Ops Support Specialist

Citi; Pune District; On-site; INR 350,000 - 700,000; Full time

Job summary

Citi is seeking an Ops Support Specialist 5 in Pune to provide day-to-day operations support, maintain records, and coordinate with Core Operations. You will liaise with relationship managers, project managers, custodians and clients to ensure smooth processing and adherence to Citi's operations framework.

The role requires strong Microsoft Office skills, experience with dispute processes, analytical abilities, and the capacity to work with minimal supervision including occasional weekends for

Qualifications

• High School diploma or equivalent required.
• Proficient in Microsoft Office and dispute processes.
• Strong analytical and communication skills; problem-solving ability.

Responsibilities

• Resolve customer inquiries and supervise escalated issues for Citi clients.
• Identify opportunities to offer value-added products while complying with laws/regulations.
• Communicate MIS indicators and write reports for management approval of financial entries.
• Facilitate staff training and assist with questions in Disputes as needed.
• Support a broad range of Citi products and services and participate in process improvements.
• Resolve complex problems using best practices and escalate as needed.
• Assess risk in business decisions, ensure regulatory compliance, and report control issues.

Skills

Microsoft Office

Dispute process

Analytical skills

Written & verbal communication

Problem solving

Process improvement

Time management

Customer service

Education

High School diploma

Tools

Pega

G36

CoB testing

Trust Receipts TRs

Job description

The Ops Support Specialist 5 is an entry-level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team. Additionally, the Ops Support Specialist 5 serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.

Responsibilities

• Resolve customer inquiries and supervise escalated issues, providing efficient and effective customer service to Citi’s clients
• Identify opportunities to offer value added products and services while adhering to strict laws and regulation governing Telesales
• 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
• 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
• 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

• 2-4 years of relevant experience
• Proficient in Microsoft Office
• Comprehensive knowledge of Dispute process
• Ability to work unsupervised and apply problem solve capabilities
• Ability to work occasional weekends to support Pega releases and COB testing
• Working knowledge of Pega and/or G36 functionality, Continuity of Business (CoB) testing, and creating and resolving Trust Receipts (TR’s)
• Demonstrated analytical skills
• Consistently demonstrates clear and concise written and verbal communication skills

Education

• High School diploma or equivalent

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

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