Operations Support Senior Supervisor

Citigroup Inc.; Pune District; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Citigroup Inc. in Pune, India, seeks an Ops Sup Sr. Supervisor to lead a team delivering operations support aligned with Citi's Core processes and infrastructure.

You will mentor 16 team members, handle disputes investigations, manage staffing, training, performance reviews, and ensure achievement of service level objectives while maintaining risk controls.

Qualifications

• 8-10 years of related business experience including at least one-year supervisory experience.
• Proficient in Microsoft Office.
• Proactive leadership and motivational skills.
• Proven organization and time management skills.
• Demonstrated problem-solving and decision-making skills.
• Consistently demonstrates clear and concise written and verbal communication skills.
• Comprehensive knowledge about Disputes process.
• Shift timing - 24*7 shifts including late night (IST) shift start timings.

Responsibilities

• Lead and mentor a small Operation Support team through delegating daily tasks and responsibilities as well as recommending new work procedures to help streamline operations
• Conduct training, monitor quality and quantity of team work and provide feedback on performance, including making recommendations on pay increases, promotions, terminations, etc.
• Analyze Operations information and make evaluative judgements to solve problems
• Responsible for Identifying and resolving routine problems and operational issues with broader departmental impact within established procedures
• Identify hiring needs to ensure adequate staffing
• Serve as a backup for manager, as needed
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• Ability to manage teams.
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Skills

Microsoft Office

Leadership

Disputes process

Problem solving

Communication skills

Shift work 24x7

Analytics

Team management

Education

Bachelor’s degree/University degree or equivalent experience

Job description

The Ops Sup Sr. Supervisor is an intermediate 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.

Top 3 Risk if not fulfilled: Delay in Transition/ Inadequate capacity could result in negative SLA metric impact, regulatory risk and increased overtime. This req# is raised for Criticality 3 process. The role is for Team manager who would have 16 direct reports. 100% of their time will be spent on managerial activities and coaching team in Disputes investigation activities.

Responsibilities:

• Lead and mentor a small Operation Support team through delegating daily tasks and responsibilities as well as recommending new work procedures to help streamline operations
• Conduct training, monitor quality and quantity of team work and provide feedback on performance, including making recommendations on pay increases, promotions, terminations, etc.
• Analyze Operations information and make evaluative judgements to solve problems
• Responsible for Identifying and resolving routine problems and operational issues with broader departmental impact within established procedures
• Identify hiring needs to ensure adequate staffing
• Serve as a backup for manager, as needed
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts as SME to senior stakeholders and /or other team members.
• Ability to manage teams.
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.

Qualifications:

• 8-10 years of related business experience including at least one-year supervisory experience
• Proficient in Microsoft Office
• Proactive leadership and motivational skills
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills
• Consistently demonstrates clear and concise written and verbal communication skills
• Comprehensive knowledge about Disputes process
• Shift timing - 24*7 shifts including late night (IST) shift start timings

Education:

• Bachelor’s degree/University degree or equivalent experience

Location: Pune, IN

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Job Family Group:

Operations - Core

Job Family:

Operations Support

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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