Citi Change Management & Training Lead Analyst in Singapore, Singapore

  • Primary Location: Singapore,Singapore,Singapore

  • Education: Bachelor's Degree

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 17031353


Citi, the leading global financial services company, has approximately 200 million customer accounts and does business in 100 countries and jurisdictions. Globally, 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.

The CitiPhone team is a managed team of individuals that provides best in class customer care to all of Citi's customers. Leveraging on call center agents from Citi and partner call centers across Asia, CitiPhone ensures that customer service excellence is satisfied to every call into the call center. The team is responsible for the operational management and continuous improvement of the call centers.

We are currently recruiting for a Change & Training lead Analyst to join our Regional CitiPhone team based in Singapore, to take responsibility for the following key deliverables.

  • Change Manager and Training Lead for Regional CitiPhone Digital initiatives

  • Process Improvement and Change Management

  • Governance of Training content & CPO script adherence

  • Support Management

This role requires close day-to-day interaction with CitiPhone lead across Asia (17 countries), in order to ensure Digital changes, training activities are effectively prioritized, communicated and implemented across all sites.

Critical to success will be leadership and effective influencing and oversight of change management and training related to Digital initiatives, constructive stakeholder relationships, development and implementation of policies and procedures with a strong controls orientation, and initiative to drive improvements that are both tactical and strategic.

Key Accountabilities Include:

  • Management and co-ordination of Digital project requirements impacting CitiPhone

  • Project Lead for both Regional CitiPhone initiatives

  • Responsible for project documentation approvals

  • Ensure all project deliverables are completed within timeframes

  • Track, monitor and deliver to benefit realization of change activities, importantly drive the desired results.

  • Work closely with business groups to deliver on business requirements in relation to activities for CitiPhone

  • Initiate process reviews and implement change to process, policies and systems to reduce effort and enhance customer experience

  • Manage all change activities in a manner which will only improve FCR and NPS and Repeat call reduction

  • Coordinate policy, procedure and reference material changes on e-SOK++ and Operational policy and procedures for all Digital initiatives change activity and communicate the change effectively


  • Minimum five years of experience in an Operations environment

  • Minimum two years project management/change management experience

  • Training/development experience will be added advantage

  • Proven history of pro-active stakeholder management and ability to influence stakeholders to make change

  • Ability to constructively drive change

  • Proven experience in quality, control and process improvement

  • Exceptional written and verbal communication skills

  • Strong leadership/supervisory skills

  • Exceptional problem solving skills

  • Strong analytical skills

  • Excellent planning and organizing skills

  • Ability to work in a fast paced changing environment with multiple tasks