Senior Customer Service and Operations Analyst

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

Job summary

NatWest Group in Bengaluru seeks a Senior Customer Service & Operations Analyst to investigate customer queries and authorise transactions while maintaining service targets.

You will collect information from clients, assess needs, and identify process improvements to boost efficiency and compliance. The role emphasizes strong stakeholder management and adherence to evolving regulations.

Qualifications

• Strong customer service abilities and a customer-focused mindset.
• Excellent interpersonal and relationship-building skills.
• Experience in managing stakeholder relationships.
• Knowledge of changes in trends, policies and regulations affecting the sector.

Responsibilities

• Authorising and investigating transactions to ensure accuracy and compliance.
• Collecting and analysing information from customers and businesses to resolve queries.
• Reviewing processes for potential automation or enhancements to improve experience.

Skills

Customer service

Interpersonal skills

Stakeholder management

Regulatory awareness

Job description

Customer Service & Operations Analyst

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 within our service targets. 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. Day-to-day, you’ll be:

• Authorising and investigating transactions


• 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

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


• Minimum of 5 years' experience is required, with prior Quality Control experience in CDD, AML, or KYC.

Hours 45

Job Posting Closing Date: 18/09/2026

Experience Level Senior Level