Ops Sup Intermed Analyst - Training & Capability Enablement

The Ops Sup Intermed Analyst (Training & Capability Enablement) is an intermediate-level position responsible for designing, executing, and governing strategic operational training programs, capability frameworks, and change management initiatives across Operations. In this role, the analyst acts as a key liaison and strategic partner to Assistant Vice Presidents (AVPs), Operations Heads, Compliance, and frontline teams to drive operational excellence, improve resolution accuracy, elevate customer satisfaction (RSAT), and maintain strict compliance with regulatory standards and firm policies. The primary objective is to align frontline capability and workforce readiness with Citi’s operational priorities, infrastructure, and evolving business requirements.

Responsibilities:

• Design & Deliver Targeted Curriculum: Formulate, implement, and oversee comprehensive training programs tailored for frontline officers and team members to elevate operational execution, resolution accuracy, and customer satisfaction (RSAT) metrics.

• Regulatory & Product Readiness: Partner proactively with AVPs, Operations Heads, Product Managers, and Compliance teams to translate emerging business strategies, product rollouts, and regulatory updates into actionable, high-impact training interventions.

• Continuous Performance Optimization: Monitor post-training performance metrics, identify operational friction points, and refine learning modules to continuously improve error reduction and service delivery quality.

• Capability Gap Analytics: Conduct analytical, statistical, and operational evaluations using data analysis methodologies to identify skill deficiencies, root causes of operational defects, and learning trends across operational units.

• Executive Insights & Reporting: Translate training metrics and capability analytics into clear, actionable business intelligence to guide senior leadership decisions, policy refinements, and process optimizations.

• Impact Measurement: Establish and monitor key performance indicators (KPIs) to evaluate the return on investment (ROI) and efficacy of instructional interventions.

• Transition Leadership: Champion change management frameworks during critical systems migrations, process re-engineering, and target operating model transitions.

• Workflow Stabilization: Ensure seamless adoption of new operating workflows, tools, and digital platforms across frontline teams, proactively mitigating operational risk and eliminating workflow disruptions.

• Standard Operating Procedures (SOP) Alignment: Review and align instructional documentation, job aids, and procedural guides with updated operational controls and compliance requirements.

• Train-the-Trainer Governance: Mentor, coach, and upskill peer trainers, operational specialists, and team leads to build a sustainable capability and leadership pipeline.

• Frontline Empowerment: Provide structured coaching and informal guidance to lower-level and newly onboarded staff, fostering autonomy, analytical rigor, and sound judgment.

• Subject Matter Expertise: Serve as an operational and learning SME, advising stakeholders on best practices for process execution, quality assurance, and customer resolution.

• Compliance & Controls Adherence: Ensure all training interventions and operational procedures embed robust compliance with applicable laws, rules, regulations, and internal Citi policies.

• Risk Assessment: Appropriately assess operational and reputational risk when designing training solutions, safeguarding Citigroup’s assets, clients, and institutional integrity.

• Control Issue Escalation: Maintain transparent reporting and escalation protocols for control gaps, audit findings, and compliance deficiencies identified during training evaluations.

Qualifications:

• Professional Experience: 2–5+ years of relevant experience in operations support, instructional design, operational training delivery, or process improvement within financial services.

• Education: Bachelor’s degree/University degree or equivalent relevant professional experience.

• Data & Analytics: Proven proficiency in utilizing data analytics tools and methodologies to assess performance trends, track KPIs, and perform root-cause analysis.

• Productivity Software: Advanced proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Teams) and enterprise learning/operational platforms.

• Industry & Domain Knowledge: Strong understanding of operational workflows, client account maintenance, custodian processes, and financial regulatory standards.

• Stakeholder Engagement: Demonstrated track record of collaborating effectively with senior stakeholders (AVPs, Department Heads, Compliance, and Risk partners).

• Change Leadership: Demonstrated ability to lead change management efforts and drive organizational adoption during transitions.

• Autonomy & Discretion: Ability to operate with limited direct supervision, prioritize competing demands, and exercise sound independent judgment.

• Communication Skills: Exceptional verbal and written communication skills with the ability to convey complex technical and regulatory concepts clearly. 

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

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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