At Citi, we get to connect millions of people across hundreds of cities and countries every day.  And we've been doing it for more than 200 years.  We do this through our unparalleled global network.  We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

Shape your Career with Citi

Citi’s Human Resources (HR) team helps Citi to attract, retain and develop our employees across the globe.  The team does this through supporting key areas including recruiting, diversity, global learning and talent development, benefits, compensation and employee relations.

We’re currently looking for a high caliber professional to join our team as Officer, HR Operations Support Analyst 2 - Hybrid based in Taguig, Philippines.  Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future.  For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

In this role, you are expected to:

• Provide second-level support for learning related cases, ensuring the timely and effective resolution of issues raised by learners.
• Collaborate with HR partners, the Help Desk team, Technology, and other stakeholders to address learning support needs and enhance Citi’s Learning operations.
• Manage and resolve cases using the case management system, escalating defects or high impact issues to the Technology team as necessary.
• Work closely with the Technology team to raise and troubleshoot technical issues encountered by learners, escalating technical issues that require in-depth resolution.
• Coordinate with the HR Help Desk team on recurring learner issues and upcoming system activities to minimize disruptions and enhance learning experiences.
• Serve as the primary contact for escalated learning-related cases, analyzing and identifying root causes and applying solutions to prevent recurrence.
• Maintain detailed records of support cases, resolutions, and follow-up actions to support continuous improvement in learner support services.
• Provide guidance and training to the first-level support team, equipping them with the knowledge to resolve basic learner inquiries effectively.
• Participate in initiatives to streamline the learning support process, leveraging insights from case data to improve response times and learner satisfaction.
• Generate and review reports on learning support cases, identifying patterns and recommending proactive solutions for common issues.
• Conduct follow-ups with learners to ensure satisfaction with the resolution and gather feedback for improving the learning support experience.

As a successful candidate, you’d ideally have the following skills and exposure:

• 2 years relevant experience
• Knowledge in case management - ServiceNow (desirable)
• Agile Methodology and JIRA knowledge will be an advantage
• Proficient in Microsoft Office
• Ability to work under pressure and manage deadlines or unexpected changes in requirements.
• Self-motivated and detail oriented.
• Demonstrates proactivity and works effectively with minimal supervision.
• Strong organizational and time management skills.
• Demonstrated problem-solving and decision-making skills.
• Clear and concise written and verbal communication abilities.
• Analytical, research, and problem-solving skills.

Education: 

Bachelor's/University degree or equivalent experience

Working at Citi is far more than just a job. A career with us means joining a family of more than 200,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Take the next step in your career, apply for this role at Citi today

https://jobs.citi.com/dei

• Background in Help Desk or Customer Service roles
• Knowledge in ServiceNow (desirable)
• Agile Methodology and JIRA knowledge will be an advantage

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View Citi’s EEO Policy Statement and the Know Your Rights poster.

Please refer to job description.