Job Description

• This is a seasoned business planning role, applies in-depth knowledge of operation simplification, automation and lean methodology. To contribute the evaluation and planning of prioritization of project initiatives, new techniques and improvement of processes.
• Lead the planning review across contact center units on business volume projection, agent productivity, and workforce planning to ensure adequate business operation plan and budget.
• Oversee continuity of business, ensure adequate alternative resources (people, system, process, etc) being evaluated and deployed for required contact center operation during unexpected situation or disaster.
• Supervise overall business outsourcing plan and third party management, review and facilitate the governance to ensure compliance to Citi standards and guidelines.
• Lead the team to develop and provide business data analytics and MIS for management review and business decisions. Manage performance scorecard and dashboard to track business delivery result and close loop for improvement.
• Review and explore efficiency opportunity of contact center backend operation and administrative processes, ensure compliance to control guidelines.
• Integrate business subject matter expertise to develop process simplification or automation including RPA application to contribute required business plan and budgets.
• Evaluates complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information.
• Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources.
• Liaising contact center with key business stakeholders in business planning and strategies, strong communication and diplomacy skills are required.

Responsibilities

• Develop business planning with management and key stakeholders to ensure the execution of contact center operation meet business prioritized focus and budget plan.
• Demonstrate leadership in driving operation efficiency through process simplification and automation, providing analytic view on productivity opportunities
• Ensure accurate and timely delivery of business MIS, performance dashboard, and scorecard metrics
• Review workforce plan provided from GWFO to secure adequate staffing level to meet business KPIs, as well as expense budget.
• Manage contact center planning in business continuity and business outsourcing plan
• Drive continuous improvement on process efficiency, remove client friction, and digitalization of client journey with various stakeholders
• Regularly assumes people leadership role within teams, provide coaching and development of team members
• 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.

Qualifications

• 5-8 years relevant experience in operation efficiency, simplification and automation, people management in a business environment.
• Demonstrated Project Management skills, and excellent analytical ability.
• Consistently demonstrates clear and concise presentation and verbal communication
• Advanced MS Office skills (Excel, Powerpoint, etc)

Education

• Bachelor's/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.
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Job Family Group:
Operations - Core
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Job Family:
Operations Quality
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Time Type:
Full time
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