- Location
- Heredia, Heredia Province,CR, CR
- Type
- Full-time
- Experience
- 2+ years
- Education
- Associate
- Source
- Eightfold
Description
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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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
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 Citi’s EEO Policy Statement and the Know Your Rights poster.
