Citi Group Officer - HR Operations Support Analyst Hybrid 

Philippines, Taguig 

236011324

Shape your Career with Citi

We’re currently looking for a high caliber professional to join our team asOfficer, HR Operations Support Analyst 2 - Hybridbased in Taguig, 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.

In this role, you are expected to:

• Provide second-level support for learning related cases, ensuring the timely and effective resolution of issues raised by learners.
• Collaborate with HR partners, the Help Desk team, Technology, and other stakeholders to address learning support needs and enhance Citi’s Learning operations.
• Manage and resolve cases using the case management system, escalating defects or high impact issues to the Technology team as necessary.
• Work closely with the Technology team to raise and troubleshoot technical issues encountered by learners, escalating technical issues that require in-depth resolution.
• Coordinate with the HR Help Desk team on recurring learner issues and upcoming system activities to minimize disruptions and enhance learning experiences.
• Serve as the primary contact for escalated learning-related cases, analyzing and identifying root causes and applying solutions to prevent recurrence.
• Maintain detailed records of support cases, resolutions, and follow-up actions to support continuous improvement in learner support services.
• Provide guidance and training to the first-level support team, equipping them with the knowledge to resolve basic learner inquiries effectively.
• Participate in initiatives to streamline the learning support process, leveraging insights from case data to improve response times and learner satisfaction.
• Generate and review reports on learning support cases, identifying patterns and recommending proactive solutions for common issues.
• Conduct follow-ups with learners to ensure satisfaction with the resolution and gather feedback for improving the learning support experience.

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

• 2 years relevant experience
• Knowledge in case management - ServiceNow (desirable)
• Agile Methodology and JIRA knowledge will be an advantage
• Proficient in Microsoft Office
• Ability to work under pressure and manage deadlines or unexpected changes in requirements.
• Self-motivated and detail oriented.
• Demonstrates proactivity and works effectively with minimal supervision.
• Strong organizational and time management skills.
• Demonstrated problem-solving and decision-making skills.
• Clear and concise written and verbal communication abilities.
• Analytical, research, and problem-solving skills.

Education:

Bachelor's/Universitydegree or equivalent experience

Take the next step in your career, apply for this role at Citi today

• Background in Help Desk or Customer Service roles
• Knowledge in ServiceNow (desirable)
• Agile Methodology and JIRA knowledge will be an advantage

Time Type: