This role will require a collaborative individual who can establish and leverage relationships with the business, management, Command Center Operations and other within CTI, CTO, ICG and GCG to effectively manage service level tracking creating a strong business relationship while delivering meaningful and accurate information to improve awareness of the health of the organization. The role will also perform analytic monitoring related to standardization and initiatives within the Command Center organization.
?Manage the teams to establish Service Level Management for standard reporting, control processes, detailed accurate metrics reporting standards, service level reporting and KPIs
?Collaborate with peer organizations to drive process enhancements and establish standards to streamline and strengthen services of the CCO organization
?Deliver and ensure awareness for all processing within respective business.
?Standardize reporting and huddle boards to properly analyze, document and deliver business discussions on a regular basis. Discuss recommendations for changes to existing or new business processes
?Maintain a Root Cause Analysis database for Batch Management that will track and assist our clients in completing issues root-cause analysis and ensuring proposed remediation plans are thoroughly vetted with appropriate implementation plans and timeframes
?Partner with the business on outstanding issues - open Service Now issues, MIM's, SIRT's, to ensure timely resolution of all items; escalate aging issues as appropriate to senior management
?Manage standardized reporting that will be used globally.
?Improve client experience
?Monitor Critical Path by creating a process flow that is customized to each business supported.
?Support senior management requests for all efforts and initiatives
?Subject-matter-expert for business aligned metrics
?Keep abreast of new technologies as they move into the CCO
?In-depth analysis of key trends and "Root Cause" factors and as a direct result, providing recommendations and then managing/reporting said recommendations to successful remediation and closure.
?Daily oversight and governance management of production support matters and issues in Steady-State as it pertains to quality and productivity of said support resources.
?Manage the following tasks:
?Daily, weekly, monthly, quarterly tracking of support tickets and service requests per standard SLA's/KPI's metrics
?In-depth analysis and identification of key trends and "root cause" factors, and provide and track recommendations to remediation
?Periodic reporting of said metrics, trends, and root causes and overall quality/productivity of CCO support, including consolidated Executive Summary (which will include extrapolation of projected productivity resource/cost saves)
?Periodic calls with production support leads as well as CCO management team
?Ability to work in a team environment
?Ability to learn new skills quickly with little supervision and ensuring the detail is of high priority
?Excellent communication and interpersonal skills with the ability to communicate well at all levels
?Efficiently and effectively manages work, time, and resources
?Applied knowledge of standard development methodologies
?Ability to handle high stress and pressure situations
?Strong problem solving and program execution skills while being process orientated
?Self-motivating and delivery focused individual
?Ability to understand the big picture - can step back and understand the context of problems before applying analytical skills to address the issues
?Proven ability to communicate and develop long lasting relationships with all levels of Management in a clear, concise manner
Citi,the leading global bank, has approximately 200 million customer accounts anddoes business in more than 160 countries and jurisdictions. Citi providesconsumers, corporations, governments and institutions with a broad range offinancial products and services, including consumer banking and credit,corporate and investment banking, securities brokerage, transaction services,and wealth management. Our core activities are safeguardingassets, lending money, making payments and accessing the capital markets onbehalf of our clients.
Citi'sMissionand Value Proposition explains what we do and CitiLeadership Standards explainhow we do it. Our mission is to serve as a trusted partner to our clients byresponsibly providing financial services that enable growth and economicprogress. We strive to earn and maintain our clients' and the public's trust byconstantly adhering to the highest ethical standards and making a positiveimpact on the communities we serve. Our Leadership Standards is a common set ofskills and expected behaviors that illustrate how our employees should workevery day to be successful and strengthens our ability to execute against ourstrategic priorities.
Diversity isa key business imperative and a source of strength at Citi. We serve clientsfrom every walk of life, every background and every origin. Our goal is to haveour workforce reflect this same diversity at all levels. Citi has made it apriority to foster a culture where the best people want to work, whereindividuals are promoted based on merit, where we value and demand respect forothers and where opportunities to develop to are widely available to all.
?6 years of work experience in a technical and business environment.
? 3 -5 years of solidGBB and client management experience
? Exceptional Excel and PowerPoint skills, and preferably 1-3 years' experience in the overall tracking and reporting of production support quality and productivity metrics.
?Metrics experience; global or international
?Prioritizes high impact potential problems effectively
?Innovative. Well versed in developing new ideas and improving current processes
?Considers broad implications of decisions on different functions and products
?Demonstrated ability to lead through influence and a keen understanding of business dynamics
? Bachelor's degree in relevant discipline required
?Proficiency with MS Office Suite
?Excellent time management, strong project and analytical skills applicable across different functions, products and portfolios
?Strong communication, presentation and written skills
?Excellent collaboration, influence and negotiation skills
?Comfortable in front of senior management and strong presentation skills
?Can clearly articulate the processes supporting a business unit's function, controls, business priorities, issues and risks associated with various technology platforms; can identify gaps and proactively help develop solutions
?Self-starter, able to work independently in a dynamic and fast paced environment where meeting time-sensitive deadlines are essential
?Able to identify areas that need focus, build action plans, and execute them (through delegation if appropriate) with little or no supervision
?Ability to lead a team(s) to successful completion of a plan with little or no management involvement
?Must be capable of organizing several complex projects and tasks effectively in order to accomplish goals and meet deadlines
?Understand and comply with all audit and control policies; Able to identify control gaps and implement new controls as necessary
?Assess business adherence to regulatory requirements and initiatives; recommend and/or implement solutions