Closing date for applications: 01/10/2026

Location Gurugram, India

Job typePermanent | Contract typeFull Time

#R-00285619

This role is based in India and as such all normal working days must be carried out in India. Join us as an Operations Analyst

- Manage daily operational activities and service performance against agreed priorities, service level agreements, and business objectives
- Monitor and address operational risks, controls and service performance issues
- Lead improvement initiatives that enhance service quality and efficiency
- We're offering this role at associate level

What you’ll do

As an Operations Analyst, you’ll manage daily operational plans, activities, and delivery schedules according to agreed timescales. You’ll secure proper capacity planning among team resources through changing business demands and priorities. You’ll also monitor operational risks, issues, and dependencies, and deploy risk mitigation strategies as needed.

You’ll also be

- Monitoring, investigating, and correcting service delivery issues
- Maintaining operational control, governance processes, budget management and resource planning activities
- Collecting and analysing management information data to support operational decision-making




- Partnering with India stakeholders and onshore CS teams to deliver India-for-India services whilst maintaining a consistent colleague experience across locations

The skills you'll need

To succeed in this role, you'll need experience managing operational delivery, service management or business support activities. You'll also need a strong understanding of operational controls, governance, risk management and service delivery principles. You’ll bring experience using data and performance information to identify trends and backlog priorities, delivering improved service experiences for colleagues.

You’ll also be expected to have:

- Experience implementing process improvements and supporting change initiatives
- Robust analytical, problem-solving, communication, organisational, and stakeholder management skills
- Proficiency in Microsoft Office applications and reporting tools
- Deep knowledge of core Workday people processes and functionality

- Practical experience using ServiceNow

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

📌 Service Improvement Analyst (Gurugram)
🏢 NatWest Group
📍 Gurugram