Senior Project Analyst - Hybrid, Cross-Functional Leader

11037 Citibank, N.A. United Kingdom; Belfast City District; Hybride; GBP 55 000 - 75 000; Plein temps

Avantages offerts par ce poste

Hybrid work model

Career development opportunities

Wellbeing programs

Résumé du poste

Citi in Belfast is seeking a Project Senior Analyst to lead cross-functional project work, applying deep business knowledge and call center experience to filter, prioritize and validate complex material from multiple sources. You will regularly assume leadership within teams and coach new recruits while ensuring delivery aligned with project scope, budget and schedule.

The role requires initiating and sustaining change management, risk plans, stakeholder engagement and effective communication

Qualifications

• 5-8 years of relevant experience.
• Strong business knowledge including 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.

Responsabilités

• 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.

Connaissances

Business knowledge

Leadership

Stakeholder management

Analytical skills

Coaching

Communication

Formation

Bachelor’s/University degree or equivalent experience

Description du poste

Citi in Belfast is seeking a Project Senior Analyst to lead cross-functional project work, applying deep business knowledge and call center experience to filter, prioritize and validate complex material from multiple sources. You will regularly assume leadership within teams and coach new recruits while ensuring delivery aligned with project scope, budget and schedule.

The role requires initiating and sustaining change management, risk plans, stakeholder engagement and effective communication