Analyst

About

### About the Role IDFC FIRST Bank, a fast-growing private sector bank in India, focuses on delivering innovative financial solutions to retail and corporate customers. With a strong digital footprint and a commitment to customer-centricity, the bank has carved a niche by blending technology with personalized service. The organization encourages a collaborative culture, invests heavily in employee learning, and offers clear career progression pathways for fresh talent. As an Analyst specializing in Root Cause Analysis (RCA) for Customer Experience, you will play a pivotal role in enhancing the bank’s promise of seamless service. You will be the detective behind every complaint, delving into data, processes, and interactions to uncover underlying issues. Your findings will influence actionable recommendations, driving reductions in escalations and improving overall customer satisfaction. This position is a unique blend of analytical rigor, cross-functional collaboration, and strategic impact, serving as an ideal launchpad for a career in banking analytics or operations. ### Key Responsibilities - Conduct thorough root cause analysis of customer complaints and escalations across all banking touchpoints. - Identify recurring process gaps, risks, and inefficiencies in people, processes, and technology. - Develop and present corrective and preventive action plans to senior stakeholders. - Benchmark internal processes against industry best practices in the financial services sector. - Collaborate with product, operations, and technology teams to stay updated on policy and product changes. - Maintain a detailed repository of findings, recommendations, and follow-up status. - Support the creation of dashboards and reports to track improvement metrics over time. - Participate in periodic reviews and audits to ensure sustained compliance and quality. - Assist in training and knowledge-sharing sessions to disseminate RCA insights across the organization. - Continuously monitor the impact of implemented solutions and iterate as needed. ### Requirements - Strong analytical thinking and root cause analysis skills. - Proficient in data analysis, with practical knowledge of MS Excel and basics of SQL. - Experience in data visualization tools such as Power BI or Tableau. - Excellent communication and collaboration skills. - Experience or knowledge of banking products is advantageous. ### Benefits - Vibrant learning environment with exposure to cutting-edge digital banking initiatives. - Clear roadmap for career advancement, with opportunities to progress to Senior Analyst and beyond. - Competitive compensation package, including performance-linked incentives. - A culture that values work-life balance and supports fresh talent in solving real-world problems affecting millions of customers.