The Ops Support Specialist is responsible for providing operations support services, including but not limited to:


Perform Analysis of transcripts and call recordings reviewed by Centralized Monitoring Teams or flagged as having a complaint by systemic models, to identify/confirm the identification of complaints and the associated contact reasons.


To deliver all the metrics as per norms


Review and process samples under assigned process / procedures


Required to gain expertise in process and train new hires within the work unit


Responsibilities:


Communicate daily with management on productivity, quality, availability, Management Information System (MIS) indicators, as well as providing written and oral communications to supported business areas


Facilitate training based on needs of staff within the department and assist with answering staff questions within Disputes, as needed


Support expansive and diverse array of products and services


Assist with ongoing Lean and process improvement projects


Resolve complex problems based on best practice/precedence, escalating as needed


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.


Experience:


3-5 years experience in banking operation, Financial/non-financial/Investment Operations, Operational process management


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 centric approach


Demonstrate strengths across Risk/Controls and Client Excellence


Skills:


Strong Knowledge of Microsoft Office Applications (Excel, Word, PowerPoint)


Good oral and written communication skills


Attention to details, high level of accuracy and productivity.


Meticulous, with good initiative & independence, communication skills


Education:


Bachelors / MBA


Shift Time: India night shift hours (US operations)


Call Quality review, Quality Control and Complaint management experience are helpful


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**Job Family Group:**


Risk Management

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**Job Family:**


Operational Risk

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**Time Type:**


Full time

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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.