Project Senior Analyst

Project Senior Analyst

Requirements

• 5-8 years of 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
• Bachelor’s/University degree or equivalent experience

Responsibilities

• Coordinates and disseminates information of process, policy and procedure changes and ensuring the successful completion of projects managed
• Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues
• 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
• Ensures change control is executed throughout project
• Identifies, documents, and understands project dependencies
• Identifies 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
• Ensures appropriate project staffing levels
• Establishes project communication needs and create project communication plan
• Creates the project risk management plan
• Facilitates the transition of systems, product & process development to minimize adverse operations impact
• Participates in the delivery of internal communications enabling the business officers to effectively service clients
• Acts as a point of contact and liaison between department and required business areas for the implementation of activities
• 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
• Provides feedback to Project Management leadership regarding risk issues/business cases raised by specific business units
• Collates communication items, investigate issues and ensure relevant communications are created in a timely clear and accurate manner
• Drafts and communicates any staff briefs, including system changes
• Monitors & communicates on Service Level Agreements of other departments that affect the service delivery within a project
• Conducts ongoing research on effective mediums and tools to improve the communications
• 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

Preferred Qualifications

• Tertiary qualifications desirable
• Outstanding problem-solver, Should demonstrate a commitment to quality and attention to detail
• Loan IQ experience
• Agile experience