Operations Support Analyst 2, Officer

At Citi, we get to connect millions of people across hundreds of cities and countries every day.  And we've been doing it for more than 200 years.  We do this through our unparalleled global network.  We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges

Shape your Career with Citi

Citi's Human Resources (HR) team helps Citi to attract, retain and develop our employees across the globe.  The team does this through supporting key areas including recruiting, diversity, global learning and talent development, benefits, compensation and employee relations.

We're currently looking for a high caliber professional to join our team as Officer, HR Delivery Operations Support Analyst 2 (Hybrid) based in Taguig, Philippines.  Being part of our team means that we'll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future.  For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

The Ops Sup Analyst 2 is an intermediate level position responsible for providing operations support services, including but not limited to; Handling general employee inquiries via cases or chat. Required to solve problems and investigate/resolve a wide variety of general inquiries that include gathering additional information, setting expectations and working with the specialists when needed to fulfill the requests.

Responsibilities:

• Handles complex inquiries, Acts as SME for Inquiry Management process (GPS, TAO, Core HR, Data Services)
• Take ownership of complex customer enquiries and provide solution to problems in an accurate and timely manner.
• Adopt a customer-centric approach when handling customer complaints - Supports complex/specialist level inquiries - Supports basic/generalist level inquiries when needed - Performs Chat Support when needed - Handles suspended cases revision - Supports inquiries on local HR system
• Engage in discussions, trainings, workshops related to re-engineering and lead re-engineering projects and initiatives. - Participates and/or leads in projects and adhoc activities - Participates in team huddle/weekly team meeting
• Resolve varied and complex issues using professional judgment, discretion, and business expertise.
• Use a forward-thinking approach and explore innovations on the current process, act as Subject-Matter-Experts/Point-of-contacts for specific areas of concern.
• Work closely with management in process improvements and Innovation projects, makes judgments and recommendations based on analysis and domain knowledge in order to increase customer satisfaction and minimize any possible risks. - Performs process coordination / discussions with other pillars (local/regional/global) to resolve inquiries - Performs System testing as needed - Performs Quality check on IM cases - Performs analysis on voice of customer survey results - Reviews Knowledge Articles for accuracy and works with pillars to have updates made.
• Constant monitoring of work volumes in order to achieve operational metric targets by managing and balance incoming workload with available staff. Provide effective assistance in escalations and root cause analysis based on data analytics and ensure timely and comprehensive visibility of issues and incidents to management. - Queue coordination - Ensure case volume is distributed properly to allow timely handling of cases - Analysis on Call volumes report to identify breakdown of volume
• 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 of relevant work experience
• Proficient in Microsoft Office
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
• Self-motivated and detail oriented
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills
• Consistently demonstrates clear and concise written and verbal communication skills

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.

Working at Citi is far more than just a job. A career with us means joining a family of more than 200,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today

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.

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