Citi Operations Support Intermediate Analyst in Mumbai, India

  • Primary Location: India,Maharashtra,Mumbai

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17033770


Job Background/Context:

HR Shared Services provides On-boarding, Employee Life-Cycle, Off-boarding, Benefits, Payroll, administrative support and HR systems support to Citi employees. In partnership with HR, HRSS strives to provide excellent customer service through its product offering to employees and managers whilst focusing on process re-engineering and initiatives to enhance the Shared Services model in Citi.

Job Purpose:

The Payroll Specialist’s primary role is the provision of accurate and timely processing of the payroll to Citi employees. This role reports to the Payroll & Benefit Manager.

Key responsibilities:

  • Accountable for the end to end processing of the monthly payroll while meeting all accuracy, timeliness, satisfaction and NPS metrics including:

  • Acting on payroll instructions from HRGs

  • Gathering payroll instructions and system generated reports from HRMS, Citi Time Management System (CTMS) and consolidating them into a single instruction for submission to the payroll vendo.

  • Setting and locking of the Payroll cut-off dates in CTMS

  • Responsible for ensuring OSC cases are closed within SLA and using knowledge library

  • Accountable for ensuring all validations and controls are performed during payroll processing to ensure a quality result is delivered first time, every time

  • Accountable for following all controls to mitigate risk, identify errors or issues, established mechanisms for escalation to Payroll Team Leader and timely resolution should errors occur

  • Regular liaison with Payroll & Benefit Manager, HR, business units, employees, and direct managers on payroll related inquiries and solutions.

  • Regular liaison with the payroll vendor on all payroll instructions and other related requests from stakeholders

  • Accountable for undertaking required reporting, both internal and statutory including reconciliation and remittance of payments

  • Actively participates in and delivers on actions from daily huddles and team meetings

  • Actively participates in discussions to simplify, streamline, re-engineer, automate and/or outsource processes to increase efficiency, reduce complexity and eliminate unnecessary cost. Contributes to a culture of continuous improvement within HRSS to support achievement of productivity goals

  • Accountable for identifying and informing manager of content in Knowledge Library and Citi For You which needs to be updated

  • Learns the capabilities of each HR application as well as local HR policies in order to support customers’ inquiries

  • Performs other related functions that may be assigned from time to time, or as deemed necessary by the business

  • Ensure timely payment of all statutory dues and reconciliation of the statutory account

  • Maintain accurate and updates operations manuals or procedure guides.

Key Relationships:

  • Payroll& Benefits Manager

  • HR Generalists

  • Recruitment

  • Customers

  • CSC

  • Payroll Vendors

  • Finance

  • Country Tax



  • Demonstrates a sound knowledge of payroll processes and systems.

  • Knowledge of India payroll legislation and significant processes ie: tax and statutory contributions

  • Demonstrated success in identifying and resolving issues to the complete satisfaction of customers and HR partners

  • Exceptional customer service skills

  • Continuous improvement mindset with the ability to identify process improvements to improve the customer and HR partner experience

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

  • Excellent communication skills both written and verbal

  • High attention to detail

  • Microsoft Office Suite (word, and advanced excel)

  • Ability to work in a fast paced environment, under pressure and with constant deadlines

  • High motivated, organized and methodical

Operating Principles:

Any individual joining or working within HRSS at Citi will also be expected to be an exemplar of the following Operating Principles and will be assessed and asked to demonstrate evidence against these principles where applicable during the selection process:

  • Treat everyone with dignity and respect

  • Create an environment where talent thrives

  • Act with urgency, courage and conviction

  • Inspire excellence - be the standard

  • Be accountable - own the outcome

  • Be unselfish - empower others

  • Reward results - promote meritocracy

  • Act with integrity - do what is right

  • Collaborate - be a team

  • Leadership – it begins with you