Lead Business Analyst - Ops Analytics

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 all back office and front office of operations. Projects include enhancing First Contact Resolution, performance analysis, improving complaints 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 Senior Business Analyst will be part of Operations Analytics 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 discovery, design, and implementation of analysis solutions and recommendation within Citi Personal Banking Operations. This includes areas such as Customer Service, Core Operations, Credit Operations, Collections, and Recoveries for various lines of business. The role aims to enhance the Operations startegy, reduce expenses, and improve operational efficiency through data-driven insights, analysis and automation.

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.
• •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 onshore business partners in building, implementing, tracking and improving decision strategies
• •Bring thought leadership in team projects discussions and help team manger as SME for business and team members
• •Mentor juniors in teams and provides guidance day to day basis
• •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 Analytical problem formulations, statistical analysis, data mining and analysis, process mapping, and process re-engineering.
• •Automation & Programming: Experience with automation tools (e.g., SAS, PySpark) and programming languages (e.g., Python, SQL) to develop and implement analytics 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., Contact centers, Collections, Core Banking, KYC, AML), and industry best practices is highly beneficial.

Qualifications:

• •Experience : 4 years with Masters as Education background, 6+ years with Bachelors as Education background and experience in the relevant domain.
• •Analytics Solutions : Proven experience in providing end to end analytics solutions, building story, analysis output presentations, and data management.
• •Technical Skills : Exposure in leveraging appropriate tools / technology for data extraction, manipulation and analysis and solutions building solution, including SQL, SAS, Python, Pyspark, MS Excel, Tableau, and other BI tools.
• •Coding Expertise: Strong coding expertise in SQL, Pyspark, Python and SAS
• •Gen AI exposure: Hands-on exposure building gen AI solution to improve productivity in Operations such as to automate Ops processes, Document summarizations and performance management solution.
• •Visualization Tools : Experience with data visualization tools such as Tableau is advantageous.
• •Banking Knowledge: Good understanding of the banking domain, banking products and Operations in banking is preferred.

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.

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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 vetera