Operations Support Specialist

Citigroup · Dlf Cybercity 12B

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Job Description

The Operations Support Specialist 5 is a Retail Banking Operations & Process Specialist role responsible for executing, streamlining, and maintaining core retail banking Back-office transaction support, account lifecycle servicing, and operational workflow integrity. Operating at the intersection of transaction processing, data control, and client account administration, the specialist ensures rigorous adherence to operational standards, documentation policies, and regulatory compliance.

Beyond day-to-day operations, this role actively contributes to operational excellence by identifying process enhancement opportunities, eliminating repetitive manual effort, and supporting process re-engineering initiatives. The specialist serves as a key liaison across upstream and downstream processing teams, Team leaders, managers, and internal/external stakeholders, leveraging strong domain knowledge of retail banking products, core banking systems, ledger accounting, AI governance, and automation tools to minimize operational risk and elevate efficiency.

Responsibilities:

• Review, post, and validate financial and non-financial accounting entries across retail banking General Ledger (GL) and Subledger accounts.
• Identify, research, and reconcile ledger/subledger breaks, balancing discrepancies, and transaction mismatches to ensure accurate financial reporting and audit readiness.
• Analyze daily transaction journals and system suspense accounts to verify proper fund allocation, interest calculations, fee adjustments, and postings.
• Navigate and leverage Core Banking Platforms to execute customer account adjustments, verify balance histories, monitor transaction status, and validate operational controls.
• Utilize advanced Microsoft Excel functions (e.g., dynamic formulas, pivot tables, VLOOKUP/XLOOKUP, index-match, conditional formatting, and data validation models) to analyze structured financial datasets, spot anomalies, and compile operational tracking metrics.
• Proactively analyze end-to-end workflows to identify inefficiencies, manual handoffs, and repetitive operational tasks.
• Drive process re-engineering and simplification initiatives to eliminate redundancies, reduce manual operational touchpoints, accelerate turnaround times, and mitigate human error.
• Collaborate with transformation and technology teams to evaluate and deploy automation tools, robotic process automation (RPA), workflow automations, and digital tools to enhance team productivity and process scalability.

• Prepare recurring and ad-hoc operational MIS reports, exception dashboards, and root-cause analysis summaries for management review.
• Drive proactive escalation and resolution tracking for critical high value transactions/account breaks, transaction bottlenecks, and service delivery roadblocks.
• Assist in workflow management and distribution, supporting peer guidance, on-the-job training for onboarding team members, and process walkthroughs for audit reviews.
• Track record of managing operational data with complex spreadsheets and structured databases.

Experience & Functional Skills:

• 3–4 years of relevant professional experience within banking operations, financial services processing, or a corporate business operations environment.
• Proven experience working with retail banking products, transaction processing, and customer account maintenance.
• Demonstrated hands-on capability in performing financial reconciliations, ledger posting verification, or discrepancy investigations.

• Strong analytical problem-solving to dissect complex financial data, conduct root-cause analysis on recurring breaks, and implement corrective operational controls.
• Strong verbal and written communication skills to interact seamlessly with upstream/downstream partners, operational leads, internal audit, and business stakeholders.
• Familiarity with AI governance standards, model risk controls, or participating in digital transformation projects.
• Knowledge of Automation Tools: Experience with or working knowledge of process automation tools (e.g., Power Automate, RPA platforms, Python, VBA, or low-code automation tools) is considered a strong added advantage.

Education

• Bachelor’s Degree / University Graduate in Finance, Accounting, Business Administration, Economics, Commerce, or a related discipline (or equivalent practical work experience).

Work Schedule & Shift Details

• Work Timing: India Core Night Shift Hours (supporting US Business Hours / US Operations).
• Flexibility: Willingness to support peak processing periods, month-end/quarter-end financial close, and critical operational deliverables.

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