Operations Support Lead Analyst

Citigroup; Jacksonville (FL); On-site; USD 110,000 - 160,000; Full time

Job summary

Citigroup seeks an Ops Sup Lead Analyst to manage transaction exception processing, including payment network claims, adjustments, disputes, settlement exceptions, and reconciliation activities for Citi partners.

The role requires senior-level expertise across payment networks, routing, settlements, reconciliations, and exception management, with strong cross-functional collaboration and vendor oversight.

Qualifications

• 6-10 years of payments operations or related financial services experience.
• Proven ability to manage payment transaction exceptions, claims, adjustments, reconciliations, and settlements.
• Experience owning operational controls, issue management, and risk remediation activities.

Responsibilities

• Lead end-to-end management and resolution of transaction exceptions including claims, adjustments, disputes, and settlements.
• Oversee settlement and reconciliation processes to identify and resolve breaks and variances.
• Monitor performance and SLA adherence; ensure compliance with policies and procedures.
• Liaise with internal partners, technology, risk, compliance, finance, payment networks, and vendors.

Skills

Payments operations

Exception handling

Vendor management

Operational controls

Data analysis

Stakeholder management

Regulatory awareness

Leadership/mentoring

Process improvement

Job description

The Ops Sup Lead Analyst is a senior-level operations professional responsible for managing transaction exception processing, including payment network claims, adjustments, disputes, settlement exceptions, and reconciliation activities for internal Citi business partners. The role is accountable for ensuring the accurate and timely resolution of operational exceptions, maintaining a strong control environment, and overseeing third-party vendors that support these functions.

This individual serves as the primary liaison between Operations, Business, Technology, Risk & Control partners, payment networks, and external vendors to ensure operational issues are resolved effectively, controls are maintained, and processes continue to evolve to support business growth and regulatory expectations. The successful candidate will act as a subject matter expert in payment network operations, transaction routing, settlements, reconciliations, and exception management.

Responsibilities

• Lead the end-to-end management and resolution of transaction exceptions, including payment network claims, adjustments, disputes, settlement discrepancies, and other operational exceptions.
• Oversee settlement and reconciliation processes to ensure the timely identification, investigation, and resolution of breaks, variances, and outstanding items.
• Monitor operational performance and service level adherence, ensuring all activities are completed accurately, timely, and in compliance with applicable policies and procedures.
• Serve as the primary operational liaison with internal Citi business partners, Technology, Risk & Control, Compliance, Finance, payment networks, and third-party vendors.
• Manage vendor relationships supporting claims, adjustments, settlement, and reconciliation functions, including performance monitoring, issue escalation, service delivery oversight, and process improvements.
• Act as the business subject matter expert for payment network operations, providing guidance on operational processes, network requirements, and exception resolution strategies.
• Maintain operational controls, ensuring effective monitoring, issue management, remediation tracking, and compliance with Citi policies and regulatory requirements.
• Identify process gaps, operational risks, and control weaknesses, and drive corrective actions and sustainable solutions.
• Partner with Technology teams to define business requirements and support system enhancements.
• Analyze operational data, trends, and exception volumes to identify root causes and recommend improvements that enhance efficiency, quality, and control effectiveness.
• Support audits, regulatory reviews, risk assessments, and management reporting related to operational activities and controls.
• Lead or participate in strategic initiatives focused on operational transformation, automation, scalability, and process optimization.
• Provide guidance and coaching to junior team members and act as a resource for complex operational issues.
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citi, its clients, and assets by driving compliance with applicable laws, rules, and regulations; adhering to Citi policies; applying sound ethical judgment regarding personal behavior, conduct, and business practices; and escalating, managing, and reporting control issues with transparency.

Qualifications

• 6-10 years of experience in payments operations, transaction processing, settlement operations, network operations, or related financial services functions.
• Strong experience managing payment transaction exceptions, claims, adjustments, reconciliations, and settlement-related processes.
• Demonstrated experience owning and executing operational controls, issue management, and risk remediation activities.
• Proven ability to manage vendor relationships and drive accountability for operational outcomes and service delivery.
• Strong analytical and problem-solving skills with the ability to investigate complex operational issues and determine root causes.
• Experience partnering with Business, Technology, Risk & Control, Compliance, and Operations stakeholders in a highly matrixed environment.
• Ability to prioritize multiple competing priorities and operate effectively with limited supervision.
• Excellent written, verbal, presentation, and stakeholder management skills.
• Self-motivated, detail-oriented, and results-driven.
• Hands-on experience working with payment networks such as Visa, Mastercard, NYCE, or similar networks.
• Familiarity with payment network operating rules, claims and adjustment processes, dispute workflows, and network compliance requirements.
• Knowledge of debit and credit card transaction lifecycles, transaction routing, authorization, clearing, settlement, and reconciliation processes.
• Experience supporting operational controls, including maintaining documentation and evidence for monitoring controls, and partnering with Risk