Ops Support Specialist
Citi
full-time
Posted on:
Location Type: Office
Location: DLF Cybercity • 🇮🇳 India
Visit company websiteJob Level
JuniorMid-Level
About the role
- Provide efficient and effective customer service, resolving inquiries and supervising escalated issues for Citi's clients.
- Achieve 100% accuracy and turnaround time (TAT) targets for defined processes, eliminating undue pending tasks.
- Prepare and ensure timely and accurate Management Information Systems (MIS) and reporting.
- Facilitate cross-functional support and training for team efficiency improvements.
- Collaborate with the team and be flexible with shift timings to meet business needs and handle peak volumes.
- Partner with validation and dependent teams for timely closure of items.
- Contribute to ongoing Lean and process improvement projects.
- Drive self and team initiatives, including employee engagement, learning, and development.
- Support and participate in Line of Business (LOB)/Site level initiatives and Global Community Day activities.
- Act as a subject matter expert in the process.
- Ensure timely response to all emails (customer queries, business partner, HR, and organizational communications) without follow-ups.
- Maintain fair, balanced, and customer-focused communication with internal and stateside partners.
- Adhere to Client Excellence values, prioritizing customer needs and delivering superior experience.
- Implement a minimum of three process improvements (e.g., Value Stream Mapping, re-engineering, automation) and drive them to closure.
- Support the process to achieve annual MTP (MTP save) goals. Supporting NAM USPB Core Operations
Requirements
- 2-4 years of relevant experience
- Proficient in Microsoft Office/ Citi AI Tools
- Comprehensive knowledge of Branch and Client servicing process
- Ability to work unsupervised and apply problem solve capabilities
- Ability to work occasional weekends to support application releases and COB testing
- Demonstrated analytical skills and mathematical knowledge
- Consistently demonstrates clear and concise written and verbal communication skills
- Graduate or above
Benefits
- Health insurance
- Paid time off
- Professional development opportunities
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
Microsoft OfficeCiti AI ToolsManagement Information SystemsValue Stream Mappingprocess re-engineeringautomationanalytical skillsmathematical knowledge
Soft skills
customer serviceproblem solvingclear communicationverbal communicationwritten communicationteam collaborationflexibilityemployee engagementtraining facilitation
Certifications
Graduate or above