at Citigroup in New Castle, Delaware, United States
TTS Service Innovation and Readiness (SI&R) Global Channel Testing & Readiness (GCTR) team focuses on creating a competitive advantage for our business by ensuring the delivery of best-in-class client experience as it relates to new banking channel products and services. We partner with Digital Channels and Technology to ensure internal teams are prepared, trained, and ready to globally support product enhancements, process change, and commercialization for CitiDirect and CitiConnect solutions. The Global Project Lead partners with various internal teams to ensure products are launched and supported at the regional and country level. In addition, the Global Project Lead focuses on commercialization, as well as identifies opportunities to implement improvements of Channels processes which enhance the overall client experience.
These responsibilities include, but are not limited to:
+ Plan and manage global complex key Channel Services commercialization related initiatives or projects
+ Identify key business drivers and opportunities in reducing client inquiries with focus on Digital Day 1 while driving readiness projects
+ Develop and manage project plans outlining deliverables, milestones, critical path items and actions
+ Oversee global training readiness and activities for Channels product as well as support related projects such as platform upgrades, migrations, infrastructure changes, commercialization, and regulatory-driven changes
+ Manage and support team initiatives, such as process re-engineering/automation, and drives business results
+ Ensure all global activities are aligned with Treasury and Trade Solutions Project Management standards
+ Provide execution support as necessary to support the technical upgrade / migration including the management of the rollout, coordination of updates and information flows to functional partners
+ Provide analytical support of client setups in order to dimension the impact of CitiDirect BE commercialization to clients across geographies and the impact to support staff
+ Coordinate review and validate client analysis with functional partners as necessary
+ Partner with functional teams to identify and escalate critical issues for resolution
+ Provide input from the client’s point-of-view during all phases of the CitiDirect BE and CitiConnect commercialization projects
+ Analyze customer service data and client feedback to identify opportunities to address client needs
+ Manage and align to the Channels readiness governance model to ensure timely delivery of client and internal communications
+ Develop business requirements to implement technical solutions to drive productivity, mitigate risk, and promote operational efficiencies
+ Support PMO or business office functions and deliverables as needed
+ Manage vendor resources as needed
+ Education: Bachelor’s Degree or equivalent
+ 7-10 years of related experience
The ideal candidate will have the following attributes
+ A proven track record with 7-10 years of project management or banking experience
+ Demonstrated ability to build strong collaborative relationships that culminate in a delivery track record
+ Understanding of the client journey from setup to service support and ability to keep the client experience and expectations in mind through all phases of a project
+ Client Servicing knowledge and experience preferred
+ Excellent organizational skills with the ability to work well under pressure, respond to tight deadlines and exercise excellent judgement in setting or adjusting priorities in a fast-paced environment
+ Demonstrated ability to handle multiple small to large projects and manage competing priorities
+ Solid understanding of project management methodology, including the ability to develop detailed project plans, status reports, etc
+ Excellent written and verbal communication skills with the ability to adapt delivery to the target audience
+ Proven leader with strong interpersonal, analytical, negotiating, influencing, collaboration, facilitation, prioritization, decision making and conflict resolution skills
+ Ability to work and lead in a matrix, cross functional and virtual setting
+ Solution-oriented strong team player who can work effectively with a team as well as individually
+ Flexible with proven ability to conform and successfully managing shifting priorities, demands, timelines
+ Self-starter with a high level of motivation and strong work ethics
+ Strong analytical skills and attention to detail
+ Experience and knowledge of TTS products, entitlements administration, systems integration, technical applications and setups preferred
+ Knowledge of CitiDirect BE and/or CitiConnect and/or digital security a plus
+ Proficient in MS Office applications (MS Excel, Powerpoint, Word, Project, Visio) and SharePoint
+ Automation technology skills a plus
Job Family Group:
Project and Program Management
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Citi is an equal opportunity and affirmative action employer.
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