The Ops Sup Analyst 2 is an intermediate level position responsible for providing operations support services, development of continuous process improvement to gain operational efficiencies. This position will report to Stakeholder Services Manager and act as a back-up in his/her absence. The Ops Sup Analyst 2 is solutions-minded, a strategic thinker with superior customer service skills. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes. In addition, the Ops Analyst will assist ensuring work is completed within the established service levels according to established processes and procedures, have excellent interpersonal skills, display customer service orientation, strong attention to detail, leadership, and planning skills.
Responsibilities:
- Candidate will Acts as a Subject Matter Expert and is the first level contact to guide and support Specialists by providing HR, business and policy knowledge, as well as process and tool expertise.
- Partners with Supervisor/ Manager to complete quality monitoring on a monthly basis, offering feedback and coaching when needed to ensure desired behavior’s related to the Customer Experience are immediately shared.
- Act as primary back-up for the Team Manager when necessary
- Create and improve tools to increase specialist’s subject knowledge and reduce errors
- Develop actionable plans to reduce issues and improve escalation channels
- Identifies trends and anomalies, and presents options for improvement or updates to content through knowledge articles
- Analyzes data to identify improvement opportunities across the teams driving effectiveness and efficiency improvements.
- Serve as liaison to business for work assignments by asking fact finding questions, following up on open items and helping with content approval
- Conduct needs assessment and update content or develop content related solutions according to business requirements
- Research and seek out solutions to inquiries on help content and all other open items related to business including policy gaps
- Monitor work progression ensuring completion of assignments by requested due date
- Ensure consistent application of team process controls
- Uses professional judgment, discretion, and business expertise to resolve varied and complex issues that have notable impact on the business.
- Applies good understanding of how the team/area interacts with other departments in accomplishing the objectives.
- Provides analysis and recommendations for managers on how to manage work during peaks while ensuring proper coverage to meet SLA requirements
- Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Qualifications:
- 2+ years relevant experience • Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements • Demonstrated problem-solving and decision-making skills
- Intermediate expertise in PowerPoint, Word and other Microsoft applications; able to create documents and other items singularly without assistance.
- Intermediate Excel skills: can confidently create, manipulate, pivot, trend data in Excel
- Strong verbal and written communication skills; able to comfortably communicate with all levels of employee from Specialists to the most senior levels of the Citi organization. Use appropriate grammar, ask clarifying questions, listen for unexpressed needs, and offers solutions when appropriate.
- Utilizes effective networking and relationship building skills to create strong, unified teams with internal and external skills
- Displays highly self -motivated, analytical, detail oriented, organized and methodical thinking skills; uses good judgment when making decisions
- Experience in creating and implementing processes; identifying gap or root cause, analyzing processes, creating action items and implementing improvements
- Demonstrated organizational, time and project management skills
- Ability to effectively manage multiple responsibilities using prioritization and organizational tools such as outlook, calendars, and other methods.
Education:
- Bachelor’s degree/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Advance English
------------------------------------------------------
Job Family Group:
Operations - Core
------------------------------------------------------
Job Family:
Operations Support
------------------------------------------------------
Time Type:
Full time
------------------------------------------------------
Most Relevant Skills
Please see the requirements listed above.
------------------------------------------------------
Other Relevant Skills
For complementary skills, please see above and/or contact the recruiter.
------------------------------------------------------
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.
View Citi’s EEO Policy Statement and the Know Your Rights poster.