Service Readiness Analyst

Service Readiness Analyst

Working at Citi is far more than just a job. A career with us means joining a team 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.

Job Overview

The Program Mgmt Intmd Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities:

• Supports planning, directing and coordination of day-to-day activities of running a program or portfolio of programs.
• Responsible for the review and analysis of the financials including investigation of variances noted for the period.
• Reports to the Business Management Office Head any inconsistencies or improprieties noted during the review.
• Identifies primary drivers for cost movements and variances observed, and ensuring recovery and costs are close to budgeted numbers and plan.
• Analyzes data to ensure proper accounting booking procedures have been followed.
• Ensures timely booking of accrual entries for the Centre.
• Reviews and analyzes payments and ensure expenses are charged to the proper cost center.
• Provides timely, relevant and accurate reporting & analysis of the results of performance against historical, budgeted, forecasted and strategic planning results to facilitate decision-making toward the achievement of the budget and strategic plan.
• Monitors monthly productivity and provides inputs to ensure timely reporting of Productivity Saves.
• Maintains hiring and attrition tracker.
• Provides weekly variance analysis on HC movement, requisition control, generation of weekly/monthly HC reports.
• Supports the preparation of monthly packages for senior partners to review as well as and various ad-hoc reporting requests from senior leadership.
• Identifies program risks, perform probability and impact analysis, determine responses to risks, track risks, and execute responses 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.

Qualifications:

• 2-5 years relevant experience

Education:

• Bachelor's/University degree or equivalent experience

The Service Readiness Analyst is a developing professional role. Deals with most problems independently and has some latitude to solve complex problems. Integrates in-depth specialty area knowledge with a solid understanding of industry standards and practices. Good understanding of how the team and area integrate with others in accomplishing the objectives of the subfunction/ job family. Applies analytical thinking and knowledge of data analysis tools and methodologies. Requires attention to detail when making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results. Breaks down information in a systematic and communicable manner. Developed communication and diplomacy skills are required in order to exchange potentially complex/sensitive information. Moderate but direct impact through close contact with the businesses' core activities. Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

The Global Service Readiness team is focused on creating a competitive advantage for our business by ensuring the delivery of best-in-class client experience as it relates to new banking products and services. The Global Service readiness SME is a strategic professional who collaborates with cross functional subject matter experts to develop strategies, proactively identify business readiness risks and ensure products are launched and supported at the regional and country level. This will include collaborating on approaches such as process development, capability development, training, 'go-live' planning.

In this role, the SME will support global key projects that enhance the overall Client Experience and identify opportunities to implement improvements in processes which enhance the overall client experience, focused on reducing Client Operations query volume, supporting new products and services, platform upgrades, migrations, infrastructure changes, regulatory-driven changes, and internal SME/Consulting support.

Responsibilities:

• Manage multiple medium to large projects throughout the Readiness Life Cycle, supporting Local teams and been nexus with Global & Regional tech & business.
• Communicate and coordinate verbally and in writing to project team members and key stakeholders. Lead conference calls and produce meeting agendas, materials and minutes.
• Create project plans, track progress, identify issues and facilitate solutions
• Facilitate development of new or enhanced cross-functional process flows and procedures and ensure they are tested
• Lead relationship with regional and country teams to support Service processes, Flows & Procedures.
• Create and track progress of Readiness deliverable like To be Flows, Service Procedures, Training, awareness sessions, PVT Plan, and Dress Rehearsals
• Act as main point of contact from Client Services readiness in front of program stakeholders. Help on country engagement and activities related to Client Service / Business.
• Establish and utilize leadership capabilities and negotiation skills to successful work with local and virtual teams and vendors
• Liaison between technology and product management
• Develop, deliver or assist in scheduling System or Process Training where appropriate
• Assist with promoting the business strategies defined by management
• Perform duties within the ethical and compliance guidelines of the firm
• Collect, measure and analyze project management data. Identify, track and close project issues.
• Ensure creation of project scope plan and creation of project schedule.
• Forecast project costs, track actual project costs, identify variances, and revise forecasted project costs as needed.
• Create the project quality management plan, identify quality standards and metrics to measure achievement of these standards.
• Identify project risks, perform probability and impact analysis, determine responses to risks, track risks, and execute responses as needed.
• Has the ability to operate with a limited level of direct supervision.
• Can exercise independence of judgement and autonomy.
• Acts 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.

Qualifications:

• 2-5 years relevant experience working in medium and large scale projects within Financial/Banking industry.
• Ideal candidate must have knowledge with TTS products & systems on the P&R world, such as ISO 20022, GPP, IP, VA, Flexcube, PISMO, CPX, and a Technology background
• Candidate must have experience to work with cross-functional teams geographically distributed.
• Candidate must demonstrate strong leadership and strong communication skills with the ability to interact with different levels
• Strong Project Management / Organizational Skills
• Ability to Manage and Deliver Multiple Concurrent Projects
• Flexibility to adjust and deliver against changing priorities
• Technology background preferred. Agile methodology Knowledge desired.
• Excellent Written, Verbal and Interpersonal Skills
• Ethical Standards and Integrity
• Industry and Product Knowledge
• Analytical Thinker / Continuous Process Improvement
• Demonstrated Leadership, Motivation, and Influence Skills
• Teamwork
• Regulatory and Compliance Awareness and Concern
• Strong PC Skills and ability to learn and analyze impact of new systems
• Strong knowledge of testing