Ops Sup Analyst

1 week ago

SHIVAJI GARDENS MOONLI, India Citi Full time US$ 90,000 - US$ 1,20,000 per year

The Ops Sup Team Lead is management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes

Responsibilities:

  • Drive unit level projects
  • Direct all activities in the department
  • Consistently reach business-defined performance indicators with urgency and commitment
  • Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost)
  • Conduct regular process reviews to identify improvements
  • Motivate employee performance and continuously develop talent though encouragement, feedback and coaching
  • Serve as a role model in a culture of accountability, integrity and respect
  • Promote an environment of open communication
  • In case of quality/navigation specialist role:
    • Review and maintain quality standards
    • Share regular feedback to agents/associates and also train and coach agents/associates
    • Ensure proper capacity planning and maintain work schedules as per requirements

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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