Banking Operations Specialist

Job Description

Responsibilities:

CSIPL (Citi Services India Private Limited) partners provide critical support to the Account Opening process, encompassing both the establishment and ongoing servicing of Retail Bank Accounts in strict adherence to regulatory guidelines. This support extends to a diverse range of functions, including financial adjustments for accounts, initiated by factors such as returned deposited items or direct requests from branches or clients

Justification / Responsibilities:

The Ops Support Specialist 5 is an entry-level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account opening, account maintenance, imaging and the opening of accounts in coordination with the operations - Core Team. Additionally, the Ops Support Specialist 5 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:

• Provide efficient and effective customer service, resolving inquiries and supervising escalated issues for Citi's clients.
• Achieve 100% accuracy and turnaround time (TAT) targets for defined processes, eliminating undue pending tasks.
• Prepare and ensure timely and accurate Management Information Systems (MIS) and reporting.
• Facilitate cross-functional support and training for team efficiency improvements.
• Collaborate with the team and be flexible with shift timings to meet business needs and handle peak volumes.
• Partner with validation and dependent teams for timely closure of items.
• Contribute to ongoing Lean and process improvement projects.
• Drive self and team initiatives, including employee engagement, learning, and development.
• Support and participate in Line of Business (LOB)/Site level initiatives and Global Community Day activities.
• Act as a subject matter expert in the process.
• Ensure timely response to all emails (customer queries, business partner, HR, and organizational communications) without follow-ups.
• Maintain fair, balanced, and customer-focused communication with internal and stateside partners.
• Adhere to Client Excellence values, prioritizing customer needs and delivering superior experience.
• Implement a minimum of three process improvements (e.g., Value Stream Mapping, re-engineering, automation) and drive them to closure.
• Support the process to achieve annual MTP (MTP save) goals.

Qualifications:

• 2-4 years of relevant experience
• Proficient in Microsoft Office/ Citi AI Tools
• Comprehensive knowledge of Branch and Client servicing process
• Ability to work unsupervised and apply problem solve capabilities
• Ability to work occasional weekends to support application releases and COB testing

Demonstrated analytical skills and mathematical knowledge

• Consistently demonstrates clear and concise written and verbal communication skills

Education:

• Graduate or above.

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