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Operations Support Analyst

Job Req ID 22470906 Primary Location Sydney, Australia Job Category Consumer Sales
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The role of an Operations Support Analyst is to provide a high degree of administration and compliance support to the distribution teams as required by the Head of Distribution Operations to ensure the BWM Distribution team is operating efficiently and effectively.

The Operations Support Analyst will be required to provide a high degree of administration and compliance support to the BWM Distribution team.

The Operations Support Analyst role is to assist specifically on all administrative tasks related to Training and WMC centralised control checks and to provide excellent compliance, administrative and BWM distribution team support. To ensure compliance with all regional and local processes and procedures. To ensure operational processes are properly understood with appropriate controls in place at all times. To optimise operational processes across the Distribution teams.


  • Help Distribution teams build customer loyalty through consistent delivery of error-free and timely service to meet customer needs

  • Action day-to-day operational and administrative tasks as assigned by the Head of Distribution Operations

  • Assist distribution staff in the areas of risk and controls, and administration (including paperwork)

  • Review, action and update anti-money laundering requirements and surveillance

  • Maintain a high standard of accuracy to avoid compliance breaches to include - reducing and minimising critical errors and write offs

  • Assist and provide effective operational and compliance support in the control functions, including all reviews, to comply with local/global policy regulations and procedures

  • Comply with Citibank Policies & Procedures to ensure the safety and security of the bank and its customers

  • Complete, collate and maintain daily MIS and provide reports as required

  • Comply with established policies and procedures to ensure the confidentiality and security of bank and client assets and information

  • Maintain a high standard of ethics and conduct for sound banking operations, business success and the bank’s reputation

  • Optimise operational processes across the Distribution teams to drive operational efficiency

  • Ensuring compliance with all control processes and procedures

  • Ensure distribution operations fully complies with applicable legislation related to business operations (e.g. operating standards, regulations, institutional policies & procedures and local regulations)

  • Ensure operational processes are properly understood by all operations staff with appropriate controls in place at all times

  • Disseminate information and changes in processes to staff as necessary

  • Utilise audit/control process to keep fraud/operating losses at a minimum without affecting sales process and maintaining high levels of customer satisfaction

  • Adhere to all applicable requirements established by Citi to ensure they are fully committed to its AML/CTF and/or sanctions compliance responsibilities as set out in the relevant Citi Global, Regional and/or Australian AML/CTF and/or Sanctions Policies, Procedures, Standards, Directives and Programs.

  • Ensure escalation and resolution of client complaints including engagement with the Customer Advocacy Unit by managing troubleshooting and inquiries, Interdepartmental and Interbank queries as it relates to  the customer

  • Works with the Area Managers to mutually support and strengthen branch controls and compliance

  • Provide training & coaching to the frontline staff on the compliance and operation related areas to ensure they work in accordance with the established procedures & policies

  • Coach the operations team through providing constructive feedback, guidance and support

  • Keep product, banking operations and legal compliance knowledge up to date

  • Awareness of company policies and procedures

  • Keep up to date with bank systems and technology


·Service orientated

·Planning and Organising

·High degree of integrity

·Analysis/ problem solving skills

·Ability to follow process


·Excellent communication skills

·Building positive working relationships


  • Working with People

  • Adhering to Principles & Values

  • Presenting & Communication Information

  • Following Instructions & Procedures

  • Delivering Results & Meeting Customer Expectations

  • Coping with Pressure & Setbacks


Tertiary / T.A.F.E.

Not essential


PS146 Tier 1


Not required

Previous Sales/Industry Experience

Preferred but not essential

Other (eg Languages)

Desirable but not essential

Please note that Citi has entered into an agreement with NAB to acquire its consumer bank in Australia which includes residential mortgages, deposits, and unsecured lending.

The sale is expected to complete in May 2022.

As this is a role to work in Citi’s consumer bank, the successful candidate will initially be employed by Citi, but on sale completion, their employment will transfer to a NAB (or) a new entity that will employ Citi’s consumer bank employees, prior to their transfer to NAB.


Job Family Group:

Consumer Sales


Job Family:

Consumer Sales Support


Time Type:

Full time


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.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting

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