This role will serve as the primary coordinator to route high priority analytics request to analyst and development team, manage workflow across teams and support urgent ad hoc reporting requests.

As a bank with a brain and a soul, Citi creates economic value that is systemically responsible and in our clients’ best interests. As a financial institution that touches every region of the world and every sector that shapes your daily life, our Enterprise Operations & Technology teams are charged with a mission that rivals any large tech company. Our technology solutions are the foundations of everything we do. We keep the bank safe and provide the technical tools our workers need to be successful. We design our digital architecture and ensure our platforms provide a first-class customer experience. Our operations teams manage risk, resources, and program management. We focus on enterprise resiliency and business continuity. We develop, coordinate, and execute strategic operational plans. Essentially, Enterprise Operations & Technology re-engineers client and partner processes to deliver excellence through secure, reliable, and controlled services.

Citi Shared Services (CSS) is a vital partner to the Corporate Finance and Human Resources organizations. We ensure financial and human resources operations and processes throughout the entire employment life cycle are carried out through the performance of world-class, scalable operations. We also deliver excellence in mission-critical, global products and local services for 84 countries. Furthermore, we manage the governance of the Citi Solutions Center Network, which serves 98,000 employees, supporting Citi’s businesses and operational units. Our diverse profile of products and services touches every Citi employee.

Our strategic priorities, which include enhancing our safety and soundness standards, elevating both leadership and manager capabilities, as well as designing innovative solutions to eliminate pain points, enable us to continually raise the bar. We are implementing cutting-edge digital tools, exploring dynamic reporting capabilities and self-service platforms, and adopting forward compatible behaviors, all while modeling a customer-centric mindset. 90% of the CSS family calls one of our strategic hubs (Budapest, Costa Rica, Manila, Mumbai, and Tampa) home. Each hub offers a unique energy and a myriad of development and engagement opportunities, but the common attribute that cuts across them all is a strong sense of community. We are long-standing champions of diversity, which is consistently reflected in our decisions and actions. Our employees value meritocracy, demonstrate passion for growth and development, and model dignity and respect for all.

Our commitment to diversity includes a workforce that represents the clients we serve globally from all walks of life, backgrounds, and origins. We foster an environment where the best people want to work. We value and demand respect for others, promote individuals based on merit, and ensure opportunities for personal development are widely available to all. Ideal candidates are innovators with well-rounded backgrounds who bring their authentic selves to work and complement our culture of delivering results with pride. If you are a problem solver who seeks passion in your work, come join us. We’ll enable growth and progress together.

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Responsibilities:

• • Update help content used by Knowledge Hub end users to service client inquires, as needed
  • Execute work assigned, including annual review certification and change requests
  • Serve as liaison to business for work assignments by asking fact finding questions, following up on open items and helping with content approval
  • Conduct needs assessment and update content or develop content related solutions according to business requirements
  • Research and seek out solutions to inquiries on help content and all other open items related to business including policy gaps and changes
  • Monitor work progression ensuring completion of assignments by requested due date
  • Ensure consistent application of team process controls
  • Fulfilling the clients’ necessities while providing an exceptional client experience is the expected behavior from all our employees and it will be measured by specific metrics.
  • 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.
  • Provide regular status updates on analysis project in progress and recently completed
  • Work with various Legal & Compliance teams to obtain sign-off on all regulatory business requirements
  • Continuously review existing processes and identify opportunities to drive standardization / Direct access and efficiency while delivering highest level of partner satisfaction
  • Create and facilitate training sessions to drive direct access and training to new joiners (if needed)
  • Serve as primary liaison between the key business stakeholder and development team, including recommending business priorities by advising stakeholders on prioritizations, and delivery timelines with quality
  • Need to ensure all custom & standard requests are serviced within agreed SLA and of highest quality. Assisting team to meet ETAs communicated.
  • Input to the continuous process improvement and reengineering efforts, automate and simplify processes
  • Experience within a rapidly evolving operation
  • Should have prior experience of handling multiple and large volume projects simultaneously. Should be able to prioritize the requests based on their level of importance
  • Design Documentation, Interaction with Business users for requirements.
  • Suggest and deliver improvements to current reporting processes
  • Tools: MS Office, Microstrategy, Workday, Avature, Big Data, Visual Insight, Power BI, Service now, Visio.
  • Candidate should be a self-starter & motivator. Ability to work independently is extremely critical.
  • Good verbal and written communication skill
  • HR Reporting and HR Analysis knowledge is must
  • Should be aware of HR Knowledge

Qualifications:

• 0-2 years relevant experience
• Proficient in Microsoft Office
• Ability to work under pressure and manage deadlines or unexpected changes in expectations or requirements
• Self-motivated and detail oriented
• Proven organization and time management skills
• Demonstrated problem-solving and decision-making skills
• Consistently demonstrates clear and concise written and verbal communication skills

Education:

• Bachelor’s degree/University degree or equivalent experience

• Deliver basic urgent ad hoc reporting request or assign to team dependent on capacity
• Use of ServiceNow or similar workflow and case management tool
• Use of Workday to deliver reporting requests
• Basic knowledge of Microsoft Office applications