About Citi
Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.
Citixplains what we do and explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clientsd the publicrust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.
Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.
Job Purpose: A Business Analyst is required to increase project efficiency by liaising with business users and technical developers to define the technical requirements for new services and enhancements to existing Service and Operation and Extended Services products and solutions ( Workflow and Call Center solutions). The role resides with the LATAM Regional TTS Technology Hub in Fort Lauderdale.
Job Background/context:
LATAM Regional Ops and Services is currently undergoing a major expansion and the business is seeking to extend its customer and product base.
There is significant interaction with Technology teams and Operations staff throughout the organization both within Client Delivery Ops
and in other areas supported by the regional service hubs and RPCp class="new_p"> The role is part of a dedicated team of LATAM TTS Technology staff faced off specifically against the Client Delivery and Ops
and Shared Services product area. The Business analyst will work alongside a Project Manager reporting to the Manager responsible
for Client Delivery and Services Solutions.
Projects range from managing the continuing rollout of the strategic workflow, call center and client data management platforms,
(IVR, EVA, BPM, EMS, etc..) to providing innovative solutions to LATAM Ops and Services business requirements driven by our
customers' business plans.
Key Responsibilities: Performing gap analysis with the Client Delivery Product and operations groups to determine the business requirements for the enhancements.
Performing and documenting feasibility studies to determine the most appropriate technology solutions to meet the requirements.
Ensuring that the technology solutions meet the architectural and system standards set down by the TTS Technology PMO and compliance organizations.
Working with the Manager and Project Manager to ensure that solutions are delivered on time and budget and conform with the requirements of the SDLC.
Ensure re-use of software components wherever appropriate.
Understand and work to CITMP (Citi Information Technology Management Policy) standards.
Formulates and defines systems scope and objectives for complex projects through research and fact-finding combined with an understanding of applicable business systems and industry standards.
Consults with the business clients to determine system functional specifications.
Consults with users and clients to solve complex system issues/problems through in-depth evaluation of business processes, systems and industry standards; recommends solutions.
Leads system change process from requirements through implementation; provides user and operational support of application to business users.
Considers the business implications of the application of technology to the current business environment; identifies and communicates risks and impacts.
Drives communication between business leaders and IT; exhibits sound and comprehensive communication and diplomacy skills to exchange complex information.
Provides sound understanding of business analysis concepts and principles and a basic knowledge of concepts and principles in other technology areas.
Applies comprehensive understanding of how multiple areas collectively integrate to contribute towards achieving business objectives.
Acts as advisor or coach to new or lower level analysts.
Provides evaluative judgment based on analysis of factual information in complicated and unique situations.
Directly impacts the business by ensuring the quality of work provided by self and others; impacts own team and closely related work teams.
Key Relationships: Working with LATAM Regional and Country Ops and Services team members to gather requirements and define functional gaps.
Coordinating with the other Regional LATAM Project team members and the Architects to determine the correct technology solutions for the projects.
Development Value:
The job offers the ability for the candidate to become one of the key Subject Matter Experts in the Enterprise and Ops and Services.
Technology organization. The Ops and Services areas are looking at expansion plans to move into other areas of opportunity and expansion of the automation of services and processes which is a key driver for this.
Qualifications Knowledge/Experience:
The candidate is expected to be dynamic, flexible and a quick-learner as this is a rapidly changing environment.
The job requires frequent interaction with senior business and technology managers and therefore requires that the
candidate be confident, presents himself/herself and the products he/she supports well.
Demonstrable coordination and control skills are required.
Previous experience in the negotiation, definition and documentation of technical requirements is desirable.
Skills: Proven systems analyst skills
The ability to draw out and define meaningful, testable and non-ambiguous requirements from disparate groups with
different disciplines is critical to this role.
Previous experience of LATAM TTS SDLC and project management toolset preferred, but not essential.
However, knowledge and understanding of the CITMP (Citi Information Technology Management Policy) requirements
is required for this role.
In addition the candidate should be able to demonstrate aptitude and competence either from previous experience within
Citi or relevantly similar position elsewhere.
Competencies: A creative and dynamic person with a track record of delivering solutions to meet customerseds in a cost effective
Manner and aligned with product and services teams timelines and expectations.
A well-organized person, capable of working with minimal supervision.
An effective communicator and negotiator, with a good command of both written and spoken English and Spanish (Portuguese is a plus).
An accomplished solution provider and problem-solver.
A team player who works well with peers and juniors.
Excellent communications and coordination skills.
Great flexibility to investigate and understand businesses logics and processes.
3+ years of experience working with multidisciplinary teams, intergroup coordination, managing requirements and deliverables.
Self-motivated
Education: Degree level qualification desirable.
Workflow, CRM and Call Centerrocess and solutions general understanding.
BS/BA degree or equivalent combination of education/experience.
Business Process Modeling and Notation techniques proven knowledge (BPMN, UML, Flow Charts, Cause-Effect) a plus
PMI and CMMI knowledge desirable.
