Citi Group HR Ops Sup Sr Analyst 

Costa Rica 

602024676

Position responsible for providing high end client / customer support management to our HR partners. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with HR groups for complete and accurate delivery of the responsibilities.

Responsibilities:

Responsible for aligning the interaction model with all relevant stakeholders and Legacy HRSS pillars.

Escalation Management

- Manage process delivery escalations and partners with Regional Operational Services and Global Processes Leads to coordinate root cause analysis and remediation plan for resolutions and work on required controls to be put in place. Ensure all stakeholders are kept regularly informed of progress to closure, providing visibility on resolution and including incident report status.

Executive support/case management

Maintain regular touchpoint with HR partners and relevant stakeholders

- Ensure effective delivery and execution of processes through partnering with HR to translate policies into operational processes, identifying key controls, driving improvement and measuring performance

- Play the role of an advisor/partner and build strategic relationship with Country, Regional, Product HR partners to identify sustainable actions, drive common practices and eliminate pain points.

- Conduct Monthly/Quarterly meeting with CHROs, Cluster CHROs HRPS, COEs and HR partners

Perform Legacy HRSS Pillar Process Review, improvement, investigation and resolution

- Provides expert problem management support to difficult or complex issues and ensures root-cause analysis is conducted with any learning applied for future benefit

Lead Legacy HRSS country/pillar huddles

Perform Projects and Initiatives implementation

- Steer global/ regional priorities and projects for country(ies) under scope in partnership with the operational services and global processes.

- Discuss strategic topics, progress of initiatives and action plans, results and metrics with stakeholders including Country Senior Management

Qualifications:

5-8 years of experience in client and issue management

Ability to work unsupervised and adjust priorities quickly as circumstances dictate

Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements

Self-motivated and detail oriented

Proven organization and time management skills

Demonstrated problem-solving and decision-making skills

Consistently demonstrates clear and concise written and verbal communication skills

Bachelor’s degree/University degree or equivalent experience

English (advanced)

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
• Skills: communication and negotiation

Time Type: