Hr Delivery Inquiry Management Generalist, Citi

Citi

Location:
Philippines, Taguig

Category:
Human Resources

Contract Type:
Employment contract

Salary:

Not provided

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Job Description:

The HR Delivery Inquiry Management Generalist is responsible for handling complex inquiries, process re-engineering, and providing operational support to ensure employee satisfaction and compliance with organizational policies.

Job Responsibility:

Handles complex inquiries, Acts as SME for HRSS Pillar process (GPS, TAO, Core HR, Data Services)
Take ownership of complex customer enquiries and provide solution to problems in an accurate and timely manner
Adopt a customer-centric approach when handling customer complaints
Supports complex/specialist level inquiries
Supports basic/generalist level inquiries when needed
Performs Chat Support when needed
Handles suspended cases revision
Supports inquiries on local HR system
Engage in discussions, trainings, workshops related to re-engineering and lead re-engineering projects and initiatives
Participates and/or leads in projects and adhoc activities
Participates in team huddle/weekly team meeting
Resolve varied and complex issues using professional judgment, discretion, and business expertise
Use a forward-thinking approach and explore innovations on the current process, act as Subject-Matter-Experts/Point-of-contacts for specific areas of concern
Work closely with management in process improvements and Innovation projects, makes judgments and recommendations based on analysis and domain knowledge in order to increase customer satisfaction and minimize any possible risks
Performs process coordinations/discussions with other pillars (local/regional/global) to resolve inquiries
Performs System testing as needed
Performs Quality check on IM cases
Performs analysis on voice of customer survey results
Reviews Knowledge Articles for accuracy and works with pillars to have updates made
Constant monitoring of work volumes in order to achieve operational metric targets by managing and balance incoming workload with available staff
Provide effective assistance in escalations and root cause analysis based on data analytics and ensure timely and comprehensive visibility of issues and incidents to management
Queue coordination
Ensure case volume is distributed properly to allow timely handling of cases
Analysis on Call volumes report to identify breakdown of volume
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency

Requirements:

2+ years of relevant work experience
Proficient in Microsoft Office
Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
Self-motivated and detail oriented
Proven organization and time management skills
Demonstrated problem-solving and decision-making skills
Consistently demonstrates clear and concise written and verbal communication skills

What we offer:

Programs and services for physical and mental well-being including access to telehealth options, health advocates, confidential counseling
Learning and development resources to help broaden and deepen skills and knowledge

Additional Information:

Job Posted:
July 16, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Hr Delivery Inquiry Management Generalist