Citigroup HRSS Stakeholder Services - Ops Sup Analyst 2 (C10 /Officer) in Tampa, Florida
As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do. We keep the bank safe and provide the technical tools our workers need to be successful. We design our digital architecture and ensure our platforms provide a first-class customer experience. Our operations teams manage risk, resources, and program management. We focus on enterprise resiliency and business continuity. We develop, coordinate, and execute strategic operational plans. Essentially, Enterprise Operations & Technology re-engineers client and partner processes to deliver excellence through secure, reliable, and controlled services.
Citi Shared Services (CSS) is a vital partner to the Corporate Finance and Human Resources organizations. We ensure financial and human resources operations and processes throughout the entire employment life cycle are carried out through the performance of world-class, scalable operations. We also deliver excellence in mission-critical, global products and local services for 84 countries. Furthermore, we manage the governance of the Citi Solutions Center Network, which serves 98,000 employees, supporting Citi’s businesses and operational units. Our diverse profile of products and services touches every Citi employee.
Our strategic priorities, which include enhancing our safety and soundness standards, elevating both leadership and manager capabilities, as well as designing innovative solutions to eliminate pain points, enable us to continually raise the bar. We are implementing cutting-edge digital tools, exploring dynamic reporting capabilities and self-service platforms, and adopting forward compatible behaviors, all while modeling a customer-centric mindset. 90% of the CSS family calls one of our strategic hubs (Budapest, Costa Rica, Manila, Mumbai, and Tampa) home. Each hub offers a unique energy and a myriad of development and engagement opportunities, but the common attribute that cuts across them all is a strong sense of community. We are long-standing champions of diversity, which is consistently reflected in our decisions and actions. Our employees value meritocracy, demonstrate passion for growth and development, and model dignity and respect for all.
The Ops Sup Analyst 2 is an intermediate level position within the HRSS NAM Stakeholder Services Team, responsible for supporting the organization including development/support of process improvement initaitives to gain operational efficiencies. This position will report to Stakeholder Services Leadership. 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 service levels according to established processes and procedures, have excellent interpersonal skills, display customer service orientation, strong attention to detail, leadership, and planning skills.
Our commitment to diversity includes a workforce that represents the clients we serve globally from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.
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.
Partner 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 & training to increase specialist’s subject knowledge and reduce errors
Develop actionable plans to reduce inquiries & issues and improve escalation channels
Identify trends and anomalies, and presents options for improvement or updates to content through knowledge articles
Analyze case data to identify opportunities to drive improvements in overall service, efficiency and effectiveness.
Conduct needs assessment and create/update team knowledge content in support of stakeholder needs.
Monitor work progression ensuring completion of assignments by requested due date
Ensure consistent application of team process controls
Use 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 interacts with other pillars in accomplishing the objectives.
Provide 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.
Act as primary point of contact for assigned pillar to support new intiatiives/programs, brainstorm on solutions and ensure ongoing, regular engagement between STS and pillar to ensure there are no gaps in knowledge/expertise of STS team to support related inquiries.
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/edit/manipulate/analyze documents without assistance
Strong verbal and written communication skills; demonstrated ability to comfortably communicate with all levels of employee, including Senior Executives
Utilize effective networking and relationship building skills to create strong, unified teams
Displays analytical, 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.
- 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.
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments, and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.
Additional information may be found at www.citigroup.com | Twitter: @Citi (http://www.twitter.com/citi) | YouTube: www.youtube.com/citi | Blog: http://blog.citigroup.com | Facebook: www.facebook.com/citi | LinkedIn: www.linkedin.com/company/citi .
Job Family Group:
Operations - Core
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Citi is an equal opportunity and affirmative action employer. Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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