Role Summary

The Operations Support Specialist serves as an Operations Processor, responsible for delivering end-to-end operational support across global banking operations. The role supports multiple countries and involves processing day-to-day operational activities, responding to customer and business inquiries, and ensuring accurate handling of transactions in line with established banking procedures and controls.

The position also supports internal control functions, including payment processing, sanctions screening, General Ledger (GL) reconciliation, and reporting activities. The overall objective is to ensure operational efficiency, regulatory compliance, risk mitigation, and a high standard of client service in alignment with Citi’s operational framework and governance standards.

Key Responsibilities

• Process daily operational activities in accordance with defined procedures, service-level agreements, and internal controls

• Resolve customer inquiries and manage escalated issues, ensuring timely, accurate, and professional responses

• Communicate daily with management on productivity, quality, availability, and Management Information System (MIS) metrics

• Support customers with operational requests, including assistance related to unclaimed funds and accounts-related queries

• Perform internal operational control activities, including GL reconciliations, monitoring of fund movements, and exception management

• Conduct or support sanctions screening and ensure compliance with applicable regulatory and internal policy requirements

• Facilitate training sessions based on departmental needs and provide guidance to team members by addressing operational or dispute-related questions

• Support a wide and diverse range of banking products and services

• Participate in Lean initiatives and continuous process improvement projects to enhance efficiency, quality, and risk management

• Analyze and resolve complex operational issues by applying best practices and established precedents, escalating matters when required

• Appropriately assess risk in operational decision-making, ensuring Citi’s reputation, clients, and assets are protected through strict adherence to laws, regulations, policies, and ethical standards

• Identify, manage, and transparently report control issues in line with Citi’s governance and escalation framework

Education

• Bachelor’s degree or MBA

Experience & Qualifications

• At least 2 years of experience in banking operations or operational process management

• Preferably with knowledge in macro or SQL

• Hands-on experience in payment processing and sanctions screening

• Strong comprehension skills with a high level of attention to detail and accuracy

• Ability to make sound decisions based on available information and established guidelines

• Strong customer-focused approach with demonstrated commitment to service excellence

• Proven strengths in risk management, controls, and compliance

• Ability to manage multiple priorities while meeting deadlines and operational cut-off times

• Added advantage : Ability to read and understand one or more foreign languages, such as Thai, Malay, Spanish, or Greek

• Prior experience using part of payment processing , sanctions screening , investment team could be an added advantage

Skills

• Proficiency in Microsoft Office applications, including Excel, Word, and PowerPoint

• Strong written and verbal communication skills, including direct interaction with customers and internal stakeholders

• Excellent customer service skills with a service-oriented mindset

• High level of accuracy, productivity, and attention to detail

• Ability to work independently with minimal supervision while demonstrating initiative

Professional Attributes

• Builds and maintains positive working relationships with peers, supervisors, and stakeholders

• Demonstrates reliability through consistent attendance and punctuality

• Strictly adheres to deadlines, cut-off times, and operational controls

Personal Attributes

• Strong comprehension and analytical abilities

• Sound decision-making skills

• High standards of integrity and ethical conduct

• Organized, systematic, and detail-oriented

• Hardworking, patient, and resilient under pressure

Working Hours:

• Flexibility to work in UK/US time zone