Whether you’re at the start of your career or looking to discover your next adventure, your story begins here. At Citi, you’ll have the opportunity to expand your skills and make a difference at one of the world’s most global banks. We’re fully committed to supporting your growth and development from the start with extensive on-the-job training and exposure to senior leaders, as well as more traditional learning. You’ll also have the chance to give back and make a positive impact where we live and work through volunteerism.
Shape your Career with Citi
Citibank serves as a trusted advisor to our retail, mortgage, small business and wealth management clients at every stage of their financial journey. Through Citi's Access Account, Basic Banking, Citi Priority, Citigold and Citigold Private Client, we offer an array of products, services and digital capabilities to clients across the full spectrum of consumer banking needs worldwide.
We’re currently looking for a high caliber professional to join our team as Project & Analytics Managerbased in Singapore. 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:
The Contact Center Project & Analytics Manager is responsible to perform client process review & enhancement, project initiation and implementation, data collection & analytics, research and workflow analysis of departmental systems, workforce, client experience and procedures in coordination with the
customer service function. Duties would also include accurate reporting, management and development of new projects and present initiatives to bring about operational effectiveness.
Key Responsibilities:
- Analyze, design, plan and execute projects that are relevant to Wealth Ops Contact Centre; projects may relate to Infrastructure system enhancement, process workflow improvement, operational and controls effectiveness.
- Perform financial, statistical, and operational studies to assist initiatives and accuracy of ongoing reporting needs of the Customer Service function
- Review, assess and evaluate processes/risks and feasibility analysis for process changes to ensure relevant controls are in place.
- To process information from multiple sources to anticipate client needs and expectations more
- effectively using critical thinking
- Drive positive client experience scores by using data analytics and analysis of the client’s
- responses to identify client needs and strive to deliver personalized and relevant products and services to our clients
- Applying design thinking to map out client journeys and ensuring the experiences are engaging and not transactional
- Work with line managers and training team to prepare training deck and communication piece on changes ready for implementation through training, update of knowledge system and/or
- other communication means to ensure timely dissemination of information to users within the Contact Centre
- Collaborate with Operations managers across multiple locations, different stakeholders and
- other functional teams, including Technology, Controls and Compliance to drive remarkable client experience and develop process improvements and solutions
- Appropriately assess risk when business decisions are made, demonstrating 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.
Skill Requirements and Qualifications:
- Profession project management, problem solving and analytical skills
- Effective verbal and written communication skills
- Time management skills and the ability to simultaneously work on multiple deliverables
- Ability to thrive in a team-oriented, fast-paced environment
- Self-driven and can work under minimum supervision.
- Advance Microsoft office (EXCEL, Word, PowerPoint, and Visual Basics), SAS & SQL is plus
- Strong knowledge on Data analytics and business process redesign
- Projects Management (basics)
- SharePoint experience (building and maintain SharePoint sites) is a plus
- Preferred knowledge of contact center technology.
Education:
- Bachelor’s/University degree or equivalent experience
How You’ll Succeed
Be conscientious and consistent in identifying security vulnerabilities and working with the respective engineering teams and stakeholders to provide sound guidance and remediations. Be a team player, and a keen learner.
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.
Take the next step in your career, apply for this role at Citi today
