Ops Sup Intermed Analyst (Training & Capability Enablement)

Citigroup; Taguig; Presencial; PHP 600.000 - 1.000.000; Jornada completa

Descripción de la vacante

Citigroup is seeking a training and capability development professional to design targeted curricula for frontline teams in the Philippines. You will partner with AVPs, Operations Heads, and Compliance to translate regulatory updates into impactful training interventions.

You will monitor post-training performance, conduct capability gap analyses, and produce executive insights to guide leadership decisions and process improvements.

Formación

• 2-5+ years of relevant experience in operations support, instructional design, training delivery, or process improvement within financial services.
• Bachelor's degree/University degree or equivalent professional experience.
• Data analytics tools to assess performance trends, track KPIs, and perform root-cause analysis.
• Advanced proficiency in MS Office (Excel, PowerPoint, Word, Teams) and enterprise learning platforms.
• Understanding of operational workflows, client account maintenance, custodian processes, and regulatory standards.
• Proven collaboration with senior stakeholders (AVPs, Department Heads, Compliance, Risk).
• Ability to lead change management during transitions.
• Excellent verbal and written communication skills.

Responsabilidades

• Design and deliver targeted training programs for frontline officers and teams to improve operational execution and customer satisfaction.
• Collaborate with AVPs, Operations Heads, Product Managers, and Compliance on regulatory updates and product rollouts.
• Monitor post-training performance and refine modules to reduce errors and improve service quality.
• Perform capability gap analytics to identify skill deficiencies and learning trends.
• Convert training metrics into actionable insights for senior leadership.
• Establish KPIs to measure ROI and training effectiveness.
• Champion change management during systems migrations and process redesigns.
• Ensure new workflows and tools are adopted with minimal disruption.
• Align SOPs with updated controls and compliance requirements.
• Coach and upskill peer trainers and team leads.
• Provide guidance to frontline staff to foster autonomy and sound judgment.
• Serve as SME on process execution, quality assurance, and customer resolution.
• Ensure compliance with laws, rules, regulations, and Citi policies.
• Assess and escalate control gaps and audit findings identified during training evaluations.

Conocimientos

Operations experience

Instructional design

Training delivery

Process improvement

Data analytics

KPIs tracking

Stakeholder engagement

Change leadership

Autonomy

Communication skills

Educación

Bachelor's degree

Herramientas

MS Office

LMS / enterprise learning platforms

Descripción del empleo

Responsibilities:

• Design & Deliver Targeted Curriculum: Formulate, implement, and oversee comprehensive training programs tailored for frontline officers and team members to elevate operational execution, resolution accuracy, and customer satisfaction (RSAT) metrics.
• Regulatory & Product Readiness: Partner proactively with AVPs, Operations Heads, Product Managers, and Compliance teams to translate emerging business strategies, product rollouts, and regulatory updates into actionable, high-impact training interventions.
• Continuous Performance Optimization: Monitor post-training performance metrics, identify operational friction points, and refine learning modules to continuously improve error reduction and service delivery quality.
• Capability Gap Analytics: Conduct analytical, statistical, and operational evaluations using data analysis methodologies to identify skill deficiencies, root causes of operational defects, and learning trends across operational units.
• Executive Insights & Reporting: Translate training metrics and capability analytics into clear, actionable business intelligence to guide senior leadership decisions, policy refinements, and process optimizations.
• Impact Measurement: Establish and monitor key performance indicators (KPIs) to evaluate the return on investment (ROI) and efficacy of instructional interventions.
• Transition Leadership: Champion change management frameworks during critical systems migrations, process re-engineering, and target operating model transitions.
• Workflow Stabilization: Ensure seamless adoption of new operating workflows, tools, and digital platforms across frontline teams, proactively mitigating operational risk and eliminating workflow disruptions.
• Standard Operating Procedures (SOP) Alignment: Review and align instructional documentation, job aids, and procedural guides with updated operational controls and compliance requirements.
• Train-the-Trainer Governance: Mentor, coach, and upskill peer trainers, operational specialists, and team leads to build a sustainable capability and leadership pipeline.
• Frontline Empowerment: Provide structured coaching and informal guidance to lower-level and newly onboarded staff, fostering autonomy, analytical rigor, and sound judgment.
• Subject Matter Expertise: Serve as an operational and learning SME, advising stakeholders on best practices for process execution, quality assurance, and customer resolution.
• Compliance & Controls Adherence: Ensure all training interventions and operational procedures embed robust compliance with applicable laws, rules, regulations, and internal Citi policies.
• Risk Assessment: Appropriately assess operational and reputational risk when designing training solutions, safeguarding Citigroup's assets, clients, and institutional integrity.
• Control Issue Escalation: Maintain transparent reporting and escalation protocols for control gaps, audit findings, and compliance deficiencies identified during training evaluations.

Qualifications:

• Professional Experience: 2-5+ years of relevant experience in operations support, instructional design, operational training delivery, or process improvement within financial services.
• Education: Bachelor's degree/University degree or equivalent relevant professional experience.
• Data & Analytics: Proven proficiency in utilizing data analytics tools and methodologies to assess performance trends, track KPIs, and perform root-cause analysis.
• Productivity Software: Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams) and enterprise learning/operational platforms.
• Industry & Domain Knowledge: Strong understanding of operational workflows, client account maintenance, custodian processes, and financial regulatory standards.
• Stakeholder Engagement: Demonstrated track record of collaborating effectively with senior stakeholders (AVPs, Department Heads, Compliance, and Risk partners).
• Change Leadership: Demonstrated ability to lead change management efforts and drive organizational adoption during transitions.
• Autonomy & Discretion: Ability to operate with limited direct supervision, prioritize competing demands, and exercise sound independent judgment.
• Communication Skills: Exceptional verbal and