Ops Sup Analyst 1 - C09 - CHENNAI
Citi
The Ops Sup Analyst is a position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance and support Voice leadership team based out of India and Philippines on various deliverables. . The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.
Responsibilities:
Support sites in the set-up of new vendor employees in Fieldglass
- EERS Reviews - Perform reviews for all offshore staff every 6 months. Review of all entitlements for compliance accuracy.
- Maintain Entitlement document by function
- Complete CMP and Market Place orders as needed
- Remove access for termed employees
- Approve One Approval requests - Requires a review of requested items to ensure accuracy for the assigned LOB and entitlements.
- Manage ERU, Comp O1, Adjustment Tickets and Key Risk feedback. This requires sending the issue to the appropriate site, providing all updates and track that they are completed timely
- Partner with C2S team for review of and closure of all compliance issues
- Follow up with each site on completion of all Citi required training
- Follow up with sites on Pending queue completion
- Manage weekly staffing models
- Send out daily complaints capture MIS
- Download and distribute monthly site scorecards
- Tester coordination for COB and turnover testing Send huddle notes to each site for review
Qualifications:
- Previous relevant experience on voice operations preferred
- Proficient in Microsoft Office
- General knowledge of client reporting across the industry and our competitors
- Working knowledge of SQL environments and database queries
- 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.
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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.------------------------------------------------------
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