Job
Description
You will be part of the Operations Analytics team at Citi, focusing on using data analysis to enhance efficiency, reduce costs, and improve customer experience across the front and back office. Your main responsibilities will include optimizing contact center performance, automating processes, resolving customer issues, and supporting KYC operations. Additionally, you will work on projects aimed at enhancing First Contact Resolution, improving complaint and sentiment analysis, streamlining card issuance and return mail processes, and optimizing capacity planning and staffing. The team utilizes tools like NLP and AI to reduce complaints and identify agent coaching opportunities, with the ultimate goal of driving data-driven decision-making for operational improvements. **Key Responsibilities:** - Conduct in-depth analyses of current operational processes to identify inefficiencies and areas for improvement. - Expertise in data management principles, SQL, SAS programming for data extraction, manipulation, and validations. - Comprehend process mapping, identify best possible automation steps in the process, and design workflows and automation logic using SAS, SQL, and Workflow tools. - Participate in testing and quality assurance to ensure high-quality solutions and successful project delivery. - Provide support to Senior Business Analysts in various project activities, including requirements gathering, process mapping, and documentation. - Effectively communicate with stakeholders, collaborate with cross-functional partners and teams. - Assist in documenting business processes, analyzing data, and preparing reports to support project decision-making. - Contribute to the development of solutions by assisting with testing, documentation, and training materials. **Qualifications:** - Work experience: 2-5 years with Masters as Educational background, 4-7 years with Bachelors as Education background - Strong analytical and problem-solving skills. - Experience with process mapping and workflow automation tools. - Technical Skills: Exposure to building solution designs and developing automation solutions using SQL, SAS, Xceptor, MS Excel, Tableau, and other BI tools. - Coding Expertise: Strong coding expertise in SAS & SQL, Autosys package. - Excellent communication and interpersonal skills. - Banking Knowledge: Good understanding of the banking domain, banking products, and Operations in banking is preferred. - Soft Skills: Ability to multi-task effectively and efficiently in a fast-paced environment. Excellent interpersonal skills and a positive, proactive attitude. Please note that this job description provides a high-level overview of the work performed. Other job-related duties may be assigned as required. You will be part of the Operations Analytics team at Citi, focusing on using data analysis to enhance efficiency, reduce costs, and improve customer experience across the front and back office. Your main responsibilities will include optimizing contact center performance, automating processes, resolving customer issues, and supporting KYC operations. Additionally, you will work on projects aimed at enhancing First Contact Resolution, improving complaint and sentiment analysis, streamlining card issuance and return mail processes, and optimizing capacity planning and staffing. The team utilizes tools like NLP and AI to reduce complaints and identify agent coaching opportunities, with the ultimate goal of driving data-driven decision-making for operational improvements. **Key Responsibilities:** - Conduct in-depth analyses of current operational processes to identify inefficiencies and areas for improvement. - Expertise in data management principles, SQL, SAS programming for data extraction, manipulation, and validations. - Comprehend process mapping, identify best possible automation steps in the process, and design workflows and automation logic using SAS, SQL, and Workflow tools. - Participate in testing and quality assurance to ensure high-quality solutions and successful project delivery. - Provide support to Senior Business Analysts in various project activities, including requirements gathering, process mapping, and documentation. - Effectively communicate with stakeholders, collaborate with cross-functional partners and teams. - Assist in documenting business processes, analyzing data, and preparing reports to support project decision-making. - Contribute to the development of solutions by assisting with testing, documentation, and training materials. **Qualifications:** - Work experience: 2-5 years with Masters as Educational background, 4-7 years with Bachelors as Education background - Strong analytical and problem-solving skills. - Experience with process mapping and workflow automation tools. - Technical Skills: Exposure to building solution designs and developing automation solutions using SQL, SAS, Xceptor, MS Excel, Tableau, and other BI tools. - Coding Expertise: Strong coding expertise in
