avp - Analytics lead c12 (cbps Analytics)Citigroup

The Ops Sup Manager is an intermediate management level position responsible for providing full leadership and direction to a team of employees in an effort to provide operations support services in coordination with the Operations - Core team. The overall objective of this role is to ensure the seamless delivery of operations support services in alignment with Citi operations support infrastructure and processes.
Responsibilities:
Lead the Operations Support department through delegation of tasks and responsibilities for multiple teams
Conduct performance evaluations, compensations, hiring, disciplinary actions, and terminations of team members as well as determining staffing needs
Monitor team's end results, ensuring quality and efficiency and contributes to resource planning, budget management and formulation of procedures
Contribute to development of new techniques, models, and plans within area of expertise
Facilitate alignment of the Operations Support infrastructure through focused technologies and processes
Ensure compliance with government regulations as they pertain to retail accounts serviced through the evaluation and implementation of appropriate control and testing measures
Provide evaluative judgement based on analysis of information and in-depth knowledge of policies and procedures in complicated and unique situations
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.
Ability to manage teams.
Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.
Qualifications:
5-8 years of experience managing a team
Experience in analyzing business requirements, developing test plans, and discrepancy resolution
Required Licensing/Registration: Series 7, Series 9, Series 10, and Series 63
Ability to work unsupervised and adjust priorities quickly as circumstances dictate
Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
Self-motivated and detail oriented
Proven organization and time management skills
Demonstrated problem-solving and decision-making skills
Consistently demonstrates clear and concise written and verbal communication skills
Education:
Bachelor's degree/University degree or equivalent experience
This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Additional Job Description / Skills / Requirements ;
LEADING ANALYSTS TO PERFORM THEIR DELIVERABLES AND HELPING THEM WITH THE FOLLOWING:
Intelligence Gathering
Automation or digitization of reports for higher efficiency and conduct closer to real time monitoring or analysis
Data ETL for making all available data comprehensible for stakeholders and operations.
Understand true customer contact reason/s and fluctuation in volume and performance
Review output of analytics team on a monthly basis to identify and articulate changes in performance
Assess volume and performance against known and expected initiatives
Prioritise root cause analytics against volume and performance
Review current priorities start of year and on a monthly basis
Monitor and assess overall program plan to ensure key analytical and improvement activities are on track
USE A FORENSIC AND METHODICAL APPROACH TO ANALYSE CUSTOMER CONTACT REASON/S AND IDENTIFY PAIN POINTS
Guidance to analytics team upon doing high level root cause analysis to explain volume
Develop a high level view of customer and business insights per contact reason
Develop prioritisation of detailed root assessment and initial hypothesis
Deliver a phase 1 summary of insights for further actions to operations and/or other teams across Citi
ROBUST PROGRAM AND STAKEHOLDER MANAGEMENT
Identify key stakeholders and develop a strong operating rhythm (on a CXII team level)
Provide strong thought leadership to share insights, gain commitment for support and influence direction across multiple stakeholders
Challenge the business by asking 'why', to ensure solutions being designed are addressing real customer and officer pain points
Establish an ongoing operating rhythm and communication strategy to keep stakeholders informed
Ensure all required process documents are completed on time and at a high standard (on a analytics team level)
Complete project charters and delivery documents as required
Ensure delivery is in line with program timeframes and is documented through central program database, including status updates and benefits
Overseeing Analytics Teams across APAC and NAM
Ensure all insights created by analysts are in accordance of bridging the gap between the customer expectations and their experience.
Give guidance to the team in terms of creating decks that will ensure clear relay of insights to stakeholders.
Program management of all analytics initiatives and insights. Ensuring all are delivered based on timelines.
Provide necessary view to stakeholders of ongoing studies and risks that may impact the delivery of the studies
Managing resource needed to conduct timely analysis.
Strategic Leadership
Ensuring CXII developmental plan are designed with collaboration with the CXII leads.
Accountable to the CXII performance and the future way of working to deliver much more needed insights by the business.
Develop innovative ways to deliver efficient program creating analytics that is of value not only to operations but to the business.
Other:
Supervises a medium team (typically up to 25).
Independently deals with variable issues with potentially broader business impact.
Evaluates subordinates' performance and makes decisions for staffing, pay increases, promotions, terminations, staffing, etc.
Uses discretion to recommend and execute new work procedures for team.
Influences decisions through advice, counsel, facilitating services to others or through joint accountability for volume, quality and timeliness of end results.
Applies in-depth knowledge of team objectives and good understanding of how team integrates with other areas.
Applies good understanding of procedures and concepts within own area and a basic knowledge of how own area integrates with other areas.
Makes evaluative judgments to solve problems based on analysis of factual information; resolves problems by identifying and selecting solutions through the application of acquired technical experience and guided by precedents.
Ensures the quality of tasks provided by self and others on team.
Impacts the team and closely related work teams by influencing decisions through advice or facilitating services; accountable for end results.
Developed communication to exchanges ideas and potentially complex/sensitive information.
Job Family Group: Operations - Core
Job Family: Operations Support
Time Type: Full time
Citi is an equal opportunity and affirmative action employer.
Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.
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 review .
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Citigroup

Taguig City, Metro Manila
Permanent
Full-time