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ops Support Analyst

Location: Chennai
Company: Citigroup
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Responsibilities:
- Understand the end-to-end process, required controls, systems and applications used and stakeholders involved
- Proactively monitor service standards to improve compliance and the quality of the services provided to customers
- Identify current and potential process weaknesses, and take appropriate action to eliminate and improve quality and process timeliness
- Manage and resolve exception matters escalated by internal departments
- Provide process subject matter expertise on changes resulting from business initiatives, technical upgrades or regulatory/compliance required changes
- Ensure adherence to the unit policies and procedures and Citi standards
- Manage accurate and relevant MIS and review data for trends in team performance
- Ensure the responsible controls for the process is followed and strictly enforced
- Receive, Review and verify and process instructions through various channels
- Review reports to ensure audit proper on documentation, Perform control checks on document/instruction.
- Perform daily reconciliation of work items received and processed
- Liaise with offshore partners to clarify, highlight deficiencies and rectify any issues identified
- Liaise with the respective Offshore Services Process Manager for change management and escalation activities
- Ensure the responsible controls on processing are being adequately actioned
- Execute strategies to achieve the unit KPIs, improve processing standards, drive automation/digitizing the manual work
- Work closely with supervisor/UH to motivate the team to deliver a customer experience that is professional and timely
- Investigate and respond for escalated matters and management concerns as they arise
- Key metrics and MIS reporting
- Execute Citi's performance development framework responsibilities for directly managed staff
Education: Bachelor's/MBA
Experience:
- 8- 10 years' experience in banking operation, Operational process management and 3-4 years of Domain experience
- Experience in improving risk profile of the product
- Deliver efficiency by synergizing cross functional products
- Should have good comprehension skills & be attentive to details
- Should have good communication skills
- Should be able to make sound decisions based on information on hand
- Customer focused
- Demonstrated strengths across Risk/Controls and Client Excellence
Skills:
- Project mgmt. capabilities using Agile methodology is preferable
- Knowledge of Microsoft Office Applications (Excel, Word, PowerPoint)
- Good verbal and written communication skills (call outs to customers)
- Good customer service skills, service oriented
- Attention to details, high level of accuracy and productivity.
- Meticulous, with good initiative & independence, communication skills
- Good inter personal skills, ability to influence to some degree, ability to motivate team
Professional Attributes:
- Able to maintain good rapport with peers and supervisors
- Values attendance and punctuality
- Strictly observes deadlines and cut-off times
Personal Attributes:
- Good comprehension skills
- Has decision-making abilities
- Values integrity
- Organized and systematic
- Hardworking and patient
Other:
- Incumbent will be required to work in shifts that suits business requirement
- Incumbent will be required periodically to assist with system testing for technology upgrades and Business Continuity Planning (BCP). Some testing will occur on weekends

Job Family Group:
Operations - Core

Job Family:
Operations Support

Time Type:

Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. 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 (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .
View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP\EEO\Supplement\Final\JRF\QA\508c.pdf) .
View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo\aa\policy.pdf) .
View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp\%20English\formattedESQA508c.pdf)
Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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