Citi

Project Senior Analyst – AVP

Citi

full-time

Posted on:

Location Type: Hybrid

Location: Bangalore • India

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Job Level

Senior

About the role

  • Coordinate and disseminates information of process, policy and procedure changes and ensuring the successful completion of projects managed.
  • Apply in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues.
  • Ensure creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log.
  • Ensure resources are assigned to project & monitor commitment.
  • Ensure change control is executed throughout project.
  • Identify, document, and understand project dependencies.
  • Identify key stakeholders who participate in project scope definition.
  • Track actual project costs, identify variances, and reforecast project costs as needed.
  • Measure project management performance against standards.
  • Ensure appropriate project staffing levels.
  • Establish project communication needs and create project communication plan.
  • Create the project risk management plan.
  • Work with procurement team to create, administer, track, and eventually close project contracts.
  • Facilitate the transition of systems, product & process development to minimize adverse operations impact by ensuring that the business is informed and always aware of the status of process improvements, procedure & systems enhancements and corrective actions for risk issues, identified for the business.
  • Participate in the delivery of internal communications enabling the business officers to effectively service clients.
  • Act as a point of contact and liaison between department and required business areas for the implementation of activities to ensure accurate communication to clients.
  • Manage and coordinate the business, Citibank and Regional projects with focus on Development and Change Management.
  • Manage on a daily basis the investigation of a product, policy and procedure queries raised by team members.
  • Liaise with key stakeholders to implement new procedures or clarify any misinterpretation as required.
  • Regularly undertake a review of processes, policies and procedures to identify process gaps and recommend process updates/ policy & procedure revisions associated with Project Management and Business Compliance.
  • Provide feedback to Project Management leadership regarding risk issues/business cases raised by specific business units.
  • Collate communication items, investigate issues and ensure relevant communications are created in a timely clear and accurate manner.
  • Draft and communicate any staff briefs, including system changes.
  • Monitor & communicate on Service Level Agreements of other departments that affect the service delivery within a project.
  • Conduct ongoing research on effective mediums and tools to improve the communications.
  • Have the ability to operate with a limited level of direct supervision.
  • Exercise independence of judgement and autonomy.
  • Act as SME to senior stakeholders and /or other team members.
  • 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.

Requirements

  • 5-8 years of experience
  • Demonstrate strong business knowledge including the understanding of core businesses, supporting processes and operations.
  • Working knowledge of call center Technologies including systems, technologies and system work practices.
  • Knowledge of HR policies and procedures.
  • Knowledge of Call Center industry.
  • Previous customer service management experience within a call center setting.
  • Tertiary qualifications desirable.
  • Outstanding problem-solver, Should demonstrate a commitment to quality and attention to detail.
Benefits
  • 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.
  • We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.
  • We empower our employees to manage their financial well-being and help them plan for the future.
  • Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
  • We have a variety of programs that help employees balance their work and life, including generous paid time off packages.
  • We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard skills
project managementrisk managementstakeholder managementcost trackingchange controlprocess improvementcommunication planningcontract administrationbusiness complianceproblem-solving
Soft skills
attention to detailindependence of judgmentautonomycommitment to qualityliaison skillscommunication skillsleadershiporganizational skillsinvestigative skillsfeedback provision
Certifications
project management certificationbusiness analysis certificationHR certification