rohq - hrss - compensation & benefits Team Lead (officer / c11)Citigroup

The Ops Sup Sr. Supervisor is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.
Responsibilities:
Lead and mentor a small Operation Support team (typically up to 10) through delegating daily tasks and responsibilities as well as recommending new work procedures to help streamline operations
Conduct training, monitor quality and quantity of team work and provide feedback on performance, including making recommendations on pay increases, promotions, terminations, etc.
Analyze Operations information and make evaluative judgements to solve problems
Responsible for Identifying and resolving routine problems and operational issues with broader departmental impact within established procedures
Identify hiring needs to ensure adequate staffing
Serve as a backup for manager, as needed
Has the ability to operate with a limited level of direct supervision.
Can exercise independence of judgement and autonomy.
Acts as SME to senior stakeholders and /or other team members.
Ability to manage teams.
Fulfilling the clients' necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Qualifications:
2-5 years of related business experience including at least one-year supervisory experience
Proficient in Microsoft Office
Proactive leadership and motivational skills
Proven organization and time management skills
Demonstrated problem-solving and decision-making skills
Consistently demonstrates clear and concise written and verbal communication skills
Education:
Bachelor's degree/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Accountable for ensuring Benefits processes are performed in accordance with agreed procedures while meeting all accuracy, timeliness, satisfaction and NPS metrics.
Has a strong knowledge in Benefits processes such as Loans, Allowances, Retirement/Pension fund administration.
The C&B Benefits Ops Team Lead should have in-depth understanding of compensation and benefits objective, principles, guidelines, policies, procedures, and country or regional specifics
Responsible for ensuring appropriate controls are in place and all processes are maintained in an audit ready state at all times to meet compliance and corporate governance standards.
Accountable for setting performance expectations with team members, regularly reinforcing goals and providing coaching and feedback on their performance.
Actively participates in and delivers on actions from daily huddles and team meetings.
Recommends to Comp and Benefits Manager recognition and rewards for payroll team members throughout the year.
Accountable for daily monitoring of OSC cases to ensure all cases are closed within SLA.
Escalates issues to the Comp and Ben Manager and resolves issues to closure using the global incident reporting process while ensuring all stakeholders are kept regularly informed of progress to closure.
Actively participates in discussions to simplify, streamline, re-engineer, automate and/or outsource processes to increase efficiency, reduce complexity and eliminate unnecessary cost. Contribute to a culture of continuous improvement within HRSS to support achievement of productivity goals
Actively monitors customer and HR partner satisfaction feedback and Business Performance Metrics to identify pain points and identify solutions / actions with team members to improve the customer experience.
Accountable to ensure Benefits operations manuals and procedures (knowledge library) are reviewed and updated at least every 6 months and when changes are made to processes.
Accountable for monthly coordination with other business units as needed and relevant
Learns the capabilities of each HR application as well as local HR policies in order to support customers' inquiries.
Performs other related functions that may be assigned from time to time, or as deemed necessary by the business.
Ensure the right number of resources exist within the team to perform quality operations, including during integrations and other projects
Ensure strong back-up system is in place. The Team Lead is expected to know all the processes of the specialist as in the event of contingency where the other specialist cannot cover, the Team Lead will perform the role.
Monitor team's incoming work and any open balance for the day including peaks & valley, and seasonal processing.
Provide guidance to the Specialists on what needs to be prioritized and whenever issues arise
Review, report and manage team's performance metrics - SLA, internal measures, utilization/cost, productivity, QA, etc.
Act as the initial point of contact for escalations and general issues/queries raised regarding Benefits administration (e.g. issue & resolution tracking until closure, exception handling, audits, projects, etc.)
Interface with external & internal contacts for new requests and works with team for deployment of new processes
Job Family Group: Operations - Core
Job Family: Operations Support
Time Type: Full time
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. 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 .
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Citigroup

Taguig City, Metro Manila
Permanent
Full-time