Job Description

The Ops Sup Analyst 1 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 1 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. Core Responsibilities:

• Good exposure to internal and regulatory risk and controls including identification of risks in the process and to ensure appropriate mitigants are in place.
• Perform periodic validation of key controls, effectiveness and publish dashboard to key stakeholders.
• Managing Key Performance Indicators on critical processes including account maintenance, closure, reclaim processing, payments, and Investments.
• Track and Work within the required Service Levels
• Manage different work queues and assist with the production of department MIS and reporting.
• Takes personal responsibility for own performance, identifying enhancements to processes that realize tangible benefits.
• Delivery of a high level of customer service to both internal and external customers

• Verify and process customer requests/instructions through various channels ensuring proper due diligence. Overview communication to the customer and resolution of investigation cases within designated time frames, if required
• Collaborate with key stakeholders on implementing critical process with appropriate controls and governance in place.
• Follow through tasks and take ownership to ensure they are completed to the required standards.
• Adhere to policies, standard framework decided stated by the company to meet client need.
• Meeting all Control and Compliance requirements and updating procedures as required
• Ensure day to day operations are performed and SLAs are met as per agreed for all businesses.
• Timely and accurate processing and customer resolution
• Timely escalation on incomplete/delayed processing

• Bachelor