Banamex-Analista Jr de Negocios (Canales digitales)

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.

•Review and analyze problems reported by the Contact Center, Branch, Business Partners and/or escalated by senior management in the aforementioned channels to determine if it is related to a current incident, if it requires the registration and documentation of a new failure scenario or if it refers to an atypical case.

•Evaluate the volume of impact of each event to determine the prioritization of care together with your manager.

•Timely monitoring of incidents that are recorded in the channels and acting as a business representative interacting with the areas involved.

•Document the problem, the reviews and actions that were taken to correct it; or the definition determined with Production Management and Technology for the solution.

•Liaison between the affected management and operations with Production Management/Technology

•Carry out constant evaluations of open incidents to determine if it is feasible to continue or a project is required to solve the problem.

•Prepare metrics and reports to present to Senior Management and multidisciplinary forums.

•Confirm compliance with the controls in the incident process that the area has through the three channels.

•In the absence of your manager, serve as support for decision making, consulting the Senior Manager in advance.

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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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