Job Purpose:
At Citi, delivering an exceptional client experience is at the heart of everything we do. As client expectations continue to evolve, the way we handle and resolve complaints plays a critical role in building and sustaining trust. This role sits within the Complaints Management function and is central to upholding Citi's commitment to treating clients fairly and resolving concerns with integrity and urgency.

We're currently looking for a high-calibre qualified based in CSIPL, Chennai, to join our team as an Officer (C11) who will predominantly support the handling of Citi Private Bank NAM/LATAM & Wealth at Work NAM complaints, while also contributing to other complaint management activities according to the Complaints Organization needs — partnering closely with front office and operations teams to ensure every complaint is managed with the highest standards of care, from intake through to closure.

Key Responsibilities:
• Manage end-to-end complaints handling — from intake and logging through to full closure,



ensuring all procedural steps and client communications are completed accurately and within prescribed timelines.
• Conduct thorough complaint analysis — assess and ensure accurate root cause, evaluate resolution accuracy, and maintain comprehensive evidence documentation in line with regulatory and internal standards.
• When or if required, perform call listening and review of client interactions to assess quality, identify service delivery gaps, and ensure adherence to complaints handling protocols.
• Engage proactively with internal and external stakeholders — including front office, operations teams, and senior management — to facilitate timely and effective complaint resolution.
• Perform quality assessments on complaint resolutions and identify emerging trends and risks across business areas.
• Share best practices across markets and proactively identify potential issues before they arise, implementing preventive measures to mitigate recu

📌 Ops Sup Intermed Analyst (India)
🏢 Citi
📍 India