{Customer Service & Operations Analyst} Gurgaon, Haryana

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  • The Business

    Job Title: Customer Service & Operations Analyst

    Location: Gurugram/Delhi

    Interview Date : 18th April 2019

    Time : 11 am – 1 pm

    Venue : Royal Bank Scotland, Delhi IT Park, DMRC Tower-II, HR Area Ground Floor, Shastri Park, New Delhi – 110053

    Note: These are FTC(Fixed Term Contract) roles.

    Purpose of the Role

    This role requires the individual to deliver successful customer/business outcomes, by processing/authorising/investigating all transactions to defined Key Performance Indicators (KPIs) and Service Level Agreements (SLAs) and/or by accurately collecting the required information from customers/business. They actively participate in initiatives to improve customer service, processes and procedures.

    Your Responsibilities

    As a CS&O Analyst, your key responsibilities will be:

    • Processing performed accurately by you as per approved Process/Procedure manuals within agreed Turn Around Time/SLAs
    • Investigate queries accurately and raise with the relevant parties without delay and escalated where needed
    • Support process training and knowledge sharing within the team
    • Recognizes and escalates issues and seeks advice when faced with non-standard issues/problems.
    • Capture and collate MI as required according to recognised processes and practices
    • Complete all mandatory training/accreditations as applicable to your role and your team
    • Support improving team and customer performance by Role modelling Core Service Behaviours, Our Standards and adoption of Determined to Lead tools and techniques
    • Suggest areas of customer/business focused improvement in their daily processing and escalate appropriately
    • Review manual or ineffective processes which could be automated, or enhanced, to enable the provision of superior customer/business experience/service
    • Review processing errors and customer complaints to identify trends and training needs
    • Comply with Our Code, all RBS policies, ‘How we manage RBS’, and if applicable ‘How we manage our Business’, and deliver against all relevant statutory, regulatory, supervisory and legal obligations. Additionally, use the ‘Yes’ check to guide and support decision-making.
    • Own, manage and supervise the risks which exist in the business area, ensuring mechanisms are in place to identify, report, manage and mitigate risk within a defined Risk Appetite, working in conjunction with the 2LOD

    The Skills you’ll need

    • Freshers,B.A, B.Com,BBA, B.Sc, MBA, M.Com,M.Sc(2017-2018 passouts only).
    • Be aware of changes in trends/policies/regulations as applicable to your business
    • Understanding of the industry and customers
    • Thorough understanding of product and processes, banking systems
    • Comfortable to work for Webchat process.
    • Comfortable to work in 24*7 rotational shifts (night shifts)
    • Excellent verbal and written communication skills.

    WHY RBS?

    Our purpose is to serve customers well. We serve around 19 million customers across the globe, and our aim is to consistently meet and exceed their needs wherever they find us. Our ambition is to become the UK’s number-one bank for customer trust, service and advocacy and our team in India is integral to helping us achieve this goal.

    We’ll make sure you’re clear on what’s expected of you in your role, that you have what you need so that you’re capable of succeeding, and that you’re motivated to do your best work. We’re a place where you can grow your career, build skills, expand your horizons and be recognised for the great contributions you make.


    Your reward is about much more than just your salary. Our benefits packages are designed to be flexible, giving you the freedom to make choices which fit your lifestyle, and your plans for the future.


    We care about diversity, and we believe everyone should be able to bring their whole selves to work. And as an equal opportunity employer, we invite applicants from all sections of the community including across gender identities, orientations, physical and mental capabilities, cultures and ages. We want you for the work you’ll do.

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