The Ops Sup Analyst 1 is an entry-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 1 serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is toprovide ownership in development and support of automation related activities. Supports activities related to User Acceptance Testing (UAT) process in Retail space and project rollout into production. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations.

Responsibilities:

1.Supports initiatives related to User Acceptance Testing (UAT) process in Retail space and projects rollout into production.
2.Development in Advanced Excel & Access Macros.
3.Need to possess sound logic and good knowledge in Macro coding & debugging.
4.Candidate will work independently and is highly self-motivated.
5.Understanding of existing automation to assist in any changes required
6.Providing second line production support including root cause analysis for the developed autoamtion solutions.
7.Coordinates with multiple testers and testing activities within a project.
8.Interfaces with development teams if clarification is needed on requirements or to convey test results.
9.Exhibits good understanding of concepts and principles in own technical area and a basic knowledge of these elements in other areas.
10.Execute Citi’s performance development framework responsibilities for directly managed staff.
11.Understand the end-to-end process, required controls, systems and applications used and stakeholders involved.
12.Provide process subject matter expertise on changes resulting from business initiatives, technical upgrades or regulatory/compliance required changes.

Day-to-Day Responsibilities:
1.Liaise with the respective Citi Australia Offshore Services Process Manager for change management and escalation activities.
2.Investigate and respond for escalated matters and management concerns as they arise.
3.Identify coaching opportunities and provide feedback to direct reporting staff.

Education:Bachelor’s/MBA degree
Experience:
1.5-6 years of which 3-4 years in Operational process management in Banking Operations
2.Should have good comprehension skills & be attentive to details
3.Should have good communication skills
4.Should be able to make sound decisions based on information on hand
5.Customer oriented
6.Good good understanding of branch facing processes
7.Managed a team for 1-3 years
8.Competence in Risk & Control, detailed knowledge of Citi policies and procedures, ability to identify and mitigate emerging risks

Skills:
1.Knowledge of Microsoft Office Applications (Excel, Word, PowerPoint).Strong knowledge and hands-on experience in Advanced Excel & Access Macros.
2.Good oral and written communication skills (call outs to customers)
3.Good customer service skills, service oriented
4.People and Process Management, strong Communication skills
5.Team building - Ability to manage diverse teams, conflict management
6.Ability to prioritize; analytical thinking and attention to detail
7.Ability to handle pressure, Strong inter-personal skills
8. Flexibility to work in different shifts (early morning & late night) as per requirement of different APAC country time zones & holiday calendar. Rotating shift with work on Saturday/Sundays with 5 day work week schedule.

Professional Attributes
1.Able to maintain good rapport with peers and supervisors
2.Values attendance and punctuality
3.Strictly observes deadlines and cut-off times

Personal Attributes
1.Good comprehension skills
2.Organized and systematic
3.Hardworking and patient

Other:
1.Incumbent will be required to work a shift that incorporates Australian Business hours
2.Incumbent will be required periodically to assist with system testing for technology upgrades and Business Continuity Planning (BCP). Some testing will occur on weekends.