Officer, HR Deliver Inquiry Management Generalist 2 (Hybrid)

The Ops Sup Analyst 2 is an intermediate level position responsible for providing operations support services, including but not limited to; Handling general employee inquiries via cases or chat. Required to solve problems and investigate/resolve a wide variety of general inquiries that include gathering additional information, setting expectations and working with the specialists when needed to fulfill the requests.


Responsibilities:

• Handles complex inquiries, Acts as SME for HRSS Pillar process (GPS, TAO, Core HR, Data Services)
• Take ownership of complex customer enquiries and provide solution to problems in an accurate and timely manner.
• Adopt a customer-centric approach when handling customer complaints
  - Supports complex/specialist level inquiries
  - Supports basic/generalist level inquiries when needed
  - Performs Chat Support when needed
  - Handles suspended cases revision
  - Supports inquiries on local HR system
• Engage in discussions, trainings, workshops related to re-engineering and lead re-engineering projects and initiatives.
  - Participates and/or leads in projects and adhoc activities
  - Participates in team huddle/weekly team meeting
• Resolve varied and complex issues using professional judgment, discretion, and business expertise.
• Use a forward-thinking approach and explore innovations on the current process, act as Subject-Matter-Experts/Point-of-contacts for specific areas of concern.
• Work closely with management in process improvements and Innovation projects, makes judgments and recommendations based on analysis and domain knowledge in order to increase customer satisfaction and minimize any possible risks.
  - Performs process coordinations/discussions with other pillars (local/regional/global) to resolve inquiries
  - Performs System testing as needed
  - Performs Quality check on IM cases
  - Performs analysis on voice of customer survey results
  - Reviews Knowledge Articles for accuracy and works with pillars to have updates made.
• Constant monitoring of work volumes in order to achieve operational metric targets by managing and balance incoming workload with available staff. Provide effective assistance in escalations and root cause analysis based on data analytics and ensure timely and comprehensive visibility of issues and incidents to management.
  - Queue coordination
  - Ensure case volume is distributed properly to allow timely handling of cases
  - Analysis on Call volumes report to identify breakdown of volume

• 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+ years of relevant work experience
• Proficient in Microsoft Office
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
• Self-motivated and detail oriented
• 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

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

Working at Citi is far more than just a job. A career with us means joining a family of more than 200,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today

https://jobs.citi.com/de

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