Job Description

: Operations Analytics - Control Automation (Data/Information Management Analyst)
Overview:
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.
Citi's Mission and Value Proposition explains what we do and Citi Leadership Standards 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 clients and the publics trust 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.
The Operations Analytics team uses data analysis to improve efficiency, reduce costs, and enhance customer experience across the front and back office. They focus on optimizing contact center performance, automating processes, resolving customer issues, and supporting KYC operations. Projects include enhancing First Contact Resolution, improving complaint and sentiment analysis, streamlining card issuance and return mail processes, and optimizing capacity planning and staffing. They leverage tools like NLP and AI to reduce complaints and identify agent coaching opportunities. Their goal is to drive data-driven decision-making for operational improvements.
The Operations MIS team focuses on creating reports, dashboards, and performance metrics to provide actionable insights for various business functions, including USPB WFM & Customer Service and Wealth Ops MIS. They are responsible for building and maintaining datamarts, migrating legacy BI tools to modern platforms like Tableau, and automating data refreshes for dashboards. Projects include tracking ATM availability and performance, managing service tickets, and upgrading software for uninterrupted service. They aim to empower business stakeholders with accurate and timely information for strategic decision-making. Their work also supports capacity planning and issue remediation efforts.
Job Summary:
The Data/Information Management Analyst will be part of Operations Analytics and reporting within Citi AIM vertical, a global community driving data-driven transformation across Citi. AIM's objective is to generate actionable intelligence for business leaders. The role involves a comprehensive analysis of existing processes, the creation of detailed process workflows and maps, and the strategic development of automation solutions to replace manual controls within bank's back-office functions such as Core Operations, Collections and Recoveries. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices. The Analyst supports project success by assisting senior analysts in gathering and documenting requirements, analyzing data, and contributing to the development of effective automation solutions.
In this role, you are expected to:

• Data Management Skill: have Expertise in data management principles, SQL, SAS programming for data extraction, manipulation and validations.
• Data Warehousing & BI Tools: Use of data warehousing concepts, ETL processes, and experience working with Business Intelligence platforms (e.g., Tableau, Power BI).
• Design & Develop:

• Develop workflows and automation logic using SAS, SQL, Workflow tools
• Reporting & Dashboard Development: have Proficiency in developing reports, dashboards, and performance metrics using reporting tools and data visualization techniques. Ability to create clear and concise visualizations of key data.
• Test & Deliver: Participate in testing and quality assurance to ensure high-quality solutions and successful project delivery.
• Support Senior Analysts: Provide support to Senior Business Analysts in various project activities, including requirements gathering, process mapping, and documentation.
• Communicate & Collaborate: Effectively communicate (both written and verbal) with stakeholders, collaborate with cross-functional partners and teams.
• Document and Analyze: Assist in documenting business processes, analyzing data, and preparing reports to support project decision-making.
• Contribute to Solutions: Contribute to the development of solutions by assisting with testing, documentation, and training materials.

Qualifications:

• Work experience: 2-5 years with Masters as Educational background, 4-7 years with Bachelors as Education background
• Strong analytical and problem-solving skills, with the ability to identify and quantify opportunities for improvement.
• Experience with process mapping and process or workflow automation tools.
• Technical Skills: Expertise in data management principles, SQL, SAS programming for data extraction and manipulation, and database management systems. Including Tableau, and other BI tools.
• Excellent communication and interpersonal skills
• Banking Knowledge: Good understanding of the banking domain, banking products and Operations in banking is preferred.
• Soft Skills: Ability to multi-task effectively and efficiently in a fast-paced environment. Excellent interpersonal skills and a positive, proactive attitude.

Tools and Platforms:

• Coding and Scripting: SAS, SQL, RDBMS integration, ETL, SSIS/SSRS packages.
• Automation Tools: Familiarity with report and process automation skillset is desirable
• Office Productivity: Proficient in MS Excel and PowerPoint.
• Visualization: Exposure in Power BI, Tableau, or Excel dashboards

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you'll have the opportunity to grow your career, give back to your community and make a real impact.
Note: This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
Job Family Group: Decision Management
Job Family: Data/Information Management
Time Type: Full time
Most Relevant Skills Please see the requirements listed above.
Other Relevant Skills For complementary skills, please see above and/or contact the recruiter.
Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.
If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review .
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