Account Documentation Unit (ADU) Operations Specialist - #50677


Date: 14/01/2022
City: Sitrah, Manama
Contract type: Full time

The Ops Support Specialist is an entry-level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team. Additionally, the Ops Support Specialist 5 serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.


  • Resolve customer inquiries and supervise escalated issues, providing efficient and effective customer service to Citi’s clients
  • Identify opportunities to offer value added products and services while adhering to strict laws and regulation governing Telesales
  • Communicate daily with management on productivity, quality, availability, Management Information System (MIS) indicators, as well as providing written and oral communications to supported business areas for approval of correct financial entries and resolution of incorrect entries
  • Facilitate training based on needs of staff within the department and assist with answering staff questions within Disputes, as needed
  • Support expansive and diverse array of products and services
  • Assist with ongoing Lean and process improvement projects
  • Resolve complex problems based on best practice/precedence, escalating as needed
  • 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.


  • 2-4 years of relevant experience
  • Proficient in Microsoft Office
  • Comprehensive knowledge of Dispute process
  • Ability to work unsupervised and apply problem solve capabilities
  • Ability to work occasional weekends to support Pega releases and COB testing
  • Working knowledge of Pega and/or G36 functionality, Continuity of Business (CoB) testing, and creating and resolving Trust Receipts (TR’s)
  • Demonstrated analytical skills and mathematical knowledge
  • Consistently demonstrates clear and concise written and verbal communication skills


  • High School diploma or equivalent

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

  • Ensure Blocking/Unblocking requests from Bahrain courts via the Central Bank Portal are processed/approved within the mandated timeline end to end
  • Ensure all the daily reports are processed within the stipulated time frame
  • Monitor/Manage end to end individual account opening process for (Branch & Sales) in ADU.
  • Identify process gaps and reengineer the processes to ensure lowest TAT.
  • End to end tracking of all deferrals/discrepancy documents/CIPP and ensure required approvals are obtained.
  • Track MIS of ADU operations to ensure all customer requests are serviced within the agreed TAT.
  • Manage MIS on document deficiencies and ensure proper follow up is done with the concerned department/team
  • Ensure adherence to departmental controls and processes for ADU operations.
  • Manage end to end Check book process including E-checks.
  • Manage all the emails pertaining to ADU operations and ensure all are being responded.
  • Receive and process customer requests/instructions through various channels ensuring proper due diligence. Accurately resolve investigation cases within designated timeframes and initiate oral or written communication (letters), if required.
  • Follow through tasks and take ownership to ensure they are completed to the required standards
  • Review reports to ensure proper audit on documentation, perform control checks on document/instruction
  • Adhere to policies, standard framework decided stated by the company to meet client need
  • Liaise with branch staff to clarify, highlight deficiencies, rectify incomplete instruction and escalate to the Team Manager as appropriate.
  • Process customer instructions
  • Meet required productivity and error-free processing
  • Assist with the production of department MIS and reporting


Job Family Group:

Operations - Core


Job Family:

Operations Support


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.

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