The
Operations Analytics & Reporting
team uses data analysis to improve efficiency, reduce costs, and enhance
customer experience across the front and back office. They focus on optimizing
contact center performance, automating processes, resolving customer issues,
and supporting KYC operations across Personal Banking & Private Banking
Operations functions using Analytics & Reporting solutions suite. Projects
include enhancing First Contact Resolution, improving complaint and sentiment
analysis, streamlining card issuance and return mail processes, developing key
operations metrics for Wealth, and optimizing capacity planning and staffing.
They leverage tools like NLP and AI for solution building across various
functions like Back Office, Customer Service, Consumer Wealth Ops, etc. Their
goal is to drive data-driven decision-making for operational improvements.
The
Business Analytics Analyst
is a developing professional role. Applies specialty area knowledge in
monitoring, assessing, analyzing and/or evaluating processes and data,
interprets data and makes recommendations. Identifies inconsistencies in data
or results, defines business issues and formulates recommendations on
policies, procedures or practices. Integrates established disciplinary
knowledge within own specialty area with basic understanding of related
industry practices. Good understanding of how the team interacts with others
in accomplishing the objectives of the area. Develops working knowledge of
industry practices and standards. Limited but direct impact on the business
through the quality of the tasks/services provided. Impact of the job holder
is restricted to own team.
In this role, you are expected to:
-
Gather operational data from various cross functional stakeholders to
examine past business performance
-
Identify data patterns & trends, and provide insights to enhance
business decision making capability in business planning, process
improvement, solution assessment etc.
-
Recommend actions for future developments & strategic business
opportunities, as well as enhancements to operational strategies
-
Perform exploratory data analysis, confirmatory data analysis and/or
qualitative analysis using relevant tools & techniques
-
Translate data into insights to drive business strategies for various
Operations functions like Customer Service, Collections, KYC & Back
Office, Wealth Operations Analytics & Reporting, Global Workforce
Optimization, and communicate clearly and effectively to business partners
and senior leaders all findings
-
Continuously improve processes and strategies by exploring and evaluating
new data sources, tools, and capabilities
-
Work closely with internal and external business partners in building,
implementing, tracking and improving decision strategies
-
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 a successful candidate, you’d ideally have the following skills and
exposure:
-
Data Analysis & Process Improvement:
Expertise in statistical analysis, data mining, process mapping, and
process re-engineering (Lean, Six Sigma). Proficiency in data visualization
tools (e.g., Tableau, QlikView) to identify trends and present findings.
-
Automation & Programming:
Experience with automation tools (e.g., SAS, PySpark) and programming
languages (e.g., Python, SQL, Hive) to develop and implement automated
solutions for operational processes.
-
Business Acumen & Communication:
Strong understanding of business operations and financial metrics.
Ability to translate data insights into actionable recommendations and
communicate effectively with stakeholders.
-
Customer Focus & Problem-Solving:
Demonstrated ability to analyze customer feedback (complaints,
sentiment), identify pain points, and develop solutions to improve customer
experience. Strong analytical and problem-solving skills to address
operational challenges.
-
Domain Expertise (Finance/Banking/Operations):
Knowledge of financial services operations, regulatory requirements
(e.g., KYC, AML), and industry best practices is highly beneficial.
-
Demonstrating technical expertise
to develop best-in-class solutions at industry standard
-
Thought Leadership
in leading the ideation, solution development and implementation in
collaboration with business partners
-
Providing mentorship and onboarding support
for other analysts and new members within the team
Eligibility Criteria:
-
5+ years relevant analytics experience (For Masters)
-
8+ years relevant analytics experience (For 4 years Bachelors degree)
Working at Citi is far more than just a job. A career with us means joining a
family of more than 230,000 dedicated people from around the globe. At Citi,
you’ll have the opportunity to grow your career, give back to your community
and make a real impact.
------------------------------------------------------
Grade :Salary Range-Level: C11-Structure: 5Salary Range-Level: C11-Structure:
5-Standard-IND-5
------------------------------------------------------
Time Type :Full time
------------------------------------------------------