Operations Support Analyst

Operations Support Analyst  Are you looking for a career move that will place you in a global financial organization? By joining Citi, you will become part of a global organization whose mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress Team/Role Overview The Ops Sup Analyst 2 is an intermediate level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team. Additionally, the Ops Sup Analyst 2 serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes. What you’ll do: Third Party Management (BAO / BAO Support) Serve as a Subject Matter Expert (SME) on Third Party Management policy and TPM controls. Perform post-contract ongoing monitoring activities based on specific third-party risk profiles, country, and/or business requirements, in compliance with TPM requirements. Proactively engage in-country BAOs before the launch of controls to provide visibility of workload and prepare ahead of time. Update vendor risk profiles (TPRAP) to ensure adequate controls are in place to mitigate risks. Complete On-going Monitoring controls before their due date (KPI: 90%): Supplier Facing Controls: Engage the third party once the control is launched; perform 2 email follow-ups, with the third follow-up conducted as a call. Business Facing Controls: Complete controls as soon as possible, considering approval dependencies such as PCIRM and TPU. Complete Due Diligence controls in the shortest possible timeframe. Facilitate and coordinate with SMEs in areas such as Data Privacy, Export Licensing, and Continuity of Business (COB) to complete required due diligence activities. Monitor progress on agreed third-party remediation activities and proactively escalate issues as necessary. Liaise with Third Party Officers (TPOs) and Sector/Regional Risk teams to provide guidance on policy compliance and overall third-party risk management requirements. Update CASP+ records (OGM) and Risk Assessments (TP-RAP) as required. Keep In-Country BAOs, Cluster Heads, and Product Leads informed of the status of open controls or tasks. Invoicing & SNOW Operations Review invoices to ensure accuracy and submit them for payment processing. Raise Purchase Orders (POs) in the P2P system, validating all required information prior to processing. Process allocation of charges to business units, ensuring correct assignment of expenses generated by suppliers. Address customer inquiries, FAQs, and entitlements via email or ServiceNow (SNOW). Monitor work progression to ensure completion of assignments by requested due dates and in adherence to SLAs. Apply relevant internal and external policies during daily processing. Ensure consistent application of team process controls. Research and seek solutions to inquiries related to help content, open items, and policy gaps or changes. Serve as liaison between business units for work assignments by asking fact-finding questions and following up on open items. General Responsibilities Have a clear understanding of all Citi policies and procedures that directly impact Third Party Management and Invoicing operations. Build strong internal relationships and help strengthen controls and awareness across Citi businesses. Respond to TPM and Invoicing-related queries/concerns via phone, email, or chat from different stakeholders. Ensure customer queries are well documented, monitored, and efficiently addressed at all times. Fulfill clients' needs while providing an exceptional client experience, measured by specific metrics. Appropriately