TTS Client Operations Global Platform & Service Readiness team focuses on creating a competitive advantage for our business by ensuring the delivery of best-in-class client experience as it relates to new banking products and services. We partner with Platform and Data Services, Technology, and various cross functional teams to ensure internal teams are prepared, and ready to globally support product enhancements and commercialization for our flagship digital banking platform, CitiDirect, and Citi’s premier connectivity solution, CitiConnect. The Global Project Lead is a strategic professional who collaborates with cross functional subject matter experts to proactively identify business readiness risks and ensure products are launched and supported at the regional and country level. This will include collaborating on approaches such as process development, capability development, communications development, training, ‘go-live’ planning. In addition, the Global Project Lead will identify opportunities to implement improvements in processes which enhance the overall client experience. The role requires basic commercial awareness. Superb communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas. The Project Lead provides advice and counsel related to the operations of the business.
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.
Responsibilities:
- Plan and manage global, multi-faceted, complex Digital Channels commercialization related initiatives and projects at the same time
- Develop strategy and prepares, maintains project plans outlining deliverables, milestones, critical path items/actions, and submits clear and concise activity/progress reports
- Work with global internal stakeholders to understand the impact of the digital products on cross functional teams and prepare them ahead of product launch
- Identify key business driver opportunities and lead initiatives to reduce client inquiries with focus on Digital Day 1
- Owns project goals leveraging expertise to inspire a sense of shared purpose within the project team
- Assesses risk potentials and discover potential problems before they occur when business decisions are made, demonstrating particular consideration for the firm’s reputation and safeguarding Citigroup, it’s clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgement 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
- Identifies and amends the approach to the context and constraints of each project where required
- Drives end results of the project and provide input from the client’s point-of-view during all phases of commercialization projects
- Analyze customer service data and client feedback to identify opportunities to address client needs
- Manage and align to our governance model to ensure timely delivery of client and internal communications
- Act as the Subject Matter Expert for readiness in CitiDirect and CitiConnect programs and projects
- Partner with functional teams to identify and escalate critical issues for resolution
- Prepares, maintains, and submits clear and concise activity/progress reports and time recording/management reports
- Create and manage the timely delivery of global communications, and reference guides
- Manage and host training and webinar sessions globally
- Support projects such as platform upgrades, migrations, infrastructure changes, commercialization, and regulatory-driven changes
- Provide execution support as necessary to support the technical upgrade / migration including the management of the rollout, coordination of updates and information flows to functional partners
- Provide analytical support of client setups in order to dimension the impact of CitiDirect commercialization to clients across geographies and the impact to support staff
- Coordinate review and validate client analysis with functional partners as necessary
- Ensure all global activities are aligned with Treasury and Trade Solutions Project Management standards
- Develop business requirements to implement technical solutions to drive productivity, mitigate risk, and promote operational efficiencies
- Manage and support team initiatives, such as process re-engineering/automation, and drives business results
- Support PMO or business office functions and deliverables as needed
- Manage vendor resources as needed
Qualifications:
- 7-10 years of project management or banking experience
- Excellent written and verbal communication skills with the ability to turn complex messages into effective and succinct communications and adapt delivery to target audience required
- Proficiency in MS Office applications: MS Excel, Powerpoint, Outlook (designing email templates), Word, Visio and SharePoint required
- Self-driven, goal oriented, and quick learner
- Solid organizational skills with the ability to work well under pressure, respond to tight deadlines and exercise excellent judgement in setting or adjusting priorities in a fast-paced environment
- Critical thinking and problem-solving skills with attention to details
- Proven superior project management and process mapping skills – ability to translate complex business need into a well-controlled, yet simple solution, whether technology or process based
- Experience and knowledge of TTS products, technical projects, systems integration, technical applications and setups
- Demonstrated ability to build effective collaborative relationships that culminate in a delivery track record
- Flexible with proven ability to conform and successfully managing shifting priorities, demands, timelines while delivering consistent, high-quality work
- Proven leader with strong interpersonal, analytical, negotiating, influencing, decision making and conflict resolution skills
- Demonstrated ability to manage multiple small to large projects and initiatives
- Ability to work and lead in a matrix, cross functional and virtual setting
- Strong team player with the ability to operate independently
- Understanding of the client journey from setup to service support and ability to keep the client experience and expectations in mind through all phases of a project
- Technical writing skills
- Experience and knowledge of Client Servicing preferred
- Knowledge of CitiDirect and/or CitiConnect and/or digital security a plus
Education:
- Bachelor’s/University degree, Master’s degree preferred
Job Family Group:
Project and Program Management
Job Family:
Project Management
Time Type:
Full time
Primary Location:
New Castle Delaware United States
Primary Location Salary Range:
$110,890.00 – $166,340.00
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 Accessibility at Citi .
View the ” EEO is the Law ” poster. View the EEO is the Law Supplement .
View the EEO Policy Statement .
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