Ops Sup Analyst

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Job Overview

The Ops Sup Team Lead is management level position responsible for providing full leadership and direction to a team of employees in an effort to provide 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

Responsibilities:

• Drive unit level projects
• Direct all activities in the department
• Consistently reach business-defined performance indicators with urgency and commitment
• Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost)
• Conduct regular process reviews to identify improvements
• Motivate employee performance and continuously develop talent though encouragement, feedback and coaching
• Serve as a role model in a culture of accountability, integrity and respect
• Promote an environment of open communication
• In case of quality/navigation specialist role:
  • Review and maintain quality standards
  • Share regular feedback to agents/associates and also train and coach agents/associates
  • Ensure proper capacity planning and maintain work schedules as per requirements