Central Evaluator

5 days ago

Mumbai, India Citi Full time

The Ops Sup Analyst 1 is an entry-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 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. **Responsibilities**: 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. Ensure Quality Monitoring and Day 2 Transaction reviews are objective to measure Service Quality levels, adherence to internal controls and process and drive client satisfaction. Derive intelligence through early triggers and share findings and fix gaps Have a knack to understand root cause of issues, and work towards continuous process improvement to better Client Experience Deep dive into data Call evaluations and day 2 errors to by functions, roles and parameters to identify improvement are Ensure conformance to quality and control practices/guidelines Document Call monitoring feedback with clarity and track error trends Work on multiple projects in parallel focusing on continued delivery of superlative client experience **Qualifications**: Proficient in Microsoft Office and Excel General knowledge of concepts of customer surveys - Net Promoter Score, Rep satisfaction and First Call resolution Proven organization and time management skills Demonstrated problem-solving and decision-making skills Consistently demonstrates clear and concise written and verbal communication skills Excellent Customer focus is a must **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. -------------------------------------------- - **Job Family Group**: Operations - Core -------------------------------------------- - **Job Family**: Operations Support ------------------------------------------------- - **Time Type**: Full time ------------------------------------------------- - Citi is an equal opportunity and affirmative action employer. Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran. View the " EEO is the Law " poster. View the EEO is the Law Supplement. View the EEO Policy Statement. View the Pay Transparency Posting

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