Ops Sup Sr Supervisor - C11 - CHENNAI

The Ops Sup Sr. Supervisor is an intermediate 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.

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

Key Deliverables:

• 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

Experience:

• Bachelor's degree with minimum 10 -12 years of consumer/ investment banking experience is preferred.
• Exposure to Account maintenance operations including reconciliation and quality control is mandatory.

Skills:

• Flexible to work in UK time zone and holidays.
• Excellent communications skills, both verbal and written.
• Good Microsoft skills including Excel, Word and Outlook
• Knowledge of risk & controls to resolve first level escalated inquiries.
• Computer literate and ability to grasp several in house systems quickly.
• Demonstrates collaborative competency.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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