The Services Strategy: 2020 is an integral part Citi’s Operations & Technology (O&T) Strategy and aims to transform all aspects of our Operations including end-to-end Business Alignment, Service Excellence, Risk and Controls, Operating Efficiency and Talent.

Yourrolewill be tosupport Business leaders and partners, helping them redesign their processes to put the customer at the center of everything we do. Through theapplication of Lean tools and techniques, you will identify major pain points, investigate their root causes and provide innovative solutions that transform the client experience.Partnering with Operations you will become a trusted and independent advisor to the Business, upskilling and empowering our people to independently solve problems for the benefit of our clients.

Key Responsibilities:

• Lead individual Lean and data analytics projects and training for business and functional partners
• End to End Project Management to drive project outcomes/deliverables
• Scoping and planning the projects (deliverables, timelines, resourcing, etc.)
• Identifying waste and pain-points in the process using Lean tools (including basic Process Mapping, VSM, SIPOC’s, Time and Motion studies, Benchmarking, etc.) and presenting findings to Senior Leadership.
• Form data driven Hypothesis through process and data analytics
• Strong analytical skills to identify inferences and hypothesis
• Presenting hypothesis to senior management in easy to understand format
• Leading and Organizing Root cause analysis workshops to identify root causes that are linked to the pain points
• Leading and Organizing Kaizen workshops, and influencing stakeholders to agree on interim and future state process to meet project objectives/goals
• Developing “To–Be” processes, including optimized customer journeys, documenting identified policy and procedure gaps and a plan to implement the future state
• Partner with Business and Function’s Senior Leaders to identify and structure individual Lean projects
• Partner with Operations to identify Simplification and Automation opportunities with clear ROI and help build the Book of work to drive expense reduction targets and improve customer experience
• Provide project reporting as appropriate
• Coach junior teammates to deliver against agreed timelines and objectives

Other Responsibilities:

• Support the development and articulation of program progress, successes and challenges through various presentations, training and forums

Key Cultural Fit:

• You are entrepreneurial, and thrive in environments with a blank canvas that will allow you to flex your intellectual muscle to contribute to building a strategy from the ground up
• You have a passion for new tech, and are always on the lookout for “what’s new.”
• You are naturally gifted at thinking of ways to “do things better, faster, smarter.”
• You work well in high-pressure situations, and consistently deliver under tight time constraints while delighting your stakeholders
• You can work across boundaries to fill the gaps, and drive accountability for yourself and others

Qualifications

• Minimum of 12+ years of work experience with time spent applying Lean or Lean Six Sigma methodologies. Experience in management consulting and/or developing automation solutions for Operations and Services (particularly with Robotics) will be highly valued
• Strong data analytics capabilities, especially cost analysis and internal/external benchmarking
• Ability to work effectively with Senior Managers and with large teams across countries, functions and businesses
• Understanding of the drivers of value, including the ability to size and prioritize large scale initiatives across Businesses and Functions
• Strong communication skills and the ability to structure logical analysis in presentations
• An in-depth understanding of Excel and PowerPoint
• An understanding of Citi's businesses, the major strategic issues and the Senior Management landscape would be beneficial
• An undergraduate degree and an MBA (desirable but not required) from a top tier institution
• Highly motivated, organized and methodical
• Logical, analytic and rational thinker
• Demonstrated team player