Citi ROHQ - ESC - Operations Accounting Analyst in Manila, Philippines

  • Primary Location: Philippines,National Capital,Manila

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17053337

Description

Position Summary

An intermediate professional role responsible in addressing queries of internal and external clients. As the source of queries are mostly phone calls, specialized call-handling skills are utilized to serve as middle-men or mediators for data gathering, probing and providing solutions. Good knowledge of the range of processes, procedures and systems need to be acquired to render communication and coordination in a satisfactory manner. For concerns which cannot be resolved at the time of the call, the role must also perform follow-through for Incident raised which serves as reference for the unresolved case.

Simple to intermediate escalations are received where judgement and recommendations are made based on established policy and processes.

Impact of work rendered extends to the business or customers served through the quality of the tasks provided. No supervisory responsibilities are expected from the role though staff may be involved in special projects to support management and site deliverables.

Role is highly involved in information dessemination to assist awareness of implemented processes resulting to better customer experience.

Key Roles and Responsibilities:

Biz Operations:

  • Responds to queries / concerns (mostly via phone) regarding transactions processed by the Centre

  • Ensures that queries and requests are processed within Service Level Agreement (SLA) to maintain customer satisfaction

  • Ensures that queries and requests are well documented, monitored and efficiently addressed by regularly updating the tickets logged

  • Coordinates with the Operations Team for requests and concerns raised by stakeholders

  • Assists in the creation and execution of a consistent communication process

Risk and Control:

  • Ensures that agreed control processes and procedures are implemented to identify and mitigate risks in areas of responsibility

  • Participates in COB exercises for the unit for an effective back-up system within the group

Others:

  • Performs sanity check / review of the systems being used to ensure that technical and hardware updates / changes will not disrupt daily operations once implemented

  • Assists in informal training / coaching of new team members

Interactions:

  • Regularly coordinates with other Team Members, Team Leads and Seniors, both internal and external, for production updates, service feedback and issue resolution

Qualifications

Job Requirements / Qualifications

Minimum Education:

  • High School

  • 2 Years College

  • 4 Years College

  • Masters Degree

  • PhD

Minimum Experience:

  • 0 - 2 years

  • 2-4 years

  • 4-7 years

  • 7-10 years

  • More than 10 years

General Requirements

Education:

  • Business Course

Knowledge:

  • Experience working in cross-cultural global teams

  • Proficient in the use of office applications (MS Office, MS Word, MS Excel, MS PowerPoint)

Skills:

  • Excellent English written & verbal communication skills

  • Swift call-handling skills that will turn a conversation from dissatisfaction to satisfaction

  • Knowledge in foreign languages is an advantage (e.g. Japanese, Mandarin, etc.)

  • Effective time management, documentation and organizational skills

  • Good problem-solving skills; is able to grasp complex issues and provide solutions

  • Strong interpersonal skills; strong stakeholder management skills

  • Able to rapidly learn technical and business techniques and knowledge

Competencies:

  • Committed to excellence

  • Action-oriented, logical and rational

  • Analytical and organized, with attention to details

  • Client-focused for exemplary customer service

  • Courteous and diplomatic when communicating with stakeholders

  • Flexible and team oriented, willing to learn and share experience with other team members

  • Has a strong sense of urgency

Working Hours:

  • Willing to work on shifts

  • Willing to work long hours, holidays and / or weekends