Job Description

The Customer Service Senior Analyst (Regional Business Office Sr. Analyst) is an intermediate-level position responsible for providing clients with resolutions and support in coordination with key stakeholders within the Customer Service organization. The overall objective of this role is to support business Managers in the execution of key initiatives and goals aimed to achieve corporate strategies.

Responsibilities:

• Focus on the outcomes desired \xe2\x80\x93 including KPIs and other metrics \xe2\x80\x93 of Service and key partners with a services architect to refine processes to better efficiency of deliverable
• Drive initiative prioritization within the team, and across the needs of the business
• Helps drive goal setting, employee evaluation and feedback for departments and individual managers
• Provide input in business and strategic planning
• Liaison with the regional Business Office on Service Business performance
• Collaborate with colleagues to implement policies and develop improvements
• Organize and coordinate inter- and intradepartmental operations
• Oversee resource allocation and budgeting (financial acumen)
• Assume responsibility for timely reporting to senior management or regulatory agencies
• Establish appropriate governance model to deliver all programs on-time and within budget
• Develop and cascade organization\xe2\x80\x99s strategy/mission statement to the lower-ranking staff in alignment with Global CitiService\xc2\xae BO Unit and Regional TTS OPS Function
• Review and negotiate with Service divisions regarding internal allocations, target market and responsibility designations and collaborative initiatives
• Initiate action plans (cost containment, restructuring in force, vendor and supplier strategic actions) as necessary to meet plan
• Maintains internal communication channels
• Partners with senior staff in the execution of targeted and unified messages, campaigns, and materials in alignment with Global CitiService\xc2\xae BO Unit
• Help establish and maintain optimal organizational and headcount structure and reporting relationships for accomplishment of division\xe2\x80\x99s financial and strategic objectives
• Manage day-to-day interfaces within the APAC CitiService\xc2\xae Team; ensure all business and client issues are addressed/aligned with strategic/tactical plans
• Support management with in-business Human Capital Strategy as well as Training, Communications, and Team Development / Leadership programs in alignment with the Global CitiService\xc2\xae BO Unit and Regional TTS OPS Function
• Serve as liaison between staff, executives, leaders, and key stakeholders, regarding company climate, employee well-being, project updates, among other initiatives
• Designs and implements robust performance management strategies by using effective KPIs, reporting, scorecards, and governance.
• Actively encourages a culture of escalation, openness, and transparency within their business unit.
• Creates collaborative relationships with clients and acts as a trusted advisor.
• Supports business stakeholders by providing relevant metrics to help drive revenue optimization discussions.
• Works directly with clients and Business partners to identify and deliver improvements to processes, products, and operating standards.
• Acts as a role model in working effectively across functional and regional boundaries to support the business.
• Demonstrates high levels of enthusiasm and commitment to achieving team goals, even under difficult and adverse circumstances.
• Delivers accomplished and persuasive written, presentational, and verbal information to inform and influence key stakeholders in a manner which can be understood by, and be benefit to, all levels of Citi.
• Encourages inclusion and continuously listens to peers and those working for them to maintain a constant feel for the \xe2\x80\x98pulse\xe2\x80\x99 of the organization.
• Promotes the cascade of critical information across and between all staff and with external stakeholders.
• Uses networks and participation in industry associations to obtain wide perspective of ideas and share business critical information.

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:

• 5-8 years of previous cash management and financial services experience preferred
• Experience on Financials, P&L, HC tracking
• Consistently demonstrate clear and concise written and verbal communication
• Aptitude for utilizing reporting tools and applications
• Proven organizational skills
• Demonstrated ability to drive results in a fast-paced, goal-oriented environment

Education:

• Bachelor\'s degree/University degree or equivalent experience

Job Family Group: Customer Service



Job Family: Institutional Customer Service



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.

Citigroup Inc. and its subsidiaries ("Citi\xe2\x80\x9d) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review .

View the " " poster. View the .

View the .

View the

Citigroup