Project Senior Analyst

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