Description tts service innovation and readiness (si&r) team focuses on creating a competitive advantage for our business by ensuring the delivery of best-
in-class client experience as it relates to new banking channels, products and services are introduced into our service organization.
We partner with product, channel and enterprise services, technology, and operations service organization to ensure internal teams are prepared, trained, and ready to globally support product enhancements, process change, and commercialization for tts solutions.
In the process, also identify opportunities for improvements in the service processes which enhances the overall client experience.
These responsibilities include, but are not limited to : provide end to end project management of key initiatives and projects provide execution support as necessary to support the implementation and adoption by service organizations including the management of the rollout, coordination of updates and information flows to functional partners provide end to end project management of tts products and commercialization related initiatives develop and maintain project plans outlining deliverables, milestones, critical path items and actions ensure all global activities are aligned with treasury and trade solutions project management standards identify key business drivers and opportunities in reducing client inquiries and enhancing overall experience overseeing a variety of commercialization activities and training efforts for tts products and services coordinate, review, and validate client analysis with functional partners as necessary provide input from the clientâ s point-
of-view and citi service teams during all phases of the readiness process identify opportunity to address client needs by analyzing customer service data and client feedback maintain governance readiness model to ensure timely delivery of client and internal communications develop business requirements to implement technical solutions to drive productivity, mitigate risk, and promote operational efficiencies as well as improve overall client experience qualifications education : bachelorâ s degree or equivalent 7+ years of related work experience in the financial services sector client service experience a plus must be bilingual (spanish & english) portuguese a plus good working knowledge of tts products, service procedures, stars, ivrs, electronic banking tools strong analytical skills and attention to detail ability to handle multiple projects and manage competing priorities ability to partner meetings effectively with virtual teams across multiple countries & regions strong project management skills ability to partner with cross functional teams ability to keep the client experience and process improvements as priority through all phases of a project ability to work effectively with a team as well as individually experience and knowledge of tts products, technical projects, systems integration, technical applications and setups experience with ms office tools excellent written and verbal communication skills strong team player nivel de antigüedad : mando intermedio, tipo de empleo : jornada completa