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 Education: - Bachelor’s/University degree or equivalent experience What we can offer: At Citi, you will work at the intersection of data, finance, and commercial strategy, contributing to decisions that have real impact across a global organization. This role offers meaningful autonomy, cross-functional collaboration, and the opportunity to grow your analytical and governance expertise within a high-performing team. - A hybrid working model with 3 days in the office and 2 days working remotely, giving you flexibility alongside team connection. - Exposure to complex, high-value commercial and financial decisions that directly shape vendor strategy at a global scale. - Access to learning and development resources that support your growth in data analytics, financial governance, and emerging technologies. - The opportunity to work across finance, sourcing, and technology functions, broadening your professional network and cross-functional expertise. - Wellbeing support and work-life balance initiatives designed to help you perform at your best. - Competitive financial benefits and a rewards package aligned to your experience and contribution. Apply today to bring your data and governance expertise to a role where your analysis shapes commercial outcomes at one of the world's leading financial institutions. If you are a highly motivated, results-oriented individual with a passion for technology risk management, we encourage you to apply! #LI-OD1 ------------------------------------------------------ Job Family Group: Project and Program Management ------------------------------------------------------ Job Family: Project Management ------------------------------------------------------ Time Type: Full time ------------------------------------------------------ Most Relevant Skills Please see the requirements listed above. ------------------------------------------------------ Other Relevant Skills For complementary skills, please see above and/or contact the recruiter. ------------------------------------------------------ Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law. 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 Citi’s EEO Policy Statement and the Know Your Rights poster.