Citi ROHQ - CTO - Risk Operations Analyst in Philippines

  • Primary Location: Philippines,Central Luzon,Makati

  • Education: Bachelor's Degree

  • Job Function: Risk Management

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17005670

Description

  • Provide high quality support to users of the risk systems by offering proactive and timely investigation and tracking through to final resolution of issues

  • Provision of first level support to the global team as well as to end users in all aspects of the risk systems and associated issues

  • Provide support to other team members of the helpdesk team, assisting in identification of knowledge gaps and refinement of processes as circumstances or requirements change

Qualifications

  • Resolve user problems by acting level 2 Subject Matter Expert Analyst

  • Provide information by answering questions and requests as they come across the helpdesk via email or phone

  • Determine, and advise the cause of the problems that affect day-to-day functionality of the systems

  • Where possible propose creative solutions or workarounds

  • Provide ad hoc/informal user training by identifying users requiring assistance with risk systems

  • Ensure all referrals are followed through to completion on a timely basis, with follow-ups occurring in accordance with published performance standards/service level agreements

  • Prevent recurrence of database and user problems by analyzing problem management records (FAQs/knowledge base)

  • Update the knowledge base when issues are identified which need to be documented for future reference

  • Service customers by maintaining quality service and operations

  • Analyzing, defining, developing and providing results and anticipate trends in a timely manner

  • Contribute to team effort by accomplishing related results as needed

  • Escalate relative information by forwarding to RSS 3rd level support if necessary

  • Prepare special reports as needed that are not readily available to the users by using the query tools available

  • Work with other team members if required to provide efficient and timely results

  • Develop analyze and interpret the data from the risk systems, making comparable analyses, recommending options and courses of action

  • Work closely with the other regional Helpdesk teams to ensure knowledge sharing and transfer of best practices

  • Work closely with other parties such as technology when required to resolve issues

  • Prioritise, schedule and complete any other adhoc tasks as assigned by Helpdesk manager