Job Description

Purpose of the role
To provide exceptional customer service while resolving more complex customer needs/requests.

Accountabilities
- Provision of customer service through various communication channels including chat, email and phone.
- Execution of customer service requirements to resolve more complex, specific customer needs, and give a unique, personalised resolution for each case.
- Collaboration with teams across the bank to align and integrate customer care processes.
- Identification of areas for improvement to provide recommendations for change in customer care processes and provide feedback and coaching for colleagues on these highlighted areas.
- Development and implementation of customer care procedures and controls to mitigate risks and maintain productive operations.
- Resolution of specific customer inquiries and issues related to the bank’s products and service, including account balances, transactions and payments.




- Development and execution of reports and presentations on customer care performance and communicate findings to internal senior stakeholders.
- Identification of industry trends and developments to implement best practice to improve customer care efficiency and effectiveness.

Analyst Expectations
- To meet the needs of stakeholders/ customers through specialist advice and support
- Perform prescribed activities in a timely manner and to a high standard which will impact both the role itself and surrounding roles.
- Likely to have responsibility for specific processes within a team
- They may lead and supervise a team, guiding and supporting professional development, allocating work requirements and coordinating team resources. They supervise a team, allocate work requirements and coordinate team resources.
- If the position has leadership responsibilities, People Leaders are expected to demonstrate a clear set of leadership behaviours to create an environment for colleagues to thrive and deliver to a consistently excell

📌 Senior Analyst (Gurugram)
🏢 Barclays
📍 Gurugram