Ops Sup Analyst 2

Citi; Chennai District; On-site; INR 800,000 - 1,200,000; Full time

Job summary

Citi in Chennai, India seeks an Ops Sup Analyst 2 to provide operations support across case processing, MIS, and training. The role serves as SME for process queries and liaises between CSIPL and onshore teams to ensure smooth day-to-day operations.

The position requires 7–8 years of experience, strong Excel and AI tools proficiency, and excellent communication, organization, and deadline management to uphold Citi's process controls and client experience.

Qualifications

• Bachelor's degree or equivalent experience.
• Lean qualification preferred.
• 7-8 years of relevant experience.

Responsibilities

• Monitor productivity of team, prepare MIS and analyze data.
• Execute work assigned, including planning and conducting trainings.
• Carryout periodic process reviews and identify redundant steps.
• Conduct periodic audits of production work and advise management.
• Research solutions to inquiries on help content and policy gaps.
• Monitor progress ensuring on-time completion.
• Ensure consistent application of team process controls.
• Support exceptional client experience and act as POC between CSIPL and onshore teams.

Skills

Attention to detail

Communication skills

Time management

Problem solving

Working under pressure

Education

Bachelor's degree

Lean qualification

Tools

Microsoft Excel

AI Tools

Job description

The Ops Sup Analyst 2 is an intermediate level position responsible for providing operations support services, including but not limited to; record/documentation of cases processed. Act as Subject Matter Expert to advise on process related queries and conduct trainings for new hires and refresher sessions for other employees. Additionally, the Ops Sup Analyst 2 serves as the liaison between CSIPL and the onshore team. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.

Responsibilities

• Monitor productivity of team, prepare MIS and analyze data.
• Execute work assigned, including planning and conducting trainings.
• Carryout process periodic process review and identify redundant steps in process.
• Conduct periodic audit of production work done by other employees and advise management on outcomes.
• Research and seek out solutions to inquiries on help content and all other open items related to business including policy gaps and changes.
• Monitor work progression ensuring completion of assignments by requested due date.
• Ensure consistent application of team process controls.
• 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.
• Serve as POC between CSIPL and onshore teams.

Qualifications

• 7-8 years relevant experience.
• Proficient in Microsoft Excel and AI Tools.
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements.
• Proven organization and time management skills.
• Demonstrated problem-solving and decision-making skills.
• Consistently demonstrates clear and concise written and verbal communication skills.

Education

• Bachelor's degree/University degree or equivalent experience
• Lean qualified preferred.

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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