Citi Change Management & Training Lead Analyst in Singapore, Singapore
Primary Location: Singapore,Singapore,Singapore
Education: Bachelor's Degree
Job Function: Operations Customer Service
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
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