Job Description

The Ops Sup Analyst 2 is an intermediate level position responsible for providing operations support services, including but not limited to; record/documentation of cases processed. Act as Subject Matter Expert to advise on process related queries and conduct trainings for new hires and refresher sessions for other employees. Additionally, the Ops Sup Analyst 2 serves as the liaison between CSIPL and the onshore team. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.

Responsibilities:

• Monitor productivity of team, prepare MIS and analyze data.
• Execute work assigned, including planning and conducting trainings.
• Carryout process periodic process review and identify redundant steps in process.
• Conduct periodic audit of production work done by other employees and advise management on outcomes.
• Research and seek out solutions to inquiries on help content and all other open items related to business including policy gaps and changes.
• Monitor work progression ensuring completion of assignments by requested due date.
• Ensure consistent application of team process controls.
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• Serve as POC between CSIPL and onshore teams.

Qualifications:

• 7-8 years relevant experience.
• Proficient in Microsoft Excel and AI Tools.
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements.
• 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
• Lean qualified preferred.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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