

You’ll work closely with stakeholders, allocate work to the unit, and contribute to business continuity planning while maintaining a high standard of client service and regulatory compliance.

Qualifications

• Strong knowledge of banking operations and controls.
• Awareness of trends, policies and regulations affecting wealth management.
• Deep insight into Private Banking client base and services.
• Thorough understanding of banking products, processes and systems.
• Minimum 18 months AML/CDD experience; experience in CDD remediations is a plus.

Responsibilities

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

Skills

Banking ops

Regulations

Private Banking

Banking products

AML/CDD

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

Hours

45

Job Posting Closing Date:

30/09/2026