Citi Group Officer Complaint Management Intermediate Analyst Reporting & Analysis 

China, Hong Kong 

930475588

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Hybrid(Internal Job Title: Complaint Management Intermediate Analyst– C11) based in Hong Kong.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.
• We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.
• We empower our employees to manage their financial well-being and help them plan for the future.
• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
• We have a variety of programs that help employees balance their work and life, including generous paid time off packages.
• We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

In this role, you’re expected to:

• Monitoring and maintaining Regulatory consumer protection system daily
• Establishing/enhancing internal consumer protection policies / procedures subject to new regulations
• Overseeing the implementation of Monthly Consumer Protection Meeting
• Drive and implement staff recognition programs to promote customer centric culture.
• Produce communication contents to promote culture, customer centric behaviour and up-to-date digital development.
• Drive huddle activities across various departments to instill company values.
• Assist in call monitoring and reporting to support Net Promoter Score (NPS) bottom up fieldwork
• Track NPS bottom up performance movement, analyse and identify actionable insights and provide timely regular updates for performance improvement.
• Assist in quality assurance and results monitoring in support of Net Promoter Score top down fieldwork operations include fieldwork witnessing, quality assurance, result monitoring and related tasks.
• Provide support on cultural or regional driven initiatives when required.
  review post sales communication to ensure relevance of the communication materials including adherence to Citi branding guidelines including logo, format and language
• 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.

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

• At least 2 years relevant experience working in customer service, marketing, legal, compliance or related fields
• Bachelor’s/University degree or equivalent experience

Time Type:

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