Citi Group Officer - HR Delivery Inquiry Management Generalist Hybrid 

Philippines, Taguig 

846500818

Officer(C09) HR Delivery Inquiry Management Generalist - Hybrid(Internal Job Title: Officer –) based in Manila, Philippines.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.

Responsibility Composition:

• 90% Production Activity (e.g. task/responsibilities, meetings, risk/control)
• 10% Re-Engineering

In this role, you are expected to:

• Take ownership of general customer enquiries and provide solution to problems in an accurate and timely manner, e.g. assist customers with troubleshooting, navigational issues across multiple systems—Workday, ServiceNow, Learning Management System, HR Help Center
• Ensure timely and accurate service delivery in accordance with stipulated Service Level Agreements (SLAs)
• Serve as the primary point of contact for resolution of issues within designated area; escalate issues to appropriate parties whenever necessary to resolve issues quickly and efficiently
• Establish customer needs through ServiceNow cases or chats.
• Understand customer needs and adjust to customer’s changing priorities
• Ensure availability and accessibility of contact to prevent service lapse in urgent cases
• Adopt a customer-centric approach when handling customer complaints and take accountability for resolving customer complaints; see issues through the eyes of the customers
• Handle complaints tactfully by showing empathy and care. Assist other generalists in management of complaints, escalations, irate chat customers
• Provide information and educate customers on HR policies, systems and processes
• Meet and exceed customer expectations by offering exceptional service; demonstrate flexibility whilst consistently complying with company policies and procedures
• Collect feedback from customers through various channels and ensure customer satisfaction
• Engage in discussions, trainings, workshops related to re-engineering and lead re-engineering projects and initiatives.
• 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 in the generalist scope.
• 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.
• May act as back-up of team lead, performing team management administrative tasks, when needed.

As a successful candidate, you’d ideally have the following skills and exposure:

• Fresh graduates with internship in HR may apply
• 1-3 years of related work experience
• Ability to act as subject matter expert
• Willingness to actively participate in projects
• Demonstrated problem solving skills
• Self starter attitude
• Consistently demonstrates clear and concise written and verbal communication
• Bachelor’s degree/University degree or equivalent experience preferred

Time Type:

View the " " poster. View the .

View the .

View the