Officer - Operational Intermediate Analyst

Whether you’re at the start of your career or looking to discover your next adventure, your story begins here. At Citi, you’ll have the opportunity to expand your skills and make a difference at one of the world’s most global banks. We’re fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning. You’ll also have the chance to give back and make a positive impact where we live and work through volunteerism.

Shape your Career with Citi

We’re currently looking for a high caliber professional to join our team as Officer, Officer - Operational Intermediate Analyst Hybrid (Internal Job Title: Ops Sup Intermed Analyst – C11) based in Chennai, India. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
• We have a variety of programs that help employees balance their work and life.

# About the Team

The ICBS Operational Service Center is a first-in-class team focused on the delivery of operational excellence. The team is primarily responsible for performing product-agnostic activities on behalf of countries across the regions, improving services to maintain internal client satisfaction, and executing administrative and technical tasks including Invoicing processing, Third Party Management (TPM) policy compliance activities, and SNOW Case Management, among others.

The BAO and BAO Support members within ICBS Central Operations are subject matter experts on Third Party Management policy, accountable and responsible for supporting the completion of controls in a safe and timely manner, and for guiding in-country BAOs across all activities related to TPM policy.

# Role Overview

This is an Operations role responsible for executing a combination of Third Party Risk Management (TPRM) activities and Invoicing & Procurement operations within ICBS. The role is designed to provide flexibility across core operational pillars and is also accountable for driving business strategy, overseeing ICBS service delivery, managing outsourced operations, and cultivating strategic relationships with key stakeholders across the organisation.

BAO / BAO Support Activities – Third Party Management policy compliance, vendor risk controls, and ongoing monitoring. Invoicing & SNOW Operations – Invoice processing, Purchase Order creation, and ServiceNow case management.

The overall objective is to provide day-to-day operational support in alignment with ICBS operations support infrastructure and processes, ensuring controlled, compliant, and timely delivery across both functional areas — while leading strategic execution, maintaining a robust control environment, and fostering strong relationships with internal clients and senior stakeholders.

# Key Responsibilities

## Operational Leadership & Service Delivery

• Drive the execution of the Business strategy and operational delivery in conjunction with Cluster Heads.
• Oversee and manage all ICBS services, including ICBS operational and vendor management.
• Lead the operational execution of core business responsibilities and services, ensuring efficient and compliant delivery of ICBS services in-country.
• Ensure all duties and requests are resourced, completed in a controlled and timely manner, and consistently meet agreed minimum business operating standards.
• Serve as a key internal customer-facing representative, interacting with Citi's internal stakeholders to ensure effective delivery of products and services, and communicating key changes and strategy implementations.
• Build and maintain a robust control environment across all areas of responsibility.
• Oversee significant outsourced operations.
• Proactively resolve issues with urgency, identifying root causes to prevent recurrence; escalate, manage, and report control issues with transparency.
• Conduct regular reviews of ICBS processes against policy and regulatory requirements.
• Actively participate in regional and global calls;
• Cultivate and maintain strong relationships with key internal clients, senior cluster management, Country Officers, and business heads to ensure ICBS performance aligns with requirements and expectations, providing regular updates on strategic initiatives.
• Foster strong relationships and cooperation with internal peers, other local/regional units, top management, vendors, suppliers, and external partners.
• Effectively escalate issues, manage upwards, and implement robust communication plans.
• Fulfil all Third-Party Management requirements on a timely basis.

## Third Party Management (BAO / BAO Support)

• Serve as a Subject Matter Expert (SME) on Third Party Management policy and TPM controls.
• Perform post-contract ongoing monitoring activities based on specific third-party risk profiles, country, and/or business requirements, in compliance with TPM requirements.
• Proactively engage in-country BAOs before the launch of controls to provide visibility of workload and prepare ahead of time.
• Update vendor risk profiles to ensure adequate controls are in place to mitigate risks.
• Complete On-going Monitoring controls before their due date
• Complete Due Diligence controls in the shortest possible timeframe.
• Monitor progress on agreed third-party remediation activities and proactively escalate issues as necessary.
• Liaise with Sector/Regional Risk teams to provide guidance on policy compliance and overall third-party risk management requirements.
• Keep In-Country BAOs, Cluster Heads, and Product Leads informed of the status of open controls or tasks.

## Invoicing & SNOW Operations

• Review invoices to ensure accuracy and submit them for payment processing.
• Raise Purchase Orders (POs) in the P2P system, validating all required information prior to processing.
• Process allocation of charges to business units, ensuring correct assignment of expenses generated by suppliers.
• Address customer inquiries, FAQs, and entitlements via email or ServiceNow (SNOW).
• Monitor work progression to ensure completion of assignments by requested due dates and in adherence to SLAs.
• Apply relevant internal and external policies during daily processing.
• Ensure consistent application of team process controls.
• Research and seek solutions to inquiries related to help content, open items, and policy gaps or changes.
• Serve as liaison between business units for work assignments by asking fact-finding questions and following up on open items.

## General Responsibilities

• Maintain a clear understanding of all Citi policies and procedures that directly impact Third Party Management and Invoicing operations.
• Build strong internal relationships and help strengthen controls and awareness across Citi businesses.
• Respond to TPM and Invoicing-related queries/concerns via phone, email, or chat from different stakeholders.
• Ensure customer queries are well documented, monitored, and efficiently addressed at all times.
• Fulfill clients' needs while providing an exceptional client experience, measured by specific metrics.
• Appropriately assess risk when business decisions are made, demonstrating consideration for the firm's reputation and safeguarding Citigroup, its clients, and assets by driving compliance with applicable laws, rules, and regulations.
• Escalate, manage, and report control issues with transparency.
• Support ad-hoc requests and activities as needed.

# Strategy

• Execute ICBS strategy in coordination with Cluster heads, aligned with Product strategy.
• Identify and implement continuous improvement and re-engineering initiatives to drive cost savings, standardisation, productivity improvements, and efficiencies.
• Ensure compliance with global, local, and regional policies and procedures, meeting local regulations.
• Lead local change initiatives and programmes.
• Directly participate in and/or coordinate critical transformation projects.

# Financial Management

• Rigorously manage financial resources and influence direct and indirect spend.
• Provide clear explanations for monthly variances.
• Execute Book of Work strategic plans, track progress, and report savings on a timely basis.

# Qualifications

• 6-8 years overall experience, 2–3+ years of relevant experience in vendor management, operations, or a related field.
• Experience in Third Party Management is preferred.
• Familiarity with ICBS products (Archiving, Corporate Card, Vehicle Programme, Managed Print, Mail & Distribution, Transaction Print, Marketing Print, Global Travel, Office Supplies & Stationery, and other Business Partner Services) is a plus.
• Proficient in Microsoft Office suite.
• Proven execution skills with the ability to drive results in a Business/Operational organisation.
• Strong organisational and time management skills with the ability to handle conflicting priorities.
• Excellent communication skills (written and verbal) required to effectively influence a wide range of stakeholders.
• Self-motivated, detail-oriented, and capable of working under pressure while managing deadlines or unexpected changes.
• Demonstrated problem-solving and decision-making skills.
• Ability to navigate through a global framework and handle competing priorities and goals.
• Ability to appropriately assess risk when business decisions are made.

# Additional Information

• The role may be assigned to either the BAO/BAO Support team or the Invoicing & SNOW Operations team based on business needs and team capacity.
• The successful candidate is expected to develop cross-functional knowledge across both operational areas over time.

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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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