Avp-global Lending Operations Reporting

**Responsibilities**:

- Coordinates and disseminates information of process, policy and procedure changes and ensuring the successful completion of projects managed.
- Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues.
- Ensures creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log.
- Ensures resources are assigned to project & monitor commitment.
- Ensures change control is executed throughout project.
- Identifies, documents, and understands project dependencies.
- Identifies key stakeholders who participate in project scope definition.
- Tracks actual project costs, identify variances, and reforecast project costs as needed.
- Measures project management performance against standards.
- Ensures appropriate project staffing levels.
- Establishes project communication needs and create project communication plan.
- Creates the project risk management plan. Work with procurement team to create, administer, track, and eventually close project contracts.
- Facilitates the transition of systems, product & process development to minimize adverse operations impact by ensuring that the business is informed and always aware of the status of process improvements, procedure & systems enhancements and corrective actions for risk issues, identified for the business.
- Participates in the delivery of internal communications enabling the business officers to effectively service clients.
- Acts as a point of contact and liaison between department and required business areas for the implementation of activities to ensure accurate communication to clients.
- Manages and coordinates the business, Citibank and Regional projects with focus on Development and Change Management.
- Manages on a daily basis the investigation of a product, policy and procedure queries raised by team members.
- Liaises with key stakeholders to implement new procedures or clarify any misinterpretation as required.
- Regularly undertakes a review of processes, policies and procedures to identify process gaps and recommend process updates/ policy & procedure revisions associated with Project Management and Business Compliance.
- Provides feedback to Project Management leadership regarding risk issues/business cases raised by specific business units
- Collates communication items, investigate issues and ensure relevant communications are created in a timely clear and accurate manner.
- Drafts and communicates any staff briefs, including system changes.
- Monitors & communicates on Service Level Agreements of other departments that affect the service delivery within a project.
- Conducts ongoing research on effective mediums and tools to improve the communications.
- Has the ability to operate with a limited level of direct supervision.
- Can exercise independence of judgement and autonomy.
- Acts as SME to senior stakeholders and /or other team members.

**Qualifications**:

- 5-8 years of experience
- Demonstrate strong business knowledge including the understanding of core businesses, supporting processes and operations.
- Working knowledge of call center Technologies including systems, technologies and system work practices.
- Knowledge of HR policies and procedures.
- Knowledge of Call Center industry.
- Previous customer service management experience within a call center setting.
- Tertiary qualifications desirable.
- Outstanding problem-solver, Should demonstrate a commitment to quality and attention to detail

**Education**:

- Bachelor’s/University degree or equivalent experience
- ** Job Description**

The Reporting Senior Analyst within the Lending Operations team is a strategic professional who stays abreast of developments within the organization and contributes to directional strategy by providing in-depth reporting and detailed analysis on relevant metrics. Applies in-depth disciplinary knowledge, contributing to the development of new metrics and the improvement of existing metrics for the lending operations team. Analyzes datasets in order to provide senior leaders a full and complete view of the metric at hand. Requires in-depth understanding of how areas collectively integrate as well as coordinate and contribute to the objectives of the function and overall business. Evaluates complex and variable data with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information.
- ** Responsibilities**:

- Design and develop informative lending operation metrics to line managers and other stakeholders on daily, weekly, and monthly basis
- Enhance and optimize existing reporting, processes, and controls to better support stakeholders and to ensure data integrity across the organization
- Requires strong analytical skills in order to analyze and validate potentially c