Ops Sup Analyst 1 SOW Team - C09

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Job Overview

The Citi Staffing Office is a centralized global function responsible for managing the firm's nonemployee workforce. Our diverse teams specialize in temporary staffing recruitment, non-employee onboarding, preferred supplier management and contract administration, supplier performance oversight, and comprehensive reporting and analytics. The SOW Operations Support Analyst plays a critical role in the accurate and timely management of Statements of Work (SOWs) within the Non-Employee Management System. This position operates in a high-volume, fast-paced environment, demanding exceptional attention to detail, strong data integrity, and a steadfast commitment to quality.

Key Responsibilities:

• SOW and System Management:

o Execute the setup of approved SOWs, project milestones, and data changes within the Non-Employee Management System, adhering to documented global procedures and processes.

o Perform daily updates to contract system configurations and associated changes.

o Ensure all Citi systems are updated accurately and timely.

o Provide appropriate testing and rigor for system enhancements or fixes prior to implementation.

• Data Quality & Compliance:

o Maintain high standards for data quality by ensuring accuracy of data entry and swift resolution of data quality issues or errors.

o Conduct document compliance and due diligence checks to ensure alignment with internal Citi policies, regulations, and executed contract details at both global and country levels.

o Verify supplier rates under Time & Materials (T&M) records do not exceed agreedupon rate card amounts without proper approvals.

o Continuously adhere to and operate within data regulations, especially concerning cross-geography and sensitive information.

o Meet established productivity and data quality targets, ensuring reports are clean on a weekly basis (Data Quality, Multiple Work Order, and Pending TQs).

• Stakeholder Engagement & Customer Service:

o Develop and maintain effective relationships with internal and external stakeholders, including Hiring Managers, Chief of Staff, Procurement, and Suppliers.

o Serve as the primary point of contact for SOW-related queries, escalating issues as appropriate for resolution.

o Manage incoming requests efficiently, providing accurate tracking, timely updates, and detailed responses to requestors.

o Support client partners with consistent expiration management, ensuring renewals/extensions are processed within two business days to prevent loss of access.

• Process Improvement & Problem Resolution:

o Actively contribute ideas for process improvements, automation, and quality/control enhancements to foster operational and team excellence.

o Promptly investigate and resolve deactivation issues, prioritizing those resulting from data entry or process errors. Knowledge & Experience:

• Minimum 2 years of experience in an administrative or business office environment, preferably within the Back Office, Financial Services, Banking, Onboarding, Staffing industry, or Vendor Management.

• Experience with in-house computer systems and demonstrated proficiency in Microsoft Office Suite (Outlook, Word, Excel, Teams) and Zoom.

• Minimum 1 year of experience in relationship management with internal and external clients/stakeholders, demonstrating the ability to provide excellent customer service.

• Technical or associate degree in Business Administration, or equivalent experience.

• Knowledge of risk and control principles. Skills:

• Excellent written and verbal communication skills in English (Spanish is a plus).

• Exceptional accuracy and attention to detail.

• Strong organizational skills with the ability to prioritize work and manage a high volume of communications effectively to meet service level agreements.

• Adaptability; a flexible approach and attitude, with a willingness to learn new applications quickly and master new requirements and related knowledge.

• Proven ability to work effectively in a fast-paced, high-pressure environment.

• Strong problem-solving capabilities.

• Client-focused mindset, demonstrating the ability to build long-term relationships by prioritizing client interests.

• Team-oriented approach, with a commitment to collaborative work.

• This is a hybrid role requiring regular attendance at the office and remote work as needed.

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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