Project Senior Analyst

Overview

In this role you will drive governance, program management and change initiatives within Citi’s project portfolio. You will coordinate planning, costs, risks and stakeholder communications across business units, ensuring timely delivery and alignment with policy updates. You’ll coach teammates and occasionally lead project efforts, delivering measurable value through process improvements and risk mitigation. This position offers exposure to data-driven decision-making and cross-functional collaboration at a global scale.

Pay / Benefits

• hybrid working model: 3 days in office, 2 days remote
• learning and development resources
• wellbeing and work-life balance initiatives
• competitive financial benefits and rewards package
• cross-functional collaboration opportunities
• exposure to high-value commercial and financial decisions

Responsibilities

• Coordinate information flow on process, policy and procedure changes to ensure project success
• Create and maintain project plan, charter, benefits plan, stakeholder plan, acceptance plan, and central issue log
• Assign resources and monitor commitments to projects
• Identify dependencies and key stakeholders during scope definition
• Track costs, variances, and reforecast as needed
• Establish project communication and risk management plans
• Collaborate with procurement to manage contracts
• Facilitate transitions of changes to minimize business impact and keep stakeholders informed
• Liaise between departments and clients to ensure accurate communication
• Oversee development and change management projects; review processes to identify gaps and suggest updates
• Monitor SLAs and service delivery impacts across departments
• Provide feedback to PM leadership on risk and business cases

Key requirements

• 5-8 years of relevant experience
• Strong business knowledge of core processes and operations
• Working knowledge of call center technologies and system practices
• Knowledge of HR policies and Call Center industry
• Previous customer service management experience in a call center
• Bachelor’s degree or equivalent experience
• Strong problem-solving skills and attention to detail

• leadership and coaching
• communication and stakeholder management
• analytical thinking
• call center technologies
• project management
• risk management

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