Data/information Mgt Int Anlst

Job Description: Operations Analytics - Control Automation (**Data/Information Management Sr.**Analyst)

**Overview**:
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 Operations MIS team** focuses on creating reports, dashboards, and performance metrics to provide actionable insights for various business functions, including USPB WFM & Customer Service and Wealth Ops MIS. They are responsible for building and maintaining data-mart, migrating legacy BI tools to modern platforms like Tableau, and automating data refreshes for dashboards. Projects include tracking ATM availability and performance, managing service tickets, and upgrading software for uninterrupted service. They aim to empower business stakeholders with accurate and timely information for strategic decision-making. Their work also supports capacity planning and issue remediation efforts.

**Job Summary**:
The **Data/Information Management Sr. Analyst** will be part of Operations Analytics and reporting within Citi AIM vertical, a global community driving data-driven transformation across Citi. AIM's objective is to generate actionable intelligence for business leaders. The role is critical for driving strategy, process discover, design, and implementation of automation solutions for manual controls within Citi Personal Banking Operations. This includes areas such as Core Operations, Credit Operations, Collections, Bankruptcy, and Recoveries for various lines of business. The role aims to enhance the control environment, reduce expenses, and improve operational efficiency through data-driven insights, analysis and automation. Researches and interprets factual information. Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices. The Senior Analyst's involvement throughout the entire project lifecycle, from requirement gathering to solution development and refinement, complete end-to-end support in data, process, automation, ensures enhanced efficiency

**In this role, you are expected to**:

- ** Data Management Skill**: have Expertise in data management principles, SQL, SAS programming for data extraction, manipulation and validations. Guide and mentor junior members in team in this area.
- ** Data Warehousing & BI Tools**: Use of data warehousing concepts, ETL processes, and experience working with Business Intelligence platforms (e.g., Tableau, Power BI). To act as SME in this area and go-to person for the team.
- ** Design & Develop**:

- Develop workflows and automation logic using SAS, SQL, Workflow tools
- ** Reporting & Dashboard Development**: have Proficiency in developing reports, dashboards, and performanc