Service Improvement Analyst 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 robust 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 Strong 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 Hours 45 Job Posting Closing Date: 02/10/2026

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