MIS & Incident Management

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Job Overview Role Summary

This role focuses on Management Information Systems (MIS), data analysis, and incident management within the banking domain. The position is responsible for generating insights from complex data, supporting operational efficiency, and managing incidents end-to-end to ensure minimal disruption to business operations. Candidates with experience in cards retail banking operations, fraud/disputes, and banking applications are preferred.

Key Responsibilities

• Develop, maintain, and enhance MIS reports and dashboards to support business decision-making
• Analyze complex datasets and provide actionable insights to stakeholders
• Ensure timely and accurate reporting across various business functions
• Identify trends, anomalies, and improvement opportunities through data analysis
• Manage the complete lifecycle of incidents from identification to resolution
• Coordinate with cross-functional teams to ensure timely incident resolution
• Track, document, and report incidents including root cause analysis and preventive measures
• Communicate incident status and updates effectively to stakeholders
• Leverage knowledge of cards retail banking operations including collections and core processes
• Support fraud monitoring and dispute resolution processes
• Utilize tools such as ServiceNow, RSM, CSM, G360, and Kana for operations and reporting
• Assist in data extraction, validation, and reporting using internal systems
• Collaborate with technology, operations, and business teams to resolve issues
• Support system enhancements, operational improvements, and process efficiencies
• Document workflows, reporting processes, and standard operating procedures
• Ensure adherence to regulatory requirements and internal compliance policies
• Identify and escalate risks or control issues in a timely manner

Qualifications

• Bachelor’s degree (preferred in Finance, Business, Analytics, or related field)
• 7–10 years of relevant experience in MIS reporting, data analysis, & incident management (preferably in banking/financial services)
  

Key Skills & Competencies

• Strong analytical and problem-solving skills
• Hands-on experience in MIS, reporting, and data interpretation
• Experience in incident management or production support environments
• Knowledge of cards banking, fraud, and dispute processes (preferred)
• Familiarity with ServiceNow, RSM, CSM, G360, Kana (advantage)
• Advanced proficiency in Microsoft Excel and Office tools
• Strong organizational and time management skills
• Ability to work under pressure and meet deadlines
• Excellent written and verbal communication skills
• Detail-oriented and self-motivated
  

Work Requirements

• Willingness to work in night shifts (starting from 5:30pm IST & beyond )
• Flexibility to extend working hours based on business needs

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Job Family Group: Product Management and Development

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Job Family:Product Management

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Time Type:Full time

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Most Relevant Skills Please see the requirements listed above.

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Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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