Change Analyst - Fixed Term Contract

Job Description

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.

Citibank’s inbound customer service, Citiphone, operates across three sites: Sydney, Manila, and Mumbai. The Citiphone Change Management team supports all three locations as the face of change activity for the call center network and the voice of change impact on our customers.

As a Change Analyst, you are responsible for ensuring the timely and effectively delivery across all Product, Systems and Regulatory change activities, which will affect the Citiphone network.

Some of your responsibilities include:

• Managing and implementing changes through cross franchise projects, monthly and quarterly technical/system release projects.
• Liaising with onshore and offshore change teams to ensure end to end change management. This includes scoping, user testing, risk assessment, procedure development, process mapping and training needs analysis.
• Supports and manage business controls such as:
  • Identified business incidents and Corrective Actions Plans (CAPS)
  • Technology Change Management
  • Incident Management and Reporting
  • Policy and Procedure Updates
  • Customer Account Remediation
• Management of timely business communications that relate to Product Campaigns and Promotions as well as urgent items or issues that impact customers products or accounts.
• Engage all parties involved and provide direction on changes to processes resulting from new business initiatives, regulatory or compliance requirements, to ensure successful implementation
• Actively promote customer viewpoint for change initiatives through use of Net Promoter Score, Complaints data and other customer touch points.

Key Skills that will help you succeed in this role are:

• Lead Change Activity across a complex network of cross-cultural teams
• Manage competing requirements from all Australian and Regional businesses to be able to effectively priorities activities
• Demonstrable stakeholder engagement so stakeholders are informed and updated through regular reporting on progress of initiatives during implementation lifecycle
• Perform documentation disciplines around SLAs and requirements in particular around activity briefs, campaigns and projects
• Understand how to manage business requirements to minimize unplanned activities and call volumes, which can influence customer satisfaction
• The ability to track, monitor and deliver to benefit realization of change activities
• Have the ability to push back and create alternate solutions

Ideally we are looking for candidates with the following attributes:

• Project or Change Management experience
• Ability to proactively engage with key stakeholders to identify information required to perform in the role
• Ability to work in a fast paced changing environment with multiple tasks
• Attention to detail and the ability to prioritise work to ensure delivery to deadlines
• Ability to manage and track deliverables from a number of stakeholders and escalate when required

When you work at Citi, you will be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and use the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi Australia is an Employer of Choice for Women and supports a flexible work environment.

Personal information (as defined in the Privacy Act 1988) will be handled in accordance with our Privacy Policy. Please see www.citi.com.au/privacy

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Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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