Ops Support Specialist - C05

Citi; Pune District; On-site; INR 300,000 - 520,000; Full time

Job summary

Citi is seeking an Ops Support Specialist 5 in Pune, India, to perform operations support, record-keeping, and account maintenance in coordination with the Core Team. The role interfaces with operations staff, relationship managers, project managers, custodians, and clients to ensure day-to-day operational efficiency.

The candidate should have 2–4 years of experience, be proficient in Microsoft Office, and willing to work NAM/full-night shifts.

Qualifications

• Requires 2–4 years of relevant experience.
• Proficient in Microsoft Office and dispute resolution processes.
• Strong analytical and communication skills; able to work with minimal supervision.

Responsibilities

• Resolve customer inquiries and supervise escalated issues.
• Identify opportunities to offer value-added products and services while complying with laws and regulations.
• Communicate with management daily on productivity and MIS indicators.
• Provide training and answer staff questions within Disputes as needed.
• Support a broad range of products and services.
• Assist with Lean initiatives and process improvements.
• Resolve complex problems following best practices and escalate when needed.
• Assess risks in line with Citi policies and safeguard clients and assets.

Skills

Microsoft Office proficiency

Dispute process knowledge

Analytical skills

Clear written and verbal communication

Ability to work unsupervised

Night shift availability

Pega knowledge

G36 familiarity

Education

High School diploma

Tools

Pega

G36

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.

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

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
• Candidate should be willing to work in proper NAM shifts / Full Night shifts
• 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

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.

Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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