Ops Sup Analyst

Ops Sup Analyst

Working at Citi is far more than just a job. A career with us means joining a team of more than 230,000 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.

The Ops Sup Team Lead is a 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. Responsibilities:

• Drive unit level projects
• Direct all activities in the department
• Consistently reach business-defined performance indicators with urgency and commitment
• Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost)
• Conduct regular process reviews to identify improvements
• Motivate employee performance and continuously develop talent though encouragement, feedback and coaching
• Serve as a role model in a culture of accountability, integrity and respect
• Promote an environment of open communication
• In case of quality/navigation specialist role:
• Review and maintain quality standards
• Share regular feedback to agents/associates and also train and coach agents/associates
• Ensure proper capacity planning and maintain work schedules as per requirements

Job Family Group: Operations - Core

Job Family: Operations Support

Time Type: Full time

Most Relevant Skills: Please see the requirements listed above.

Other Relevant Skills: For complementary skills, please see above and/or contact the recruiter.

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