Ops Sup Analyst 1 - C09

Citi; Chennai District; On-site; INR 600,000 - 900,000; Full time

Job summary

Citi in Chennai is hiring an Ops Sup Analyst 1 to provide day-to-day operations support within Citi's disputes framework. The role liaises between operations staff, team managers and stakeholders to ensure accurate handling of customer inquiries and financial entries.

You will analyze procedures, escalate issues and support Lean improvement projects. The ideal candidate will have a Bachelor’s degree, experience in disputes, proficiency with Microsoft Office, and strong communication and

Qualifications

• Previous relevant experience preferred.
• Proficient in write offs, filing pre arbitration and arbitration.
• Proficient in Microsoft Office.
• General knowledge of client reporting across the industry.
• Strong organizational and time management skills.
• Demonstrated problem-solving and decision-making skills.
• Clear and concise written and verbal communication skills.
• Comprehensive knowledge about Disputes process.
• Shift timing - 24*7 IST shifts including late night timings.

Responsibilities

• Resolve customer inquiries and supervise escalated issues, providing efficient and effective customer service to Citi’s clients.
• Communicate daily with management on productivity, quality, availability, 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.

Skills

Communication skills

Problem solving

Time management

Analytical thinking

Education

Bachelor’s degree

Tools

Microsoft Office

Job description

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 efficient 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 arbitration required
• Proficient in Microsoft Office
• General knowledge of client reporting across the industry and our competitors
• 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

LOCATION: Chennai, IN

Education

• Bachelor’s degree/University degree or equivalent experience

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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