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NatWest Markets
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Customer Service & Operations Productivity Analyst

Customer Service & Operations Productivity Analyst

NatWest Markets

0 - 4 years

2 - 6 Lacs

gurugram

Posted:None| Platform:

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Skills Required

demand planning analytical resourcing customer service operations scheduling customer service stakeholder management forecasting operations recruitment

Work Mode

Work from Office

Job Type

Full Time

Job Description

Join us as a Customer Service & Operations Productivity Analyst

Take on a new role where you ll be driving a customer focused culture, helping us to provide excellent service and continue to enhance our customer experience
We ll look to you to create robust resource plans which take account of scheduling, recruitment and demand planning
You ll be working closely with resourcing and line managers, allowing you to broaden your network and hone your relationship and stakeholder management skills
We're offering this role at associate level

What you'll do

We want to be number one for customer service, and you ll be helping us to achieve this by providing specialist support to facilitate productivity and service improvements. You ll be maintaining a broad understanding of key business objectives and changes, in order to understand their impact on resourcing and operational performance.

As part of your role, you ll be identifying opportunities and making recommendations to enhance existing processes. You ll have to opportunity to use your knowledge capability to optimise performance and customer experience.

Day-to-day, you ll be:

Scheduling and planning for a large scale operation, managing real time adherence and delivering strategies for the business
Undertaking ongoing robust analysis of workloads to determine anticipated demands and support the building of effective resource plans
Utilising existing tools and supporting the development of new tools and models to allocate work efficiently and effectively, ensuring regular reviews to identify any strategic changes which may be required
Coaching line managers with best practice on recruitment and how to optimise their resource

The skills you'll need

You ll already have a background in MI analysis and will have built up good analytical and problem solving skills. You ll work with good attention to detail and be proficient in using Microsoft Office, particularly Excel.

We ll also expect you to have:

The ability to analyse and understand business issues and the impact of the proposed solutions on the business
A robust analytical approach to more complex requirements
Strong interpersonal and communication skills
A broad understanding of resourcing and cost management principles and culture
Knowledge of a forecasting and scheduling tools and systems

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Customer Service & Operations Productivity Analyst