The AVP (IC SME), Business Analysis

 is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately 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. Excellent communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Job Summary: 

The AVP (IC SME), Business Analysis role will be part of Operations Analytics AIM team based out of Chennai, India supporting the Global Workforce Optimization unit, a global community driving data-driven transformation across Citi.

The GWFO team supports capacity planning across the organization. The primary responsibility of the GWFO team is to forecast future demand (Inbound /Outbound Call Volume, back-office process volume, etc.) and the capacity required to fulfill the demand. It also includes forecasting short-term demand (daily/ hourly) and scheduling the agent accordingly. The GWFO team is also responsible for collaborating with multiple stakeholders and coming up with optimal hiring plans to ensure adequate capacity as well as optimize the operational budget.

You would be responsible for ensuring that the partner needs are met in a timely manner, by identifying creative short term and long-term approaches, and leveraging your expertise and background in selecting the right tools and techniques to get the missing accomplished. You would work very closely with GWFO’s technology partners in getting these solutions implemented in a compliant environment. You will also help align all stakeholders and keeping senior leadership updated on the plans and progress. You will be a senior SME in the group, supporting and mentoring the team on technical solutioning and should be ready to lend your hand to juniors when needed.

In this role, you are expected to: 

• Data Exploration. Understand existing data & reporting by dwelling into multiple platforms scattered across the organization. You do what it takes to gather information by connecting with people across business teams and technology. 

• Data Analysis & Interpretation: Conduct in-depth data analysis to identify trends, patterns, and anomalies in business data. Develop data-driven insights and recommendations to improve business performance. Present findings to stakeholders in a clear and concise manner. 

• Data Infrastructure Management & Optimization: Manage and optimize the data infrastructure that supports our reporting capabilities, including data warehouses, data lakes, and reporting platforms. Ensure the scalability, reliability, and security of our data infrastructure. Troubleshoot and resolve data-related issues in a timely manner. 

• Reporting Solution Design & Development: Design, develop, and maintain complex reporting solutions that provide actionable insights into business performance. Collaborate with stakeholders to understand reporting requirements and taking solution to next level for executive level use. Ensure the accuracy, completeness, and timeliness of all deliverables. 

• Technical Leadership & Mentorship: Provide technical leadership and guidance to junior team members. Mentor and coach team members on best practices in data analysis, reporting, and data infrastructure management. 

• Stakeholder Management: Collaborate effectively with cross-functional teams in Operations, Onshore partners, Technology working group and Management by managing expectations and ensuring alignment on project goals and deliverables. Communicate project status, risks, and issues to stakeholders timely manner. 

• Project Management: Ensuring timely completion, adherence to budget, and achievement of desired outcomes. Drive projects from inception to completion, ensuring adherence to timelines and budgets, Process documentation, Governance through JIRA tool. 

• Dashboarding and Visualization. You develop and guide teams on insightful, visually compelling and engaging dashboards that supports decision making and drive adoption. 

• Governance & Compliance: Establish and maintain appropriate governance processes to ensure compliance with requirements and internal standards. Ensure that all solutions are properly documented and auditable. 

Qualifications: 

• Experience: At least 8+ years with Master’s as Education background, 10+ years with Bachelors as Education background experience in the relevant domain. 

• Knowledge of database management systems (e.g., DWH, EAP, SQL Server, Oracle). 

• Proficiency in data analysis techniques and tools (e.g., SQL, Python) and visualization tools like Tableau.

• Proven experience in providing analytics solutions, building reports, dashboards, and data management processes. 

• Passion for data, analytics, and automation. Strong analytical and problem-solving skills. 

• Good understanding of the banking domain, banking products, and operations in banking is highly desirable. 

• Excellent communication, interpersonal, and stakeholder management skills. 

• Demonstrated ability to drive change and innovation. 

• Ability to learn quickly and adapt to new technologies. 

• Proven ability to lead, motivate, and develop high-performing teams. 

• Excellent communication, interpersonal, and stakeholder management skills.
• Minimum of 5 years of experience mentoring juniors and driving complex projects independently

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:

Decision Management

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Job Family:

Business Analysis

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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