At Citi , we get to connect millions of people across hundreds of cities and countries every day. And we've been doing it for more than 200 years. We do this through our unparalleled global network. We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

Shape your Career with Citi

Citi’s Human Resources (HR) team helps Citi to attract, retain and develop our employees across the globe. The team does this through supporting key areas including recruiting, diversity, global learning and talent development, benefits, compensation and employee relations.

We’re currently looking for a high caliber professional to join our team as Officer(C09) HR Delivery Inquiry Management Generalist - Hybrid (Internal Job Title: Officer – C 09 ) based in Manila, Philippines. Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future. For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.

• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.

The HR Delivery Inquiry Management Generalist is an intermediate level position responsible for the delivery of day-to-day HR Inquiry management support in coordination with the Human Resources team. The overall objective of this role is to provide a broad range of HR services to client groups within Citi.

Responsibility Composition:

• 90% Production Activity (e.g. task/responsibilities, meetings, risk/control)

• 10% Re-Engineering

In this role, you are expected to:

• Take ownership of general customer enquiries and provide solution to problems in an accurate and timely manner, e.g. assist customers with troubleshooting, navigational issues across multiple systems—Workday, ServiceNow, Learning Management System, HR Help Center

• 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

• Establish customer needs through ServiceNow cases or chats.

• 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. Assist other generalists in management of complaints, escalations, irate chat customers

• 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

• Engage in discussions, trainings, workshops related to re-engineering and lead re-engineering projects and initiatives.

• 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 in the generalist scope.

• 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.

• May act as back-up of team lead, performing team management administrative tasks, when needed.

As a successful candidate, you’d ideally have the following skills and exposure:

• Fresh graduates with internship in HR may apply

• 1-3 years of related work experience

• Ability to act as subject matter expert

• Willingness to actively participate in projects

• Demonstrated problem solving skills

• Self starter attitude

• Consistently demonstrates clear and concise written and verbal communication

• Bachelor’s degree/University degree or equivalent experience preferred

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

Job Family Group:

Human Resources

Job Family:

HR Advisors & Generalist

Time Type:

Full time

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.