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TTS Global FI Service - Customer Service Lead Analyst

Company: Citi
Location: Tenafly
Posted on: February 5, 2020

Job Description:

The Customer Service Lead Analyst is a senior-level position responsible for leading client resolution and support activities in coordination with the Customer Service team. The overall objective of this role is to support defining steps need to enhance service globally to the FI client segment in TTS across the regions and tactically support delivering the same.Responsibilities:

  • Work in partnership with Client Operations, Service, Sales & Product partners to ensure a strong and detailed roadmap is in place with confirmed benefits
  • Act as a solution architect and advocate for change on behalf of our business and clients, by providing well-thought out recommendations
  • Identify organizational challenges and collaborate with business partners on designing global service capabilities that improve our clients' experience
  • Support efforts to drive high rates of end user adoption; identify opportunities to continuously improve application usability based on key performance indicators
  • Build and maintain in depth knowledge of the delivery and servicing TTS products and capabilities
  • Be a subject matter expert for all managed initiatives and drive to effective completion
  • Develop full scale project plans with defined project tasks and resource requirements
  • Develop and maintain appropriate training material for enhancements implemented
  • Lead the planning and execution of project plans to FI service delivery enhancements within budget and timelines
  • Provide clear and concise project status reports and updates to senior management in the region on a regular basis including project progress, problems and solutions
  • Deliver post project evaluation and impact assessment to ensure identified benefits have been met.
  • Build and manage strong relationships with key senior stakeholders
  • Coordinate and support project team and ensure timely deliverables
  • Deliver tangible improved to FI Service VoC, and appropriate communication with regard to the same.
  • Proactively identify and drive to completion action items without the need for multiple follow-ups with managementQualifications:
    • 10 + years' experience in the transactional banking operations and servicing arena
    • Experience with TTS product delivery and servicing
    • Has knowledge of and can implement strong project management methodologies -
    • Change management experience
    • Strong analytical skills and attention to detail
    • Creative, out-of-the-box thinker, innovative
    • Well-developed working knowledge of the TTS service business and the upstream and downstream influences
    • Energetic; demonstrated ability as a collaborative team player
    • Excellent written and oral communication and presentation skills.
    • Excellent MS PowerPoint and Excel skills. - Experience with consuming, managing and present large data sets and related analysis.
    • Strong negotiation and influencing skills
    • 5-7 years' experience in relevant field (business process management, change management, requirements gathering, process automation)
      Education:
      • Bachelor's/University degree, Master's degree preferred-------------------------------------------------Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - US------------------------------------------------------Time Type :Full time------------------------------------------------------Citi is an equal opportunity and affirmative action employer.
        Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.Citigroup Inc. and its subsidiaries ("Citi") 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 CLICK HERE.To view the "EEO is the Law" poster CLICK HERE. To view the EEO is the Law Supplement CLICK HERE.
        To view the EEO Policy Statement CLICK HERE.
        To view the Pay Transparency Posting CLICK HERE.

Keywords: Citi, Tenafly , TTS Global FI Service - Customer Service Lead Analyst, Hospitality & Tourism , Tenafly, New Jersey

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TTS Global FI Service - Customer Service Lead Analyst
Description: The Customer Service Lead Analyst is a senior-level position responsible for leading client resolution and support activities in coordination with the Customer Service team. The overall objective of this (more...)
Company: Citi
Location: Tenafly
Posted on: 02/5/2020

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