Customer Service & Operations Analyst

Closing date for applications: 24/07/2026

Location Gurugram, India

Job typePermanent | Contract typeFull Time

#R-00281484

Job description

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 and Operations Analyst

In this role, you’ll deliver successful outcomes for your customers by investigating their queries and understanding their needs

You’ll liaise with customers and businesses to gather accurate information and resolve Private Banking Wealth Management queries efficiently and effectively

This position gives you the opportunity to build your reputation as a subject-matter expert, strengthening your visibility and influence across the bank

We're offering this role at senior analyst level

What you’ll do

As our Customer Service and Operations Analyst, you’ll maintain a clear understanding of customer and stakeholder needs to deliver the most appropriate, fit-for-purpose solutions for complex issues. You’ll also support the unit leader by allocating work, making sure processes are followed, and contributing to the development of business continuity plans.

In your day-to-day, you’ll be:

Supporting orderbook management and prioritisation

Authorising and investigating transactions in line with defined KPIs

Providing specialist support by monitoring and sharing MI

Collecting and analysing information from customers and businesses

Reviewing processes that could be enhanced to improve customer experience

The skills you'll need

To succeed in this role, you’ll have strong ability to understand customer needs and build productive relationships with stakeholders, supported by solid industry knowledge. You’ll bring sound analytical skills that help you interpret information quickly and make sound decisions. You’ll also need to work well in a fast-paced environment and have strong organisational skills to meet deadlines consistently.

We’ll expect you to demonstrate:

Strong knowledge in banking operations

An awareness of changes in trends, policies and regulations

Deep insight into the Private Banking industry and its customers

Thorough understanding of banking products, processes and systems

At least 12 months of experience in AML/CDD/KYC, with the ability to make informed decisions and provide clear, well-defined justifications for the reviews conducted

Experience in CDD Remediation, including performing CDD/EDD/TDD reviews, as the role requires validating client information through both internal and external sources

Welcome to our Gurugram hub

Spanning 437,000 sq. ft., our campus in Gurugram features two state-of-the-art towers – 1A and 2A at the Candor TechSpace in Sector 21.

Key facts:

Surrounded by 28 acres

Space for 4,100 colleagues

Opened in 2010