AML/KYC Project Senior Business Analyst - Hybrid

The Program Management Sr Analyst for Anti-Money Laundering/Know Your Customer business unit elicits requirements and priorities from business Operations partners, prepares workflow diagrams, user story requirements and acceptance criteria and other analyst documents, supports development/testing, training and procedures development, user coaching and production validation as well as manages scope, schedule and risks for low to medium complexity projects. 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. Involved in coaching and cross training of new recruits. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

• Coordinates and disseminates information of process, policy and procedure changes and ensuring the successful completion of projects managed.
• Assists with business case, review business requirements, gap analysis, feasibility study in long term benefit, requirement and solution review with stakeholders.
• Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues.
• Ensures resources are assigned to project & monitor commitment.
• Ensures change control is executed throughout project.
• Identifies, documents, and understands project dependencies.
• Identifies key stakeholders who participate in project scope definition.
• Establishes project communication needs and create project communication plan.
• Creates the project risk management plan. Work with procurement team to create, administer, track, and eventually close project contracts.
• Facilitates the transition of systems, product & process development to minimize adverse operations impact by ensuring that the business is informed and always aware of the status of process improvements, procedure & systems enhancements and corrective actions for risk issues, identified for the business.
• Participates in the delivery of internal communications enabling the business officers to effectively service clients.
• Acts as a point of contact and liaison between department and required business areas for the implementation of activities to ensure accurate communication to clients.
• Manages and coordinates the business, Citibank and Regional projects with focus on Development and Change Management.
• Meets with end users to understand business needs, write requirements, conduct walk throughs on requirement documents and obtain Project Sponsor, Product and Operations approvals.
• Reviews Functional Requirements to Business Requirements to ensure Technology has understood and met the end users' needs/expectations.
• Manages on a daily basis the investigation of a product, policy and procedure queries raised by team members.
• Collaborates with Technology on any project delays, risk assessment and risk mitigation plans.
• Communicates with key stakeholders to implement new procedures or clarify any misinterpretation as required.
• Regularly undertakes a review of processes, policies and procedures to identify process gaps and recommend process updates/policy & procedure revisions associated with Project Management and Business Compliance.
• Provides feedback to Project Management leadership regarding risk issues/business cases raised by specific business units
• Collates communication items, investigate issues and ensure relevant communications are created in a timely clear and accurate manner.
• Drafts and communicates any staff briefs, including system changes.
• Monitors & communicates on Service Level Agreements of other departments that affect the service delivery within a project.
• Conducts ongoing research on effective mediums and tools to improve the communications.
• Has the ability to operate with a limited level of direct supervision.
• Acts as SME to senior stakeholders and/or other team members.
• 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 of experience
• Demonstrate strong business knowledge including the understanding of core businesses, supporting processes and operations.
• Working knowledge of call center Technologies including systems, technologies and system work practices.
• Previous customer service management experience within a call center setting.
• Outstanding problem-solver, Should demonstrate a commitment to quality and attention to detail

Education:

Bachelor's/University degree or equivalent experience

Additional Preferred Skills:

• Experience preferred with Know Your Customer/Anti money Laundering and/or similar types of case management workflow process and tools/systems
• Demonstrated ability to elicit requirements vs. just gather them
• Some experience as a product owner or scrum master for business initiatives

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Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

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Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.