Business Support Analyst

hace 4 días


San José, Costa Rica Citi A tiempo completo

The Business Support Analyst (BSA) (formerly Control Tower Analyst) will be responsible for monitoring and ensuring the timely execution of the manual and semi-manual transactions of the corporate clients in accordance with the SLAs defined in the ADR’s (formerly PLSDs) and aligned with the client's value proposition, product, process and geography. The incumbent will work with the Relationship Managers (RMs) and Business Assistant (BA) to coordinate the prioritization of customer requests and with the Business Assistant (BA) for the resolution of exceptions in the processes, as well as serve as a single point of contact for the different Operations teams of ICG products before regional business and teams. The BSA will generate quality metrics and operational intraday and ex-post to evaluate the service and propose opportunities for improvement.

This role implies a high sense of quality in the execution of operational processes, ability to prioritize a high volume of transactions for corporate clients and interaction with multiple Operations teams, Citi Shared Centres (CSCs) formerly Regional Processing Centers (RPCs) and BAs to ensure operational execution.

**Responsibilities**:
**3. POSITION OBJECTIVE**:
The Business Support Analyst (BSA) (formerly Control Tower Analyst) will be responsible for monitoring and ensuring the timely execution of the manual and semi-manual transactions of the corporate clients in accordance with the SLAs defined in the ADR’s (formerly PLSDs) and aligned with the client's value proposition, product, process and geography. The incumbent will work with the Relationship Managers (RMs) and Business Assistant (BA) to coordinate the prioritization of customer requests and with the Business Assistant (BA) for the resolution of exceptions in the processes, as well as serve as a single point of contact for the different Operations teams of ICG products before regional business and teams. The BSA will generate quality metrics and operational intraday and ex-post to evaluate the service and propose opportunities for improvement.

This role implies a high sense of quality in the execution of operational processes, ability to prioritize a high volume of transactions for corporate clients and interaction with multiple Operations teams, Citi Shared Centres (CSCs) formerly Regional Processing Centers (RPCs) and BAs to ensure operational execution.

4. KEY RESPONSIBILITIES

Monitors compliance with the service agreements (SLAs) established in the ADRs, procedures and manuals of the ICG products, according to the proposed value for the customer, product or geography. Intra-day dashboard end-to-end transactions, as well as analyze reports next day to identify recurring issues and opportunities in the process
Monitors, tracks and prioritizes transactions to comply with the processing time agreed in the ADR of each CSC
Monitor execution, technological or potential risk problems with the CSCs
Receive and coordinate to resolution the process exceptions
Responsible as the only point of contact with the CSCs for the resolution of operational problems in end-to-end intraday transactions and for the fulfillment of the standards of service per customer and product from an operational point of view
Coordinates with the execution areas for the attention of transactions with priority or special times by request of the client (exceptional cases)
Identifies opportunities for improvements in ADR for transaction processing
Generates, collects and analyzes detailed operational information for senior management on a weekly, monthly or quarterly basis
Manages ad hoc information and research requirements for internal and external clients (the latter in coordination with the BA)
Proposes and sponsors actions to improve end-to-end operational processes
Meet the requirements of local and corporate audits.
Any other duties as assigned

**Qualifications**:
2 years of experience in Relationship Manager Analyst or Customer Service Support
Experience in the banking industry preferable
Ability to handle multiple tasks simultaneously
Problem-solving skills.
- Strong Communication
- Excellent verbal, written, listening and interpersonal skills with strong client service orientation

**Education**:
Bachelor’s/University degree or equivalent experience

INTERNAL RELATIONS
- Unit Heads of Business and Middle Management areas
- Managers / Heads of the RPCs and Regional offices with which it interacts.
- Relationship Managers and Product Managers of ICG
- Business Assistant (BA)
- Operations and COEs to coordinate the execution of special operations
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- **Job Family Group**: Operations - Services
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- **Job Family**: Reference Data Management
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- **Time Type**: Full time
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- Citi is an equal opportunity and affirmative action employer.

Qualified



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