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 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
- perform business analysis and documentation of the current and future state of client reports and advices (client communication letters, notices, and confirms).
- provide regular status updates for all project participants and create presentations for steering committee updates.
- work with various legal & compliance teams to obtain sign‑off on all regulatory business requirements.
- serve as primary liaison between the key business stakeholder and technology, including recommending business priorities by advising stakeholders on options, risks, costs, prioritizations, and delivery timelines.
- create and facilitate training sessions, webcast demos and write user acceptance test scripts and business scenarios against specified requirements.
- create, manage and maintain project plans and act as the project manager for all follow‑ups across various departments.
- work on multiple projects in parallel focusing on continued delivery of regulatory client deliverables, such as legal statements/performance reporting/advices/letters/notices.
- 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.
qualifications
- previous relevant experience 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.
funciones
- implementar proyectos de mejora continua para el área de cobranza/ contac center a través de metodologias de proyectos.
- eficientar procesos dentro del área de cobranza/ contac center.
- identificacion, ánalisis de riesgos y posibles desviaciones al proceso.
- seguimiento a temas de control.
- identificacion de errores operativos y propuestas de mejora.
- seguimiento a entregables con el área de auditoria.
- capacitacion sobre procesos internos.
- generacion de dasbhoard.
requisitos
- experencia en metodologia de proyectos lean/ sig sigma/ aguile/ scrum.
- conocimiento en lineas de control.
- conocimiento en biso (deseable).
- manejor de excel avanzado.
- dominio de paquetería microsoft office.
- habilidades comprobadas de organización y gestión del tiempo.
- habilidades comprobadas de toma de decisiones, resolución de problemas y comunicación asertiva.
- análisis de datos y procesos para identificar oportunidades de mejora en los procesos, de preferencia bajo la metodología lean.
- diseño e implementación de soluciones para optimizar los procesos.
- colaboración con equipos interdisciplinarios para implementar mejoras.
- seguimiento y evaluación de mejoras implementadas.
- experiência en metodología lean, conocimiento de políticas y gestión de control interno (de preferencia).
work location and hours
location: metepec. Working hours: monday to friday, 9:00 am to 6:00 pm.
job family group: operations - core; job family: operations support; time type: full time.
view citi's eeo policy statement and the know your rights poster.
