Project Senior Analyst

Citigroup Inc.; Belfast City District; Hybrid; GBP 55,000 - 90,000; Full time

Benefits offered by this job

Hybrid work model

Global exposure to Citi programs

Learning and development resources

Wellbeing and work-life balance

Competitive benefits

Job summary

Citigroup Inc. is seeking a Project Senior Analyst to bring seasoned project leadership and deep process knowledge to cross-functional teams. You will coordinate policies, plan controls, manage resources, and drive cost tracking and risk management across global Citi initiatives.

You will mentor teammates, liaise with stakeholders, and ensure clear communication of changes to clients. A strong background in call center environments and HR policy familiarity is valued, with a hybrid work setup

Qualifications

• 5-8 years of relevant experience.
• Strong understanding of core businesses, supporting processes and operations.
• Working knowledge of call center technologies including systems and 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 with commitment to quality and detail.

Responsibilities

• Coordinate and disseminate information on process, policy and procedure changes to ensure project success.
• Create and maintain project plans, charters, benefits and risk logs and stakeholder plans.
• Assign and monitor project resources and commitments.
• Identify dependencies and key stakeholders in project scope definition.
• Track costs, variances and reforecast project costs as needed.
• Measure project performance against standards and SLAs.
• Develop and maintain project communications and plans.
• Create and administer project contracts with procurement; manage risk and issues.
• Facilitate transition of systems and processes to minimize business impact.
• Act as liaison between department and business areas for effective communication to clients.
• Manage and coordinate Citigroup and regional projects focusing on development and change management.
• Investigate product, policy and procedure queries from team members.
• Clarify procedures with stakeholders as required and address process gaps.
• Review processes to identify gaps and propose revisions for PM and compliance.
• Provide feedback to PM leadership on risk/business cases.

Skills

Business knowledge

Call center technologies

Customer service management

Problem solving

Attention to detail

Education

Bachelor's degree or equivalent

Job description

The Project Senior Analyst is a seasoned professional role that integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function and good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. You will regularly assume informal/formal leadership role within teams as well as involve in coaching and training of new recruits Significant impact in terms of project size, geography, etc.

Responsibilities:

• Coordinates and disseminates information of process, policy and procedure changes and ensuring the successful completion of projects managed.
• Ensures creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log.
• Ensures resources are assigned to project & monitor commitment.
• Identifies, documents, and understands project dependencies as well as key stakeholders who participate in project scope definition.
• Tracks actual project costs, identify variances, and reforecast project costs as needed.
• Measures project management performance against standards.
• Establishes project communication needs and create project communication plan.
• Creates the project risk management plan. Work with procurement team to create, administer, track, and eventually close project contracts.
• Facilitates 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.
• Acts as a point of contact and liaison between department and required business areas for the implementation of activities to ensure accurate communication to clients.
• Manages and coordinates the business, Citibank and Regional projects with focus on Development and Change Management.
• Manages on a daily basis the investigation of a product, policy and procedure queries raised by team members.
• Liaises with key stakeholders to implement new procedures or clarify any misinterpretation as required.
• Regularly undertakes 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.
• Provides feedback to Project Management leadership regarding risk issues/business cases raised by specific business units
• Monitors & communicates on Service Level Agreements of other departments that affect the service delivery within a project.

Qualifications:

• 5-8 years of relevant 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

Education:

• Bachelor's/University degree or equivalent experience

What we can offer:

At Citi, you will work at the intersection of data, finance, and commercial strategy, contributing to decisions that have real impact across a global organization. This role offers meaningful autonomy, cross-functional collaboration, and the opportunity to grow your analytical and governance expertise within a high performing team.

• A hybrid working model with 3 days in the office and 2 days working remotely, giving you flexibility alongside team connection.
• Exposure to complex, high-value commercial and financial decisions that directly shape vendor strategy at a global scale.
• Access to learning and development resources that support your growth in data analytics, financial governance, and emerging technologies.
• The opportunity to work across finance, sourcing, and technology functions, broadening your professional network and cross-functional expertise.
• Wellbeing support and work-life balance initiatives designed to help you perform at your best.
• Competitive financial benefits and a rewards package aligned to your experience and contribution.

Job Family Group:

Project and Program Management

Job Family:

Project Management

Time Type:

Full time

Most Relevant Skills

Please see the requirements listed above.

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