Ops Sup Analyst 2 at Citi

Heredia, , Costa Rica -

Full Time

Start Date

Immediate

Expiry Date

30 Mar, 26

Salary

0.0

Posted On

30 Dec, 25

Experience

2 year(s) or above

Remote Job

Yes

Telecommute

Yes

Sponsor Visa

Skills

Subject Matter Expert, Quality Monitoring, Coaching, Data Analysis, Problem Solving, Decision Making, Microsoft PowerPoint, Microsoft Word, Microsoft Excel, Organizational Skills, Project Management, Networking, Analytical Thinking, Process Improvement, Time Management, Communication

Industry

Financial Services

Description

Candidate will Acts as a Subject Matter Expert and is the first level contact to guide and support Specialists by providing HR, business and policy knowledge, as well as process and tool expertise. Partners with Supervisor/ Manager to complete quality monitoring on a monthly basis, offering feedback and coaching when needed to ensure desired behavior's related to the Customer Experience are immediately shared. Act as primary back-up for the Team Manager when necessary Create and improve tools to increase specialist's subject knowledge and reduce errors Develop actionable plans to reduce issues and improve escalation channels Identifies trends and anomalies, and presents options for improvement or updates to content through knowledge articles Analyzes data to identify improvement opportunities across the teams driving effectiveness and efficiency improvements. 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 Monitor work progression ensuring completion of assignments by requested due date Ensure consistent application of team process controls Uses professional judgment, discretion, and business expertise to resolve varied and complex issues that have notable impact on the business. Applies good understanding of how the team/area interacts with other departments in accomplishing the objectives. Provides analysis and recommendations for managers on how to manage work during peaks while ensuring proper coverage to meet SLA requirements 2+ years relevant experience * Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements * Demonstrated problem-solving and decision-making skills Intermediate expertise in PowerPoint, Word and other Microsoft applications; able to create documents and other items singularly without assistance. Intermediate Excel skills: can confidently create, manipulate, pivot, trend data in Excel Use appropriate grammar, ask clarifying questions, listen for unexpressed needs, and offers solutions when appropriate. Utilizes effective networking and relationship building skills to create strong, unified teams with internal and external skills Displays highly self -motivated, analytical, detail oriented, organized and methodical thinking skills; uses good judgment when making decisions Experience in creating and implementing processes; identifying gap or root cause, analyzing processes, creating action items and implementing improvements Demonstrated organizational, time and project management skills Ability to effectively manage multiple responsibilities using prioritization and organizational tools such as outlook, calendars, and other methods. Bachelor's degree/University degree or equivalent experience ------------------------------------------------------ For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------

Responsibilities

The candidate will act as a Subject Matter Expert, guiding and supporting Specialists with HR and business knowledge. They will also analyze data to identify improvement opportunities and serve as a liaison for work assignments.