Senior Business Analyst (Global Contact Centre) recruitment
Responsibilities:
A Senior Business Analyst will support the Global Contact Center and Loss Mitigation Technology Group focused on delivering Consumer Collections, Call Center Telesales programs, projects and platforms. The job involves extensive co-ordination across different partners in multiple business technology organizations in conjunction with the implementation of Internal as well as Vendor Software. The individual will be responsible for managing coordinating the gathering of country specific business requirements in addition to assisting in the development of User Test Training Plans Execution for the implementation of the assigned initiatives.
It is expected that the successful applicant will be responsible for driving a number of concurrent projects on behalf of the Global Contact Center organization.
- Business analysis; determining, verifying and documenting business requirements
- Data analysis; analyzing, validating and documenting country/regional business requirements for assigned programs and projects
- Participate in the development and maintenance of project plans
- Identify and communicate key project risks, define mitigation strategies and manage to resolution
- Track and maintain change request documentation to ensure that all additional requirements are traceable
- Assist in the development of test strategies, document test scenarios, and coordinate the execution of test scripts
- Support the PMO by ensuring that all risks and issues are communicated effectively
- Utilize approved methodology and tools for business analysis
- Lead peer reviews and inspections of requirement documentation
Requirements:
- At least 5 years of experience with Contact Center technology in both Customer Service and Collections
- At least 5 years of practical experience of implementing Systems/Technical projects in the financial services industry (Systems Development Lifecycle, Host Interfaces and Desktop Applications
- Technical and user experience with IVR, Routing, Dialers, and Voice Recording Experience of defining and documenting business requirements.
- Good knowledge of consumer retail products, Call Center (Collections and/or Telesales), processes and controls would be advantageous.
- Experience of compiling data and analyzing results.
- Understanding of both retail and wholesale credit risk would be advantageous.
- Good knowledge of Microsoft office tools and data base concepts
- Knowledge of logical data and process modeling would be advantageous
- Strong communication skills both verbal and written.
- Strong analytical and problem solving skills.
- Work on own initiative, drive requirements to a successful conclusion in a timely manner.
- Ability to present to senior levels of management.
- Quickly grasp and master new requirements and related knowledge.
- Manage tight deadlines or unexpected requirement changes.
- Team player in both solid and matrix line reporting organizations.
- Willingness to ask questions, challenge the process and seek out answers.
- Values diversity, demonstrating an appreciation of a diverse workforce
- Experience with Global / Multi Country initiatives is a plus
- Education Level: Bachelor's Degree or equivalent work experience
At Citi, we groom the leaders of today and tomorrow. Take the opportunity to embark on a challenging, fulfilling and rewarding career with one of the world's most respected financial institutions now. To apply, please visit http://careers.citigroup.com and search for Job ID 11032770.