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The Ops Sup Analyst 2 is an intermediate 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 Sup Analyst 2 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**:
- Update help content used by Knowledge Hub end users to service client inquires, 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
- 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.
**Qualifications**:
- 0-2 years relevant experience
- Proficient in Microsoft Office
- Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
- Self-motivated and detail oriented
- Proven organization and time management skills
- Demonstrated problem-solving and decision-making skills
- Consistently demonstrates clear and concise written and verbal communication skills
**Education**:
- Bachelor’s degree/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
- Gestión de Quejas y Preocupaciones con todas las divisiones y áreas Centrales.
- Seguimiento a reportería BAU
- Capacidad de Análisis para identificar causa raíz
- Seguimiento con coordinadores y asesores, para la entrega de plan de acciones
- Generación de reportes diarios, semanales de quejas NPS y cálculos de score card
- Recolección de información para el monitoreo de líneas de MCA.
- Manejo Efectivo de tiempo, Autogestión
- Proactivo
- Iniciativa
- Compromiso
- Trabajo en Equipo
- Capacidad de Resolución de problemas
- Análisis de Verbalizaciones para identificar para identificar procesos de Mejora.
- Elaboración de presentaciones en Power point y manejo Excel
ACTUARIO ROBERTO MEDELLIN NO. 800 SANTA FE CIUDAD DE MEXICO.
3 DIAS PRESENCIALES 9 A 7PM / 2 HOME OFFICE
DISPONIBILIDAD DE VISITAS A SUCURSAL**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.-
- View Citi’s _EEO Policy Statement_ and the _Know Your Rights_ poster._
