Ops Sup Analyst 1 - C09 - CHENNAI

The Ops Sup Analyst is a position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance and support Voice leadership team based out of India and Philippines on various deliverables. . The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.

Responsibilities:

• Support sites in the set-up of new vendor employees in Fieldglass

• EERS Reviews - Perform reviews for all offshore staff every 6 months. Review of all entitlements for compliance accuracy.
• Maintain Entitlement document by function
• Complete CMP and Market Place orders as needed
• Remove access for termed employees
• Approve One Approval requests - Requires a review of requested items to ensure accuracy for the assigned LOB and entitlements.
• Manage ERU, Comp O1, Adjustment Tickets and Key Risk feedback. This requires sending the issue to the appropriate site, providing all updates and track that they are completed timely
• Partner with C2S team for review of and closure of all compliance issues
• Follow up with each site on completion of all Citi required training
• Follow up with sites on Pending queue completion
• Manage weekly staffing models
• Send out daily complaints capture MIS
• Download and distribute monthly site scorecards
• Tester coordination for COB and turnover testing Send huddle notes to each site for review

Qualifications:

• Previous relevant experience on voice operations preferred
• Proficient in Microsoft Office
• General knowledge of client reporting across the industry and our competitors
• Working knowledge of SQL environments and database queries
• 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

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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