The Contact Center Project & Analytics Manager is responsible to perform client process review & enhancement, project initiation and implementation, data collection & analytics, research and workflow analysis of departmental systems, workforce, client experience and procedures in coordination with the
customer service function. Duties would also include accurate reporting, management and development of new projects and present initiatives to bring about operational effectiveness.

Key Responsibilities:

• Analyze, design, plan and execute projects that are relevant to Wealth Ops Contact Centre; projects may relate to Infrastructure system enhancement, process workflow improvement, operational and controls effectiveness.
• Perform financial, statistical, and operational studies to assist initiatives and accuracy of ongoing reporting needs of the Customer Service function
• Review, assess and evaluate processes/risks and feasibility analysis for process changes to ensure relevant controls are in place.
• To process information from multiple sources to anticipate client needs and expectations more
• effectively using critical thinking
• Drive positive client experience scores by using data analytics and analysis of the client’s
• responses to identify client needs and strive to deliver personalized and relevant products and services to our clients
• Applying design thinking to map out client journeys and ensuring the experiences are engaging and not transactional
• Work with line managers and training team to prepare training deck and communication piece on changes ready for implementation through training, update of knowledge system and/or
• other communication means to ensure timely dissemination of information to users within the Contact Centre
• Collaborate with Operations managers across multiple locations, different stakeholders and
• other functional teams, including Technology, Controls and Compliance to drive remarkable client experience and develop process improvements and solutions
• Appropriately assess risk when business decisions are made, demonstrating 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.

Skill Requirements and Qualifications:

• Profession project management, problem solving and analytical skills
• Effective verbal and written communication skills
• Time management skills and the ability to simultaneously work on multiple deliverables
• Ability to thrive in a team-oriented, fast-paced environment
• Self-driven and can work under minimum supervision.
• Advance Microsoft office (EXCEL, Word, PowerPoint, and Visual Basics), SAS & SQL is plus
• Strong knowledge on Data analytics and business process redesign
• Projects Management (basics)
• SharePoint experience (building and maintain SharePoint sites) is a plus
• Preferred knowledge of contact center technology.

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. This role may require to work late hours or weekends during a quarterly major system cutover period

#LI-Hybrid

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