Global Lending TPM Governance analyst will support our Lending Operations organization in all activities needed to keep our external providers aligned to SOW commitments and internal policies required to keep in good health the relationships that will be in scope based on our multiyear transformation programs and BAU core operations activities outsourced. In addition, supports the Governance and Enablement group that manages end to end activities to accomplish the necessary framework in which groups operate.

The Project Senior Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and workflow for the area or function.

Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues 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. Requires good analytical skills to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits’ Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

• Serve as a point of contact for third parties under Global Lending Operations scope maintaining in good standing all activities related to TPM and vendor management.
• Ensures appropriate third-party staffing levels.
• Coordinates and disseminates information of process, policy and procedure changes and ensuring the successful completion of vendors managed.
• Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues.
• Tracks actual project costs, identify variances, and reforecast project costs as needed.(i.e.: Gantt vs Actual invoicing)
• Ensures creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log.
• Measures performance against standards as per SOWs
• Ensures change control is executed throughout the execution of the project
• Supports project leads needs and helps as liaison with offshore managers
• Control that resources are assigned to project & monitor commitment.
• Identifies, documents, and understands dependencies.
• Identifies key stakeholders who participate in the external supplier’s life cycle and engage for resolution of any issues vs plan.
• supports TP-Rap and compliance processes to maintain Citi standards in GLO 3rd party relationships.
• Acts as a point of contact and liaison between department and required business areas for the implementation of activities
• Manages daily the policy and procedure queries raised by team members related our TPM scope
• 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
• Monitors & communicates on Service Level Agreements of suppliers that affect the service delivery within a project.
• 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.
• Appropriately assess risk when business decisions are made, demonstrating 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.

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

C-LEVEL: AVP

Job Family Group:

• Operations
• Transaction Services

Job Family:

Loan Documentation and Processing:

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.

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