Ops Support Analyst

About the role

The Ops Support Analyst provides day‑to‑day operational assistance for Citi’s Pune office, handling record keeping, account set‑up, and knowledge‑base updates while acting as a bridge between operations teams, relationship managers and clients.

Responsibilities

• Maintain and update help content in the Knowledge Hub, ensuring accurate documentation for client inquiries.
• Execute assigned tasks such as annual review certifications, change requests, and content approvals while monitoring deadlines.
• Conduct needs assessments, develop content solutions, and research policy gaps to address business requirements.
• Serve as liaison among operations staff, relationship managers, project managers and clients, facilitating clear communication and issue resolution.
• Monitor work progress, enforce team process controls, and assess risk to uphold compliance and Citi’s reputation.
• Deliver exceptional client experience measured by defined service metrics.

Eligibility

• 0‑2 years of relevant experience.
• Bachelor’s degree or equivalent academic qualification.
• Proficiency in Microsoft Office suite.
• Strong organization, time‑management and problem‑solving abilities.
• Ability to work under pressure, meet deadlines and adapt to changing requirements.
• Clear written and verbal communication skills.

Skills

• Documentation and knowledge‑management.
• Process improvement.
• Microsoft Office expertise.
• Record and account maintenance.
• Content creation and liaison coordination.
• Client‑focused communication.

Benefits