TaguigThe Assoc Ops Sup Analyst is an entry level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team. Additionally, the Assoc Ops Sup Analyst serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.Responsibilities:
Assist with the creation, execution, and validation of User Acceptance test plans and scripts to ensure all Voice Response Unit (VRU) enhancements go into production in a timely and accurate manner
Review VRU project requirements to ensure timelines are met and the quality meets and exceeds customer expectations
Build and run reports such as Management Information Systems (MIS) or financial forecasts and results, as needed
Research and interpret standard information and identify inconsistencies in data or results
Assist in training team members on loan resources as well as provide testing assistance for production validation and host release
Prepare basic presentations for management
Support trouble ticket resolution and the training of new and borrowed testers
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.
0-2 years of relevant experience preferred
Knowledge of Business Banking, Citi Commercial Banking Products and Services
Comprehensive knowledge of Business Entity Types and Beneficial Ownership, and Factiva Searches
Proficient in Microsoft Office
Proven problem-solving and negotiation skills
Consistently demonstrates clear and concise written and verbal communication
Bachelor’s degree/University degree or equivalent experienceThis job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Main Tasks would be:
Capacity Planning, Forecasting, Scheduling and Real time monitoring of call queues.
Daily, Monthly, YTD Scorecard updates
Per interval reporting for efficiency metrics (AHT, Availability, Staff time etc.)
Attendance tracking of all LOBs
AHT Reporting and tracking of all LOBs
Staff time and schedule adherence tracking
Billing reporting - FTE and ACD
CAP Plan call representation with GWFM
Schedules coordination with GWFM
Budget coordination, finance related tasks
Attendance incentives maker
ECN Processing for transfers and attrition
Incident ticket for system issues
Daily seat assignment
Productivity and performance analytics
Wall board set-up POC
Strong Attention to Detail
Problem Solving and Decision Making Skills
Customer Service Orientation
Flexibility and Adaptability
Functional / Technical:
Proficiency in MS Excel and other MS Office Applications
Knowledge in Call Center KPIs and Scheduling / Monitoring tools
Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - PH
Time Type :
Citi is an equal opportunity and affirmative action employer.Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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