Operations Support Analyst II - HR Solutions & Analytics

Citi; Taguig; On-site; PHP 420,000 - 600,000; Full time

Job summary

Citi in Manila, Philippines is seeking an Officer, Operations Support Analyst 2 to join our HR operations team. The role focuses on updating knowledge content, handling certifications, and coordinating with business units on content approvals, risks and process controls.

The candidate should be 0–2 years of relevant experience, proficient in Microsoft Office, and capable of managing deadlines with strong communication and analytical skills.

Qualifications

• Bachelor’s degree or equivalent experience.
• Proficiency in Microsoft Office.
• Ability to work under pressure and meet deadlines.
• Self-motivated and detail oriented.
• Strong organization and time management.
• Good problem solving and decision making.
• Clear and concise written and verbal communication.

Responsibilities

• Update help content used by Knowledge Hub end users to service client inquiries, as needed.
• Execute work assigned, including annual review certification and change requests.
• Serve as liaison to business for work assignments by asking fact finding questions, following up on open items and helping with content approval.
• Conduct needs assessment and update content or develop content related solutions according to business requirements.
• 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.
• 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.
• Support execution of business decisions within the function by translating direction into actionable steps and ensuring effective follow‑through. Address non‑routine situations and practical challenges by applying judgement to identify solutions or take decisions within scope. Support effective functioning of the business area by ensuring processes are implemented consistently and outputs meet expected standards. Will operate across varied and evolving situations, exercising discretion to respond to changing requirements and priorities, while ensuring reliability, timeliness, and quality in execution within defined scope.
• Applies domain expertise and advanced analytical capability to deliver outputs aligned with established standards and professional benchmarks. Will evaluate business requirements by analyzing complex issues, forming well‑reasoned views, and recommending practical, implementable solutions. Apply structured thinking, analytical rigor, and creativity in approaching work, particularly in situations where standard methodologies may require refinement. Exercise sound professional judgement in interpreting requirements and determining appropriate courses of action, taking into account the broader business context and potential implications.
• Independently exercise judgement and decision‑making in managing day‑to‑day responsibilities, including evaluating complex situations, resolving issues, and determining appropriate courses of action. Drive and influence delivery of work within area of responsibility, contributing to operational priorities and ensuring progress against timelines. Will be accountable for delivery outcomes, including quality and timelines, and may have a measurable impact on business results within scope. In addition, will provide oversight on execution by reviewing outputs, guiding approach where required, and addressing gaps to ensure delivery meets expected standards. Take ownership of decisions and deliverables within remit, applying analytical thinking and professional expertise to solve problems and ensure effective outcomes.

Skills

Microsoft Office

Time management

Communication skills

Problem solving

Attention to detail

Education

Bachelor’s degree

Job description

Citi in Manila, Philippines is seeking an Officer, Operations Support Analyst 2 to join our HR operations team. The role focuses on updating knowledge content, handling certifications, and coordinating with business units on content approvals, risks and process controls.

The candidate should be 0–2 years of relevant experience, proficient in Microsoft Office, and capable of managing deadlines with strong communication and analytical skills.