Citi Velocity platform serves as a web portal aggregating Citi Research trading desk commentary quantitative models data and analytical tools for Citi s Sales Trading business This role is integral to providing exceptional client service in support of the platform The successful candidate will join the Citi Velocity Helpdesk team working collaboratively with respective Sales teams to deliver high-level service across both internal and external clients A key focus will be on driving efficiency initiatives to elevate the customer experience and identify process improvements for business-as-usual BAU tasks We are seeking a highly motivated and detail-oriented professional to join our team responsible for delivering exceptional support to our internal and external clients on the Citi Velocity platform This role requires a strong commitment to service excellence adherence to banking protocols and the ability to operate effectively in a fast-paced workplace This opportunity is within the global Citi Velocity Helpdesk team which operates on a 24-hour basis providing coverage across trading centers in Asia Pacific Europe and North America The successful candidate will work closely with colleagues in all regions adhering to a follow the sun service model to ensure seamless global operations for Citi s most important clients Specifically this role will provide critical support from Mumbai during North America business hours an overnight role contributing to our integrated global service delivery ROLE RESPONSIBILITIES Process and fulfill client requests efficiently related to Citi Velocity ensuring strict adherence to Standard Operating Procedures SOPs Effectively prioritize critical and urgent requests throughout the shift Whenever needed act as a point of contact for the broader team collaborate with internal partner support teams to resolve complex issues and escalations within the shift Provide best-in-class support services to a geographically diverse user base ensuring