Project Senior Analyst - C12 - CHENNAI

The Project Senior Analyst role is a senior professional position that involves applying deep disciplinary knowledge to contribute to the development of new techniques and processes within the area or function. You will integrate subject matter expertise and industry knowledge within a defined area, requiring a thorough understanding of how different areas work together within the sub-function to contribute to the overall objectives of the function and business. Your responsibilities will include evaluating moderately complex issues with significant potential impact, requiring analytical skills to filter, prioritize, and validate information from multiple sources. Strong communication and diplomacy skills are essential for this role, as you will regularly assume leadership roles within teams and be involved in coaching and training new recruits. Your contributions will have a significant impact on project size, geography, etc., by influencing decisions and providing advice and counsel to others in your area of specialization. The performance of all teams in the area will be directly affected by your performance. Your key responsibilities will include coordinating and disseminating information on process, policy, and procedure changes, ensuring successful project completion, applying disciplinary knowledge to resolve issues, creating project plans, ensuring resource allocation and monitoring, implementing change control throughout projects, identifying project dependencies and stakeholders, tracking project costs and performance, establishing communication and risk management plans, facilitating system and process transitions, managing internal communications, and serving as a liaison between departments and business areas. You will also be responsible for managing and coordinating projects with a focus on development and change management, investigating and resolving product, policy, and procedure queries, recommending process updates, providing feedback on risk issues, drafting communications and staff briefs, monitoring service level agreements, conducting research on communication tools, and operating with a limited level of direct supervision. Additionally, you will be expected to demonstrate independence of judgment and autonomy, act as a subject matter expert to senior stakeholders and team members, assess risks when making business decisions, drive compliance with laws and regulations, and maintain ethical standards in personal behavior and business practices. Qualifications: - 8-12 years of experience - Loan IQ experience is required - Strong business knowledge - Knowledge of call center technologies, HR policies, and the call center industry - Previous customer service management experience within a call center setting - Tertiary qualifications desirable - Outstanding problem-solving skills and attention to detail Education: - Bachelors/University degree or equivalent experience This role falls under the Project Management job family within the Project and Program Management group and is a full-time position. If you require a reasonable accommodation due to a disability, please review the Accessibility at Citi. For further information on Citibank's EEO Policy Statement and Know Your Rights poster, please refer to the respective documents.,