Customer Service Operations Analyst

Our people work differently depending on their jobs and needs. From hybrid working to flexible hours, we have plenty of options that help our people to thrive.

This role is based in India and as such all normal working days must be carried out in India.

Join us as a Customer Service & Operations Analyst
• This is an opportunity to make a positive impact to our customers and colleagues, as you deliver successful customer and business outcomes
• Specialising in Financial Crime & Controls you’ll be actively participating in initiatives to improve customer service, processes and procedures
• You’ll hone your existing analytical skills and be well positioned to advance your career in this fast-paced role
• We're offering this role at associate level, where you’ll be working a fixed shift pattern of 11am to 8pm

What you'll do

In this key role, you’ll be providing crucial support to customers and colleagues in our contact centres. You’ll be responding to and investigating queries, providing support on business processes, policies and procedures and developing an understanding of customer and business needs in order to suggest improvements and increase efficiency.

You’ll also be:
• Identifying barriers to performance and coordinating improvements to enhance our efficiency
• Working closely with operational centres, providing coaching and support to increase efficiency and knowledge
• Acting as a liaison point between other teams to coordinate activities and mitigate the impact of incidents
• Keeping accurate records of day-to-day operations, logging incidents and identifying trends
• Reviewing manual or ineffective processes which could be automated or enhanced
• Maintaining a focus on improving our customer service and experiences

The skills you'll need

To be successful in this role, you’ll need to have excellent planning and organisational skills, along with good attention to detail. You’ll perform well under pressure, and be confident in your ability to manage multiple tasks while maintaining high levels of accuracy throughout.

Alongside at least six years of relevant experience, you'll need anti-money laundering, know your customer or customer due diligence experience. Ideally, you'll also have screening experience.

You’ll also need:
• Experience of analysing and using performance data
• The ability to convey information in a simple and understandable way
• An understanding of contact centre operations and performance metrics
• Microsoft Office skills, including Excel