Company Name : Citi bank

Ops Sup Team Lead – C09

  • India

Job Description


The Ops Sup Team Lead is an entry-level 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


  • Drive unit level projects
  • Direct all activities in the department
  • Consistently reach business-defined performance indicators with urgency and commitment
  • Responsible for achieving and monitoring team quality (online and offline), customer satisfaction, meet/exceed business plan financial commitments (unit cost)
  • Conduct regular process reviews to identify improvements
  • Motivate employee performance and continuously develop talent though encouragement, feedback and coaching
  • Serve as a role model in a culture of accountability, integrity and respect
  • Promote an environment of open communication
  • In case of quality/navigation specialist role:
    • Review and maintain quality standards
    • Share regular feedback to agents/associates and also train and coach agents/associates
    • Ensure proper capacity planning and maintain work schedules as per requirements


  • 5 – 6 relevant experience preferred (combination of education/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


  • Bachelor’s degree/University degree or equivalent experience

Preferred Personal attributes

  • Highly motivated & self-driven
    • Result orientated
    • Customer orientated
    • Analytical thinking
    Shift of operations:
    • US Day/India Night – Rotating shift with work on Saturday/Sundays. 5 day work week.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.


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 Accessibility at Citi.

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