Citi ROHQ - FRSS - BSC Analyst in Philippines

  • Primary Location: Philippines,Central Luzon,Makati

  • Education: Bachelor's Degree

  • Job Function: Finance

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 18016198

Description

  • As SME (Subject Matter Expert), the team lead mentors, coaches, trains, and oversees progress of junior Proofing Specialists and assists them in addressing concerns, as well as issues with customers

  • Ensures that errors and issues for assigned accounts are identified, properly escalated and reported in a timely manner

  • Ensures that an internal control system of segregating duties is effectively carried out

  • Reallocates resources where required so priorities and urgent items are addressed within service level standards

  • Provides regular performance feedback that adds value to the personal and professional growth of the Proofing Specialist, and is beneficial to the improved performance of the production team

  • Performs regular checks and verifies that all the eDCFC’s are properly followed and adhered to

  • Assists the unit head in capacity planning, risk management, and implementing procedures/systems for continuity of business (COB)

  • Performs overseeing and testing for system enhancements or resolutions to ensure that updates/changes will not disrupt the production process once implemented

  • Conducts/Facilitates Service Excellence/customer calls, as needed

  • Develop a strong working relationship with the internal Citi customers serviced by the unit, ensuring that high quality service standards are maintained by the team

  • Develop customer service excellence. It includes metrics distribution, conduct customer service calls, and initiate process improvements for the whole team

  • Leads or participates in regional or in-country projects that promote innovation in the work station, cost savings, voice of the employees and CSS as a workplace of choice

  • May also be assigned to projects and Ad hoc activities

Qualifications

  • Excellent English written and verbal communication skills

  • Effective time management, documentation and organizational skills

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

  • Strong interpersonal skills; has ability to develop strong partnership with stakeholders

  • Able to handle high volume of work

  • Able to rapidly learn technical and business techniques and knowledge

  • Ability to discern a situation and escalate as needed

  • Fosters good leadership skills

  • Graduate of a business course, preferably Accountancy

  • CPA title and 1-year audit experience are preferred

  • At least three years work experience