The Global ID Administration (GIDA) is a global organization within Citi Shared Services (CSS) with 900+ employees located across the globe. GIDA manages entitlement and provisioning of access for internal Citi employees / contractors and increasingly for external Citi clients who are using Citi applications.  GIDA works in partnership with Global Information Security to build appropriate security architecture in new apps and supports large business-driven technology projects related to information security issues.  

Job Overview

The Metrics and Analytics Team does support the GIDA Service Delivery Team, GPO Team and the Strategic Re-Engineering team with relevant metrics and insights based on the various data sources that provide information about the day to day activities of each of the analysts across its sites. The team works as a strong partner in GIDA and help them achieve their vision of running the organization with Numbers.

The Senior Metrics Analyst will work with the various site heads and teams within the sites to produce relevant metrics that captures, SLOs, Volumes, Cancellation and all other operational metrics.  In addition, this individual is responsible to assist and support the Cognos development work working along with CATE and GFTS organization.  This person should also work on extracting insights from the data that will help the stakeholders to make better decisions.  Analytics of data will be key for this role

Key Responsibilities

• Conceptualize what metrics best represent effectiveness of GIDA operations and design appropriate visualization to facilitate understanding and trends
• Do analytics globally to surface root cause and facilitate actions in support of Site Heads and GPOs
• Create partner-facing metrics to support CRMs and create complete transparency into GIDA operations
• Design customer satisfaction surveys and NPS mechanism to get Voice of customer
• Support Finance team in billing process by providing adequate and meaningful metrics in support of GIDA expenses charged to the customer
• Support Global Re-engineering Lead and Global Risk and Control Lead to identify efficiency and control opportunities by using metrics smartly
• Bachelor's degree in an related discipline
• 10+ years of relevant experience, to include experience in operations functions globally
• Keen sense of numbers to most effectively design and use metrics to measure performance of GIDA processes
• Strong understanding of how to make decisions using numbers
• Experience in any analytics functions and CoEs is a significant advantage
• Knowledge or Risk and Control and experience of using metrics to identify high risk processes or scenarios
• Advanced conceptual thinking in complex and/or completely new situations
• Experience working in a matrix global environment
• Experience working in shared services environment and/or knowledge of the dynamics of work migration and project management
• Excellent Excel and PowerPoint skills - advanced skills needed
• Prior experience of dealing with senior leaders in the company

Qualifications

• Bachelor's degree or higher desired or the candidate should have proven equivalent work experience
• Strong work ethic; excellent use of discretion and judgment. 
• Good command of English language (both verbal and written)
• Strong interpersonal, negotiation, relationship development and prioritization skills
• Analytical and detail oriented
• Proven track record of effective people management; and defining, documenting and validating process requirements
• The ability and enthusiasm to develop the process and procedures improvement skill set
• Experience in the design, preparation and delivery of facilitated workshops, applying a range of tools and techniques
• Demonstrates advanced experience in navigating and leveraging project management tools