Quality Service Team Quality Sr. Analyst (BCC)
Citi - New Castle, DE

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Reference Code: 12044648
Location: New Castle, DE, US
Education Level: Bachelor's Degree

The GTS Service Quality Group (SQG) supports the Citi GTS Business organizations of Treasury, Trade, Securities and Funds Services globally. SQG supports GTS across both strategic work streams as well as line Operation functions that are in place to ensure continuous improvement of the quality of our service offerings. The group is also responsible enhancing business and operational 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
  • Project/Program Management for Global TTS Operations Governance
GTS Global 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
  • Manage and drive incidents to successful completion and ensure overall Incident management goals and milestones are met
  • Review all Issue Logs and Incident Management Status Reports for accuracy, consistency and timeliness and report on all impacting incidents on a daily basis
Project/Program Management for Global TTS Operations Governance - responsibilities include, but are not limited to:
  • Project / Program management and readiness of initiatives related to TTS Operations Governance projects and programs
  • Contribute to effort to develop broad quality analytics to be used by senior leaders in forming quality strategy globally
Work schedule - Monday -Friday 10:00 a.m. - 7:00 p.m. Qualifications •Experience in Financial Services especially Cash Management, Transactional Banking and Trade Operations is a must
  • Incident/Crisis management experience including: Ownership, Classification and initial support, Escalation/Notification, Business Impact Analysis, Resolution Tracking
  • Excellent written and verbal communication skills required to influence and negotiate with senior leaders
  • 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 interactively
  • Experience with Metrics a plus
Attention to detail, comprehensiveness of content and ability to see multiple assignments to completion under aggressive deadlines
  • Flexibility to support global time zones
  • Strong client focus
  • Strong interpersonal skills
  • interactively/BS with 3+ years relevant work experience
  • 5 + years experience in GTS Business, Operations, Technology and/or Customer Service
  • Strong MS Office - Excel, Word, Power Point. Excel skills are a must.

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