Citi Group HR Delivery Ops Manager 

Costa Rica 

184537964

Responsibilities:

• Manages daily IM queue management activities
• Work closely with management in process improvements and Innovation projects, makes judgments and recommendations based on analysis and domain knowledge in order to increase customer satisfaction and minimize any possible risks.
  - Performs process coordination/discussions with other pillars (local/regional/global) to resolve inquiries
  - Performs analysis on voice of customer survey results
• Effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
  - Executes People management tasks
  - Performs Quality check on IM cases
  - Performs Team Access/Entitlement management
  - Lead team huddles and/or weekly team meeting
  - Ensure LMS required Trainings are completed
  - Staffing / Interviewing of Team resources
• Analyze Operations information and make evaluative judgements to solve problems
  - Performs process coordination/discussions with other pillars (local/regional/global) to resolve inquiries
  - Performs analysis on voice of customer survey results
• Responsible for Identifying and resolving routine problems and operational issues with broader departmental impact within established procedures
  - Performs Escalation Management.
  - Appropriately assess risk when decisions are made.
  - Applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.
  - Handles STS IM resources content management (SOP, KA, Share Point).
  - Participate and/or leads global projects.
• Constant monitoring of work volumes in order to achieve operational metric targets by managing and balance incoming workload with available staff.
  - Queue coordination
  - KPI Monitoring
  - Lead team huddles and/or weekly team meeting
• Use a forward-thinking approach and explore innovations on the current process, act as Subject-Matter-Experts/Point-of-contacts for specific areas of concern.
• Serve as a backup for manager, as needed.
• 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:

• 5-8 years of relevant experience
• Proficient in Microsoft Office
• Ability and experience working in a fast paced, high pressure environment
• 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.

• English advanced (must)
• Experience in HR or Operations roles
• Leadership experience

Time Type: