Operations Support Analyst

About the Role

The Quality Assurance Ops Support Analyst 1 is an entry-level position responsible for supporting quality assurance and operational control activities within Core Operations. The overall objective of this role is to ensure high-quality service delivery, operational excellence, and compliance with Citi policies, procedures, and regulatory requirements.

Key Responsibilities

• Perform quality assurance reviews and business analysis of current and future state Client Reports and Advices (client communication letters, notices, and confirms).
• Review operational processes and transactions to ensure compliance with established procedures, regulatory requirements, and quality standards.
• Identify defects, process gaps, control weaknesses, and improvement opportunities through quality monitoring activities.
• Conduct root cause analysis and recommend corrective and preventive actions to improve quality, accuracy, and operational efficiency.
• Provide regular status updates for all project participants and create presentations for management and steering committee updates.
• Work with various Legal, Compliance, Operations, and Business teams to obtain sign-off on all regulatory business requirements.
• Serve as a primary liaison between key business stakeholders and technology teams, including recommending business priorities by advising stakeholders on options, risks, costs, prioritizations, and delivery timelines.
• Create and facilitate training sessions, webcast demos, quality refreshers, and write User Acceptance Test (UAT) scripts and business scenarios against specified requirements.
• Create, manage, and maintain project plans and act as the project coordinator for all follow-ups across various departments.
• Work on multiple projects in parallel focusing on continued delivery of regulatory client deliverables, such as legal statements, performance reporting, advices, letters, and notices.
• Prepare quality reports, scorecards, management information reports, and trend analysis to support operational decision-making.
• Support continuous improvement initiatives aimed at enhancing customer experience, operational effectiveness, and quality performance.
• Fulfill clients' needs while providing an exceptional client experience, measured through established quality and service metrics.
• 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.

Requirements & Tech Stack

• Proficient in Microsoft Office applications, particularly Excel, PowerPoint, and Word.
• General knowledge of client reporting, operational controls, and banking processes across the industry.
• Working knowledge of SQL environments and database queries.
• Proven organizational and time management skills.
• Demonstrated analytical, problem-solving, and decision-making skills.
• Ability to identify trends, assess risks, and recommend process improvements.
• Consistently demonstrates clear and concise written and verbal communication skills.
• Ability to work independently and manage multiple priorities in a fast-paced environment.

Preferred / Value-Added Skills

Experience working with the following applications will be considered a strong advantage:

• FDR
• AWS
• BEST
• ASPEN
• PEGA
• G360
• FD
• KANA
• ROADS
• SAMS
• COBALT
• SAWGRASS

Experience with workflow management systems, case management platforms, customer servicing applications, quality monitoring tools, and operational reporting systems is highly desirable.

Qualifications

• Previous relevant experience in Quality Assurance, Quality Control, Banking Operations, Audit, Risk & Control, or Operations Support preferred.
• Experience in quality monitoring, transaction review, defect identification, error analysis, and root cause analysis is preferred.
• Bachelor's Degree / University Degree or equivalent experience.