Business Analytics, Officer

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 Business Analytics Analyst is a developing professional role Applies specialty area knowledge in monitoring assessing analyzing and or evaluating processes and data Identifies policy gaps and formulates policies 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 Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices Good understanding of how the team interacts with others in accomplishing the objectives of the area Develops working knowledge of industry practices and standards Limited but direct impact on the business through the quality of the tasks services provided Impact of the job holder is restricted to own team In this role you are expected to Gathers operational data from various cross functional stakeholders to examine past business performance Identifies data patterns trends and provides insights to enhance business decision making capability in business planning process improvement solution assessment etc Recommends actions for future developments strategic business opportunities as well as enhancements to operational policies May be involved in exploratory data analysis confirmatory data analysis and or qualitative analysis Translate data into consumer or customer behavioral insights to drive targeting and segmentation strategies and communicate clearly and effectively to business partners and senior leaders all findings Continuously improve processes and strategies by exploring and evaluating new data sources tools and capabilities Work closely with internal and external business partners in building implementing tracking and improving decision strategies Appropriately assess risk when business decisions are made demonstrating particular consideration for the firm s reputation and safeguarding Citigroup its clients and assets by driving compliance with applicable laws rules and regulations adhering to Policy applying sound ethical judgment regarding personal behavior conduct and business practices and escalating managing and reporting control issues with transparency As a successful candidate you d ideally have the following skills and exposure Data Analysis Process Improvement Expertise in statistical analysis data mining process mapping and process re-engineering Lean Six Sigma Proficiency in using data visualization tools e g Tableau QlikView to identify trends and present findings Automation Programming Experience with automation tools e g SAS PySpark and programming languages e g Python SQL to develop and implement automated solutions for operational processes Business Acumen Communication Strong understanding of business operations and financial metrics Ability to translate data insights into actionable recommendations and communicate effectively with stakeholders Customer Focus Problem-Solving Demonstrated ability to analyze customer feedback complaints sentiment identify pain points and develop solutions to improve customer experience Strong analytical and problem-solving skills to address operational challenges Domain Expertise Finance Banking Knowledge of financial services operations regulatory requirements e g KYC AML and industry best practices is highly beneficial Education Bachelors University degree or equivalent experience Years of Experience 2-5 years for Masters 4-7 year of experience 4 years Bachelors 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 Job Family Group Decision Management Job Family Business Analysis 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 View Citi s and the poster