Officer - HR Inquiry Management Generalist, Philippines (Hybrid)

We’re currently looking for a high caliber professional to join our team as Officer - HR Inquiry Management Generalist, Hybrid based in Manila, Philippines. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

The HR Inquiry Management Generalist 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, it 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.

In this role, you are expected to:

• Take ownership of general customer enquiries and provide solution to problems in an accurate and timely manner, e.g. assist customers with troubleshooting, navigational issues across multiple systems—Workday, ServiceNow, Learning Management System, HR Help Center
• Ensure timely and accurate service delivery in accordance with stipulated Service Level Agreements (SLAs)
• Serve as the primary point of contact for resolution of issues within designated area; escalate issues to appropriate parties whenever necessary to resolve issues quickly and efficiently
• Establish customer needs through ServiceNow cases or chats.
• Understand customer needs and adjust to customer’s changing priorities
• Ensure availability and accessibility of contact to prevent service lapse in urgent cases
• Adopt a customer-centric approach when handling customer complaints and take accountability for resolving customer complaints; see issues through the eyes of the customers
• Handle complaints tactfully by showing empathy and care
• Provide information and educate customers on HR policies, systems and processes
• Meet and exceed customer expectations by offering exceptional service; demonstrate flexibility whilst consistently complying with company policies and procedures
• Collect feedback from customers through various channels and ensure customer satisfaction
• Engage in discussions, trainings, workshops related to re-engineering and projects
• Attends & actively participates in Daily Team Huddle, Team Meetings, etc.
• 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.

Knowledge/Experience:

• Demonstrates multi-tasking ability, with a consistent record of on-time delivery
• Effective time management, administrative documentation and organizational skills
• Customer Service-oriented
• Must be hardworking, a team player and must support the concept of “fun” in the workplace.
• Must possess good written business communication skills
• Must be a self-starter and able to work independently in a fast-paced global environment
• Ability to maintain confidentiality and appropriately handle sensitive information with tact and discretion
• Must be able to exchange information in a concise and logical way as well as be sensitive to audience diversity

Qualifications:

• Educated to degree standard

Exceptional candidates who do not meet these criteria may be considered for the role provided they have the necessary skills and type of experience.

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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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

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View the EEO Policy Statement.

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