NatWest Group Hiring Customer Service & Operations Analyst | Gurugram

Customer Service & Operations Analyst

Join as a Customer Service & Operations Analyst and contribute to delivering positive outcomes for both customers and colleagues. The role involves supporting initiatives that improve customer service, processes, and procedures while handling customer queries and complaints effectively.

What You’ll Do

In this position, you will provide operational support to customers and colleagues working in contact centres. Responsibilities include responding to and investigating queries, assisting with business processes and policies, and building an understanding of customer and operational needs to recommend improvements that enhance efficiency.

You will also:

• Identify performance barriers and coordinate improvements to increase operational efficiency
• Collaborate with operational centres, offering coaching and support to strengthen knowledge and productivity
• Maintain accurate day to day operational records, log incidents, and analyze emerging trends
• Review manual or inefficient processes and highlight opportunities for automation or enhancement
• Focus on improving overall customer service and experience

Skills and Requirements

The role requires strong planning and organisational abilities with attention to detail. You should be comfortable managing multiple tasks while maintaining accuracy and working effectively under pressure.

• Experience analysing and working with performance data
• Graduates from B.Com, BA, BBA, BSc (Non‑IT), Mass Communication, or Journalism
• Ability to present information clearly and in a simple, understandable manner
• Understanding of contact centre operations and related performance metrics
• Proficiency with Microsoft Office tools including PowerPoint, Excel, and Word