Customer Service & Operations Credit Analyst B5

Royal Bank of Scotland; Gurugram District; On-site; INR 600,000 - 1,200,000; Full time

Job summary

Royal Bank of Scotland in Gurugram, India, seeks a senior Customer Service & Operations Credit Analyst to manage end-to-end credit operations, review loan documents, authorise transactions, and monitor KPIs/SLA adherence. You will analyse financial statements, spread data, and covenants while driving process improvements.

The role emphasizes stakeholder management, regulatory awareness, and scalable, high-volume delivery in a fast-paced environment. Senior analyst level required.

Qualifications

• MBA in Finance or equivalent banking qualification such as ACCA, CMA, FRM, M Com, ICWA, or JAIIB/CAIIB.
• Minimum of two years' experience in financial spreading, ratio analysis, or working with financial statements; back-office or Spread Smart experience preferred.
• In-depth understanding of financial statements, accounting standards, and ratio analysis.
• Customer service abilities with strong industry knowledge.
• Awareness of changes in trends, policies, and regulations affecting the industry.
• Understanding of our industry and its customers; experience managing stakeholder relationships.

Responsibilities

• Process, authorise, and investigate transactions to defined KPIs and SLAs.
• Review documentation including loan applications, disclosures, and credit evaluations.
• Collect and analyse required information from customers and businesses.
• Review credit operations processes for potential automation or improvement.
• Support post-follow-up credit analysis with standardised financial spreading and covenant monitoring.
• Enhance efficiency and scalability through high-volume delivery and proactive stakeholder management.

Skills

Customer service

Financial spreading

Ratio analysis

Stakeholder management

Credit operations

Education

MBA in Finance

ACCA

CMA

FRM

M Com

Tools

Spread Smart

Back-office RMPS

Job description

Join us as a Customer Service & Operations Credit Analyst

We'll look to you to deliver customer and business outcomes, investigating queries, supporting business processes, policies, and procedures, and understanding customer and business needs

Specialising in Credit Operations, you'll respond to queries from customers and stakeholders promptly within agreed timelines

This is a chance to build on your credit skills and experience in an engaging and fast-paced environment

We're offering this role at senior analyst level

What you'll do

As a Customer Service & Operations Credit Analyst, you'll deliver successful customer and business outcomes by processing, authorising, and investigating all transactions to defined key performance indicators and service level agreements. In doing so, you'll identify opportunities to enhance processes and enable the provision of a superior customer and business experience. You'll also deliver post-follow-up credit analysis through standardised financial spreading, covenant monitoring, and efficient portfolio support, ensuring strong KPI/SLA adherence and continuous improvement.

In addition, you'll:

• Review documentation including loan applications, disclosures, and credit evaluations
• Authorise and investigate all credit operations transactions
• Collect and analyse the required information from the customers and businesses
• Review credit operations processes which could be automated or enhanced to improve the customer and business experience
• Support post-follow-up credit analysis through standardised financial spreading, robust covenant monitoring, and disciplined portfolio support with strong KPI/SLA adherence
• Enhance efficiency and scalability through high-volume delivery, effective stakeholder management with the Credit Stewardship Team, and automation-led continuous improvement

The skills you'll need

To succeed in this role, you'll need to have the ability to understand and listen to our customers, develop relationships, and maintain an understanding of their needs. You'll also have the ability to adapt to fast-paced environments and you'll have effective organisation skills to deliver to deadlines.

You’ll also need:

• An MBA in Finance, ACCA, CMA, FRM, M Com, ICWA, or a relevant banking professional qualification such as JAIIB or CAIIB
• A minimum of two years' experience in financial spreading, ratio analysis, or working with financial statements; back-office, RMPS, or Spread Smart experience is preferred
• An in-depth understanding of financial statements, accounting standards, and ratio analysis
• Customer service abilities along with customer and industry knowledge
• An awareness of changes in trends, policies, and regulations
• An understanding of our industry and its customers
• Experience of managing stakeholder relationships

Hours

45

Job Posting Closing Date:

03/11/2026