Citi ROHQ - HRSS - Operations Support Senior Supervisor in Manila, Philippines

  • Primary Location: Philippines,National Capital,Manila

  • Education: Bachelor's Degree

  • Job Function: Operations - Core

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 18044964


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 Compensation and Benefits COE Specialist’s primary role is the provision of accurate and timely processing of the Compensation and Benefits processes to Citi employees. This role reports to the Compensation and Benefits Team Leader.

High Level Responsibilities:

The Compensation Team lead role should have around 3-4 years of work experience. This role should have an in-depth knowledge of the different policies, processes, tools and systems to support Compensation Operations and should have a strong customer Focus. The Compensation Team Lead has responsibility for the overall day-to-day operation for all countries/accounts within his/her scope. The Compensation Team Leader is responsible for tracking performance, performing RCA and identifying work process defect elimination projects. This role meets the job requirement by meeting Service Level Agreements and delivering productivity and process improvements in the client-defined geography managed. This position reports to the Compensation and Benefits Manager.

Initial Scope of Work for Comp. & Ben. COE:

  • General Work Area

  • Year End Process

  • Comp Administration / Day-to-day Operations

Specific Tasks:

  • Baseline Administration/Checks

  • Adhoc reporting/Analysis

  • Reporting (non-year end related) - headcount, etc.

  • Compensation Equity Processes

Key responsibilities:

  • Accountable for ensuring Compensation processes are performed in accordance with agreed procedures while meeting all accuracy, timeliness, satisfaction and NPS metrics

  • Has a strong knowledge in Compensation processes such as base pay, stock options, awards, bonus, incentives, profit-sharing, etc. The Compensation Team Lead should have in-depth understanding of compensation objective, principles, guidelines, policies, procedures, and country or regional specifics

  • Responsible for ensuring appropriate controls are in place and all processes are maintained in an audit ready state at all times to meet compliance and corporate governance standards

  • Accountable for setting performance expectations with team members, regularly reinforcing goals and providing coaching and feedback on their performance

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

  • Recommends to Comp and Benefits Manager recognition and rewards for payroll team members throughout the year

  • Accountable for daily monitoring of OSC cases to ensure all cases are closed within SLA

  • Escalates issues to the Comp and Ben Manager and resolves issues to closure using the global incident reporting process while ensuring all stakeholders are kept regularly informed of progress to closure

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

  • Actively monitors customer and HR partner satisfaction feedback and Business Performance Metrics to identify pain points and identify solutions / actions with team members to improve the customer experience

  • Accountable to ensure Compensation operations manuals and procedures (knowledge library) are reviewed and updated at least every 6 months and when changes are made to processes

  • Accountable for monthly coordination with other business units as needed and relevant

  • 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 the right number of resources exist within the team to perform quality operations, including during integrations and other projects

  • Ensure strong back-up system is in place. The Team Lead is expected to know all the processes of the the specialist as in the event of contingency where the other specialist cannot cover, the Team Lead will perform the role

  • Monitor team’s incoming work and any open balance for the day including peaks & valley, and seasonal processing

  • Provide guidance to the Specialists on what needs to be prioritized and whenever issues arise

  • Review, report and manage team’s performance metrics – SLA, internal measures, utilization/cost, productivity, QA, etc.

  • Act as the initial point of contact for escalations and general issues/queries raised regarding Compensation administration (e.g. issue & resolution tracking until closure, exception handling, audits, projects, etc.)

  • Interface with external & internal contacts for new requests and works with team for deployment of new processes

  • Is actively involve and accountable to implement strengthening initiatives in partnership with Compensation and Benefits Manager (operations perspective) and with the Operations Strengthening Lead



  • Motivational fit – willingness to work in a shared services team

  • Has a minimum of 2 yrs work experience handling Compensation processes, and at least 6 months of people management experience

  • Experienced/ Exposed to shared services delivery environment is an advantage

  • Has a strong knowledge in Compensation processes such as base pay, stock options, awards, bonus, incentives, profit-sharing, etc. The Compensation Team Lead should have in-depth understanding of compensation objective, principles, guidelines, policies, procedures, and country or regional specifics

  • People Management and Leadership Skills – able to effectively lead a team to achieve common goals, with passion for quality, and ownership in accomplishing challenging tasks

  • Project Management skills for process change requests, integrations, request for service, etc.

  • Proficient in MS Applications (Word, Powerpoint, Excel)

  • Working knowledge of HR systems including payroll, comp.& Ben. systems highly desirable

  • Fluent in English in both written and verbal communication

  • Strong interpersonal skills

  • Able to handle high volume of work and adaptable to change

  • Able to plan and manage own time, works with minimal supervision

  • Able to rapidly learn technical and business techniques and knowledge

  • Mature and with strong attention to detail

  • Logical, analytical and rationale

  • Strong thinking and problem solving skills – able to analyze errors/complex situations and identify appropriate solutions

  • Client-focused for exemplary customer service

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

  • Positive attitude

  • Educated to diploma/degree level

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