AVP - Workforce Capacity Sr. Analyst (ROHQ - Global Workforce Optimization)
Citi Brasil
Taguig, Filipinas
6d ago

Workforce Cap. Sr. Analyst

Location : This position will be located on-site in Manila

The Workforce Cap Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow 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 in order 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 :

  • Acts as an expert in an area of workforce management, utilizing that skill across multiple departments within workforce.
  • Serves as seasoned professional in an area or workforce management, overseeing a segment(s) of workforce management.
  • Recommends and implements new work procedures.
  • Addresses and resolves exceptional / unusual situations within Workforce Management.
  • Partners with the operation team(s) and other departments within workforce.
  • Mentors lower level analysts.
  • Applies 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.
  • Applies in-depth knowledge, contributing to the development of new techniques and processes and for the area or function.

    Integrates subject matter and industry expertise within a defined area.

  • 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.
  • Qualifications :

  • 5-8 years relevant experience
  • Ability to analyze and present on data trends for operational risk and efficiencies
  • Contact Center experience or management
  • Education :

  • Bachelor’s / University degree or equivalent experience
  • This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

    Job Family Group : Operations - Core

    Job Family : Workforce Capacity

    Time Type : Full time

    Full time

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