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.
Responsibilities:
Resolve customer inquiries and supervise escalated issues, providing effective 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 arbitr
📌 Ops Sup Analyst 1 (India)
🏢 Citi
📍 India