The Ops Sup Analyst 2 is an intermediate 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, the Ops Sup Analyst 2 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.

Responsibilities:

• Update help content used by Knowledge Hub end users to service client inquires, as needed
• Execute work assigned, including annual review certification and change requests
• Serve as liaison to business for work assignments by asking fact finding questions, following up on open items and helping with content approval
• Conduct needs assessment and update content or develop content related solutions according to business requirements
• Research and seek out solutions to inquiries on help content and all other open items related to business including policy gaps and changes
• Monitor work progression ensuring completion of assignments by requested due date
• Ensure consistent application of team process controls
• Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
• 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.

Qualifications:

• 0-2 years relevant experience
• Proficient in Microsoft Office
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
• Self-motivated and detail oriented
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills
• Consistently demonstrates clear and concise written and verbal communication skills

Education:

• Bachelor’s degree/University degree or equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

• Certificar en ambiente UAT los prospectos de Comisionistas o nuevas transacciones del Canal de Corresponsales, con evidencias de cumplimiento de políticas internas y de las regulaciones aplicables durante el proceso de pruebas: 1. Unitarias remotas, 2. Unitarias en sitio, 3. Integrales remotas y 4. Integrales en sitio.
• Documentar a detalle la certificación UAT de un nuevo Comisionista o de una nueva transacción, de acuerdo con lo indicado en las Disposiciones Generales Aplicables a las Instituciones de Crédito de la CNBV.
• Apoyar en la coordinación de Pruebas Funcionales y de No Impacto de Proyectos asociados al Canal de Corresponsales.
• Atender y gestionar oportunamente los incidentes tecnológicos que se presenten derivado de los monitoreos del Canal de Corresponsales.
• Administrar el monitoreo de servicio del Canal de Corresponsales, ejecutando acciones de seguimiento a los incidentes que se presenten tanto de la línea, batch y enlaces.
• Notificar eventos de Contingencia Operativa a área internas, derivado de Monitoreo de Servicio al Canal de Corresponsales.
• Mantener actualizadas Instrucciones de Trabajo (IT's) y Documentos de Consulta (DC), así como líneas ARCM asociadas a los procesos.
• Coordinar el mapeo de Políticas y Regulaciones para los procesos del Canal de Corresponsales.
• Administrar el proceso de Quejas del Canal de Corresponsales, con la extracción, análisis y segmentación para generar reporte para el equipo Comercial.
• Gestión y actualización de 4 Anexos de Servicio con el proveedor E-Global.
• Participación en la coordinación y seguimiento a requerimiento regulatorio de Pruebas anuales de Pentest al interior de Citibanamex.
• Seguimiento para la contratación de enlaces MPLS para nuevos Comisionistas.
• Generar documentación soporte en la certificación de nuevos Proyectos.
• Desarrollar anexos técnicos de los CCM de prospectos de Comisionistas.
• Coordinar la asignación de buzón de envío / recepción de archivos de conciliación.
• Apoyar en la atención de requerimientos de TPM coordinándose con los TPO de las relaciones.
• Asesorar a prospectos de Comisionistas relacionados en el desarrollo del formato ISO8585.

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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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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.

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