Ops Sup Analyst

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Job Overview

Responsibilities:

CSIPL (Citi Services India Private Limited) partners provide critical support to the Account Opening process, encompassing both the establishment and ongoing servicing of Retail Bank Accounts in strict adherence to regulatory guidelines. This support extends to a diverse range of functions, including financial adjustments for accounts, initiated by factors such as returned deposited items or direct requests from branches or clients.

Justification / Responsibilities:

The Ops Sup Analyst 2 is an intermediate level position responsible for providing operations support services in coordination with the operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.

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 Critical process. The role is for Individual contributor. 100% of their time will be spent in Representment processing.

Responsibilities:

• Support the Leadership team in seamless process transitions, ensuring successful Go-Live phases without adverse feedback.
• Assist the Leadership team in achieving and maintaining a workforce occupancy rate of >=95% within Work Force Management systems.
• Drive automation, synergy, and process simplification goals by creating effective Value Stream Maps (VSMs) and utilizing other tools to eliminate at least 8% of MTPs (Minimum Target Profit/Margin or similar metric) for respective processes.
• Plan and execute comprehensive cross-training initiatives to enhance team efficiency and build Business Continuity (COB) resilience.
• Cultivate strong relationships with stakeholders through regular communication to achieve mutual objectives.
• Champion and lead initiatives for self and team members, including employee engagement, learning, and development, contributing to achieving targeted team engagement scores. Actively participate in CSC work groups, Line of Business (LOB)/Site level initiatives, and Global Community Day activities.
• Provide effective backup support to the immediate supervisor, ensuring uninterrupted Business As Usual (BAU) operations.
• Ensure all interactions with internal and stateside partners are consistently fair, balanced, and client-driven, maintaining proactive and open communication channels.
• Uphold Client Excellence values, consistently prioritizing customer needs to deliver superior customer experiences.
• Encourage and ensure self and team contributions towards unit goals in automation, reengineering, and rationalization of control and monitoring steps and frequencies.
• Critically assess and rationalize control and monitoring steps and frequencies, identifying opportunities for enhanced effectiveness and efficiency.
• Proactively identify and prevent loss occurrences, strengthen process controls, and pinpoint opportunities for reducing financial and cost impacts.
• Support the Leadership team in fostering a culture of ownership and accountability, ensuring unit-level MIS (Management Information Systems) and quality reporting meet defined Key Performance Indicators (KPIs).
• Actively participate in and ensure the successful implementation of people-focused initiatives.
• Implement robust risk management practices, including early identification and mitigation of operational risks.
• Develop and mentor team members, fostering their professional growth and skill development.
• Contribute to strategic planning and execution, aligning team efforts with broader organizational objectives.
• Ensure strict adherence to all internal policies, procedures, and external regulatory requirements
• Understand Upstream and downstream of Account services processes
• Analyze Operations information and make evaluative judgements to solve problems

Qualifications:

• 06 – 08 Yrs relevant experience preferred
• Proficient in Microsoft Office & Citi AI Tools
• Lean Certified
• Comprehensive knowledge in Branch and client servicing
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
• Self-motivated and detail oriented
• 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

Worker Sub-Type: Regular

Regular Time Type:  Full time