Customer Service & Operations Delivery Analyst, Market Operations AVP

Join our digital revolution in NatWest Digital X

In everything we do, we work to one aim. To make digital experiences which are effortless and secure.

So we organise ourselves around three principles: engineer, protect, and operate. We engineer simple solutions, we protect our customers, and we operate smarter.

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.

Job Description

Join us as a Customer Service & Operations Delivery Analyst, Market Operations

• This role will see you delivering successful customer and business outcomes by investigating queries, supporting business processes, policies, and procedures, and understanding customer and business needs relevant to a wide range of complex financial instruments
• You’ll drive initiatives to improve customer service, processes, and procedures and you’ll act as a reference point for daily requests
• You’ll enjoy considerable visibility, representing operations in industry working groups
• We're offering this role at associate vice president level
  
  
  

What you'll do

As a Customer Service & Operations Delivery Analyst, you’ll respond to queries from customers and stakeholders promptly and within agreed timescales. You’ll then deliver successful customer and business outcomes by processing, authorising, and investigating all transactions to defined key performance indicators and service level agreements, and by accurately collecting the required information.

You’ll actively review manual or ineffective processes which could be automated or enhanced, to enable the provision of a superior customer and business experience. You’ll also manage KSOR priorities and budgets for system enhancements and changes.

As well as this, you’ll:

• Provide inputs to verify data to the auditor on the back of audit request
• Analyse queries accurately and raise with the relevant parties without delay, escalating where needed
• Maintain a clear understanding of the needs of our customers and stakeholders to deliver the most appropriate and fit for purpose solution when dealing with complex issues
• Suggest and drive areas of customer and business focussed improvement in your daily processing and escalate appropriately
  
  
  

The skills you'll need

To succeed in this role, you’ll need significant domain knowledge, markets experience, and strong communication skills. Your broad product knowledge will cover interest rate swaps, basis swaps, cross currency swaps, loans, deposits, forward rate agreements, FX, and overnight index swaps.

You’ll also need:

• Strong analytical and root cause analysis skills
• Experience driving continuous improvement
• The ability to build strong business relationships in a changing and fast moving environment
• Experience of working in an environment with a strong customer focus
• Experience of pro-actively working with demanding customers in a flexible manner
• Knowledge of the SOX control framework