Ops Sup Analyst 1 - C09

The Ops Sup Analyst 1 is responsible for providing operations support services. Additionally, the Ops Sup Analyst 1 serves as the liaison between operations staff, team managers and stake holders. They also assist in servicing customer queries related to their credit card disputes. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes. Ideal candidate should have the ability to analyze and provide input to Team Managers based on department procedures and escalates issues to team managers.

Top 3 Risk if not fulfilled: Delay in Transition/ Inadequate capacity could result in negative SLA metric impact, regulatory risk and increased overtime.
This req# is raised for Criticality 3 process.
The role is for Individual Contributor and will not have any people reporting. 100% of their time will be spent on Disputes investigation activities. Dispute Investigation process is a critical process.

Responsibilities:

• Resolve customer inquiries and supervise escalated issues, providing efficient and effective customer service to Citi’s clients

• 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 for approval of correct financial entries and resolution of incorrect entries

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

• Minimize/Reduce Operations Loss for the Disputes team

• 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

• Serve as a backup for manager, 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

Qualifications:

• Previous relevant experience preferred
• Proficient knowledge in write offs, filing pre arbitration and arbitration required
• Proficient in Microsoft Office
• General knowledge of client reporting across the industry and our competitors
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills
• Consistently demonstrates clear and concise written and verbal communication skills
• Comprehensive knowledge about Disputes process
• Shift timing - 24*7 shifts including late night (IST) shift start timings

LOCATION: Pune, IN

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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