Citi Ops Sup Sr Supervisor in Hong Kong

  • Primary Location: Hong Kong SAR of PRC,Hong Kong,Hong Kong

  • Education: Bachelor's Degree

  • Job Function: Operations - Core

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 18029035


Organizational Summary

In partnership with HR in support of Citi employees, HR Shared Services (HRSS) provides services that deliver business and economic value to enable Human Resource objectives and Citi’s growth. HRSS has an impact on all aspects of the employee and non-employee lifecycle, from recruitment to retirement, including payroll, onboarding, career mobility, learning and development, talent and performance management, compensation and benefits and offboarding.

Job Summary

To deliver efficient and effective services to the local Citi population and operational excellence through ensuring customer satisfaction targets and Service Level Agreements are consistently met. To drive continuous improvement initiatives which streamline processes and improve service standards. To ensure Services team is compliant with policies and regulatory requirements.

Key Responsibilities:

Customer Service

  • Take ownership of customer enquiries and provide HR solution to problems in an accurate an timely manner, e.g. assist customers with troubleshooting, maintenance, upgrading, and termination of a product/service.

  • Ensure timely and accurate service delivery in accordance with stipulated Service Level Agreements (SLAs).

  • Serve as the primary point of contact for resolution of issues within designated area. Escalate issues to appropriate parties whenever necessary to resolve issues quickly and efficiently.

  • Follow up on outstanding queries and keep customers informed on progress.

  • Establish customer needs through email, phone, or face-to-face communication.

  • Understand customer needs and adjust to customer’s changing priorities.

  • Ensure availability and accessibility of contact to prevent service lapse in urgent cases.

  • Adopt a customer-centric approach when handling customer complaints and take accountability for resolving customer complaints. See issues through the eyes of the customers.

  • Handle complaints tactfully by showing empathy and care.

  • Provide information and educate customers on HR policies, systems, and processes.

  • Meet and exceed customer expectations by offering exceptional service. Demonstrate flexibility whilst consistently complying with company policies and procedures.

  • Collect feedback from customers through various channels and ensure customer satisfaction.

Compliance and Control

  • Adhere strictly to Risk & Compliance policies. Maintain confidentiality of staff data at all times.

  • Record all customer enquiries on the Online Service Centre (OSC) ticketing system for audit and quality assurance purpose.

  • Comply with the operating guideline of OSC to enable managers to monitor and manage volume of work and resource accordingly.

  • Ensure all transactions and related activities are documented and filed at all times for audit purposes.

Operations and Project

  • Handle incoming enquiries received in the OSC. Close tickets and resolve issues in accordance with stipulated SLAs.

  • Provide general and product-specific information to customers.

  • Participate in projects and provide feedback on process improvement.

  • Build effective relationships with external vendors and local HR partners to ensure smooth running of operational activities.

HR Administration

  • Communicate with local/regional HR counterparts on requirement of employee on-boarding and off-boarding.

  • Perform employee on-boarding procedures, e.g. internal and external reference checks, Offer Letters, staff ID, P-files etc.

  • Execute employee off-boarding procedures, e.g. confirmation of last day, leave encash, termination of staff ID etc.

  • Provide accurate payroll instructions to the payroll counterparts.

  • Manage employee details and P-file including retrieval, updates, archiving etc.

  • Conduct Meet & Greet session with new hires. Walk them through the services/products offered by HRSS.

Compensation & Benefits

  • Initiate commencement of employee benefits, e.g. insurance, enrolment of dependent’s insurance, childcare allowance etc.

  • Process employee compensation and benefits related documentation, e.g. medical claims, retirement package, invoice payment etc.

  • Provide accurate payroll instructions (e.g. claims, award, allowance etc) to the payroll counterparts.



  • Work experiences in HR Operations/ administration environment, preferably in a HR Shared Service Centre.

  • Good understanding of various compensation and benefits policies, such as mortgage loan, medical and pension schemes.

  • Ability to think on your feet with demonstrated success in problem solving, researching and resolving customer inquiries/request.

  • Working knowledge of HR systems (including Peoplesoft) highly desirable.

  • Exceptional customer service skills.

  • Strong and Fluent English/Mandarin written & verbal communication skills

  • Strong interpersonal and relational skills.

  • Ability to work in an environment where compliance with processes and procedures is of priority.

  • Able to handle high volume of work and adapt to change.

  • Ability to plan and manage own time.

  • Mature with high attention to detail.

  • Educated to diploma / degree level.

  • Logical, analytical and rationale.

  • Strong team player, willing to learn and share experiences with other team members.

  • Ability to work in a fast paced environment with constant deadlines.

  • Highly motivated, organized and methodical.