Operations Support Analyst 1

The Citi Staffing Office is a centralized global function which manages the firm’s non-employee workforce. The Staffing Office is comprised of multiple teams with specialized functions in recruitment of temporary staffing needs, the onboarding of all non-employees, preferred supplier management & contracting, supplier performance management and reporting & analytics.

The Onboarding Coordinator will have accountability for performing non-employee onboarding activities in a high volume, fast paced environment with a focus on strong data integrity and quality.

Job Purpose

• Follow documented procedures and processes to onboard non-employees across the globe for multiple sectors across Citi

  
  

• Develop relationships with users across the business (Hiring Managers, Chief of Staff, Sourcing, Suppliers)

  
  

• Performs on-boarding, maintenance and offboarding activities in the Non-Employee Management System (NEMS)

  
  

• Compliance of onboarding documents to ensure alignment with internal Citi policies and regulations at both the global and geography/country level

  
  

• Adherence to required due diligence checks based on non-employee work location

  
  

• Working as part of a team to provide onboarding support to a wide spectrum of Senior Stakeholders.

  
  

• Acting as the first point of contact for onboarding related queries from clients and escalating as appropriate for resolution.

  
  

• Responsible for meeting productivity and data quality targets

  
  

• Maintain high standards for data quality by ensuring accuracy of data entry, adherence to documented compliance and control requirements and swift resolution of data quality issues/errors

  
  

• Sharing ideas for process improvements, automation and quality/control enhancements around operational and team excellence.

  
  

• Maintain communication with internal Citi business partners and suppliers regarding onboarding cycle time and status

  
  

• Prioritization of onboarding requests to adhere to Staffing Office service level agreements

  
  

• Management of incoming requests via ServiceNow, with accurate tracking, timely updates and providing detailed updates to requestors

  
  

• Provide excellent customer service to both internal and external clients

  
  

Knowledge/Experience

• Previous Back Office/Financial Services/Banking/Onboarding/Staffing industry and Vendor Management systems preferred.

  
  

• Minimum 2 Years’ experience of working in an administrative or business office environment with the use of in-house computer systems from Windows and the whole Microsoft Office package.

  
  

• Minimum 1 Year experience of Relationship management - including internal and external clients/stakeholders to demonstrate ability to provide excellent customer service.

  
  

• Experience using Microsoft Office tools

  
  

• Outlook: create, organize, read and reply to emails, calendar and contact management, creation and management of meeting invites, creation of signatures for faster and prepopulated email responses as well as rules, and any other further Outlook knowledge that can be useful for the role.

  
  

• Word: Reference and search for content in existing Word documents related to onboarding tasks

  
  

• Excel: creation of workbooks, entering and managing data, use of basic formulas and operations

  
  

• Teams: use of the tool for instant communication within the Citi network, teams’ management, and any other further Teams knowledge that can be useful for the role.

  
  

• Experience using Zoom as a meeting software: schedule of meeting, joining meetings, use of the different features within the fool that can be useful for the role.

  
  

• Technical/associate degree in Business Administration.

  
  

• Risk and control knowledge.

  
  

Skills

• Excellent written and verbal communication skills in English (Spanish is a plus)

  
  

• Accuracy and attention to detail - pays particular attention to detail and accurate data/work.

  
  

• Adaptability - flexible approach and attitude to role with a willingness to adapt to needs and demands of business.

  
  

• Strong organizational skills with the ability to prioritize work to align to service level agreements

  
  

• Ability to learn new applications quickly

  
  

• Able to grasp and master new requirements and related knowledge.

  
  

• Relationship Management within our internal/external customers.

  
  

• Strong time management skills (able to handle 150-250 emails in a daily basis).

  
  

• Ability and experience working in a fast paced, high-pressure environment

  
  

• Ability to multi-task on a consistent basis (handling multiple requests thru email, onboarding in SAP Fieldglass, tracking status of requests, communicating status of requests, attending meeting and participating in chats with colleagues and internal Citi partners)

  
  

• Strong problem-solving capabilities

  
  

• Clients come first - build long term relationships with clients by putting their interests first.

  
  

• Work as a team to get the job done

  
  

• Adaptability - flexible approach and attitude to role with a willingness to adapt to needs and demands of business.

  
  

• Flexibility to work in an office environment and/or remotely when needed

  
  

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