Senior Operations Support Lead Analyst providing comprehensive operations support services for Citi's Servicing Division. Ensures risk management integration and process compliance across various business groups.
About the role
- Talent Operations Analyst responsible for improving operational efficiency and compliance through data analytics in HR processes. Handling onboarding, ticket resolutions, and I-9 management effectively.
Responsibilities
- Own and maintain core reporting and analytics for onboarding timelines by legal entity, ticket resolution metrics, and I-9 compliance audits.
- Develop and enhance dashboards in Power BI to deliver actionable insights to business and HR leadership.
- Partner with cross-functional stakeholders to identify process bottlenecks, data inconsistencies, or compliance risks, and recommend data-driven solutions.
- Analyze onboarding throughput and completion trends to support staffing and operational planning.
- Monitor and validate I-9 compliance data for accuracy, timeliness, and adherence to federal and company standards.
- Track and report ticket volumes, response times, and resolution quality, ensuring alignment with service-level expectations.
- Support process documentation and continuous improvement initiatives within the Talent Operations and Compliance function.
- Prepare and present clear, concise summaries and recommendations to leadership.
Requirements
- Bachelor’s degree in Business, Data Analytics, Human Resources, or a related field.
- 3+ years of experience in data analysis, operations, or compliance analytics (or equivalent combination of education and experience).
- Proficiency in Microsoft Excel (advanced functions, pivot tables, formulas), Power BI (data modeling, dashboards, DAX), and SQL (query development and optimization).
- Strong written and verbal communication skills, with the ability to translate complex data into actionable insights.
- High attention to detail, accuracy, and confidentiality when handling sensitive employee or compliance data.
- Proven ability to work independently, prioritize multiple deliverables, and meet deadlines in a fast-paced environment.
- Experience supporting HR, compliance, or talent operations analytics.
- Familiarity with onboarding systems, ticketing tools, and HRIS platforms.
- Demonstrated success identifying process gaps and implementing data-backed solutions.
Benefits
- Health insurance
- 401(k) matching
- Paid time off
- Flexible work hours
- Professional development opportunities
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