The Ops Support Specialist 5 is an entry-level position responsible for providing operations support services, including but not limited to; employee record/documentation maintenance, storage & retrieval of records, and employee assistance. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.
Responsibilities:
• Resolve customer inquiries and supervise escalated issues, providing efficient and effective customer service
• Communicate daily with management on productivity, quality and availability,
• Facilitate training based on needs of staff within the department and assist with answering staff questions as needed
• Support expansive and diverse array of products and services
• Assist with ongoing Lean and process improvement projects
• Resolve complex problems based on best practice/precedence, escalating as needed
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
Qualifications:
• 2-4 years of relevant experience in HR and/or customer service
• Proficient in Microsoft Office
• Ability to work unsupervised and apply problem solve capabilities
• Demonstrated analytical skills and mathematical knowledge
• Consistently demonstrates clear and concise written and verbal communication skills
• Workday experience preferred
Education:
• High School diploma or equivalent
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
-Be accountable for Learner problem prevention, detection and resolution and will use various monitoring and reporting systems to proactively identify problems that arise across multiple platforms. As problems occur, the Ops support specialist applies troubleshooting techniques and technical knowledge to identify the severity of the problem and the needed steps to resolve the problem and communicates situation and solutions to appropriate members within the business.
-Document Frequently Asked Questions (FAQ) for self, Tier 1 and Tier 2 Help Desk teams. During deployment revise FAQs to reflect opportunities identified that can be resolved upstream.
-Assist Citi employees who are experiencing problems with the intranet applications related to the training initiative.
-Apply diagnostic techniques to troubleshoot cause of problems with users over the telephone and may involve additional research and further diagnostics after call is completed.
-Additionally, the Ops Support Specialist will be challenged to find areas of improvement, and will be expected to find ways to optimize and improve existing processes to better align with corporate compliance policies and to be more beneficial to the corporation.
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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US
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Time Type :Full time
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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.
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Job Type: Full time