Bilingual Sr. Analyst GTS Service Quality Group Job in Tampa, Florida US
Reference Code: 12001636
Location: Tampa, FL, USA
Education Level: Bachelor's Degree
Description
The GTS Service Quality Group supports the Citicorp GTS Business organizations of Treasury, Trade, Securities and Funds Services globally. SQG supports GTS across both strategic work streams as well as being responsible for line Operations functions that are in place to ensure continuous improvement of the quality of our service offerings.
The group is also responsible for enhancing business and operations processes by complementing existing procedures and creating consistency and clarity of communications on business incidents and problems.
The primary functions of the SQG are:
• Global Business Command Center and Incident Management
• Global Problem Management
• Capabilities Tools
• Governance Oversight
The Service Quality Senior Analyst Business Command Center responsibilities include, but are not limited to:
•Facilitate the coordination, communication, and escalation of incidents impacting the delivery of GTS services to the client
•Manage and monitor critical applications, performance metrics, infrastructure, and operations leveraging E2E dashboards and feeds from external support teams
•Use knowledge and experience, applicable to the incident, to determine the appropriate assessment of impact, severity, and ownership
•Use management and/or leadership skills to ensure the incident recovery team is properly organized, managed, and effectively communicating throughout the life of the incident
•Assist with the management and timely execution of deliverables associated with the Business Command Center / Incident Management work stream
•Manage drive incidents to successful completion and to ensure overall Incident management goals and milestones are met
The Service Quality Senior Analyst Business Monitoring responsibilities include, but are not limited to:
•Assist in understanding Client impact during incidents and communicate to Stakeholders
•Monitor cutoffs in the event of issues
•Proactively monitor client activity through the use of CAM
The Service Quality Senior Analyst Problem Management responsibilities include, but are not limited to:
•Ensure that corrective action plans address the Source (root cause) and Cause (preventable contributing cause) of the problem
•Ensure that all stakeholders concur with problem resolution
•Actively participate in management forums for approval and tracking of corrective action plans
•Identify corrective actions that are candidates for strategic remediation efforts
•Identify new metrics, or analyze metrics, to highlight new ways to tackle problems
- Bachelor's Degree required
- 5 + yrs experience in GTS Business, Operations, IT Operations, Customer Service, and/or Help desk environments
- Experience in Financial Services especially Cash Management, Technology and/or Securities experience is a must
- Multi Lingual - fluent in English, Spanish and/or Portuguese
- Incident/Crisis management experience including: Ownership, Classification and initial support, Escalation/Notification, Business Impact Analysis, Resolution Tracking.
- Experience with IM Metrics a plus
- Excellent communication skills required to influence and negotiate with senior leaders (across functions); may communicate with external parties.
- Strong trouble shooting/problem solving skills
- Understanding of Program/Project Management standards
- Experience working with global, multi-region initiatives, projects and teams, including large matrix organizations
- Ability to influence partners and drive cross-functional work reaching optimal solutions to complex problems iteratively.
- Attention to detail, comprehensiveness of content and ability to see multiple assignments to completion under aggressive deadlines.
- Ability to work independently, ability to multi-task and drive multiple assignments to completion.