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The Senior Process Engineer is a strategic professional who stays abreast of developments within own field and contributes to directional strategy by considering their application in own job and the business. Recognized technical authority for an area within the business. Requires basic commercial awareness. There are typically multiple people within the business that provide the same level of subject matter expertise. Developed communication and diplomacy skills are required in order to guide, influence and convince others, in particular colleagues in other areas and occasional external customers. Significant impact on the area through complex deliverables. Provides advice and counsel related to the technology or operations of the business. Work impacts an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family.

Job Description

Business Operations Shared Services (BOSS) is looking for an energetic, highly effective Service Delivery Lead to champion change within our organization. This role will provide support focused on service delivery, client support, service expansion and outreach, stakeholder management, and optimization of the current service catalogue and support avenues. Primary responsibilities include identifying areas of opportunity related to client experience, assessing current state, evaluating feedback, implanting cohesive and collaborative action plans across the organization, and ensuring effective change management strategy is implemented across the organization. It is vital that this role fosters a culture of change and feedback, while ensuring we are responsive to our customer’s needs, all in line with our overall goal of providing exemplary customer service.

Objectives:

• Plan, strategize, and deliver service delivery dashboards

• Provide independent advice to process owners, project leads, and stakeholders on customer service and stakeholder management best practices

• Integrate and facilitate knowledge sharing sessions across the organization

• Define and develop and implement user experience best practices

• Create change management plans to align with the BOSS goal of exemplary service

• Collaborate with technology teams on how to achieve enhance overall customer experience

• Identify areas of opportunity and implement strong action plans to address issues

• Implement customer service strategy across multiple channels and products

Skills Required:

• Superior communication (written and verbal) skills and strategies

• Ability to illicit and discern feedback; develop and implement common-sense problem-solving and user experience strategies

• Demonstrated ability to build and maintain strong cross-cultural global relationships

• Ability to quickly identify problems, analyze situations, and make informed decisions

• Ability to quickly learn and navigate complex global organizations and processes

• Strong leadership skills

• Project execution and delivery experience

• Ability to work cross-functionally with multiple different business partners

• Assesses and ability to prioritize tasks correctly

• Highly effective change management skills

Requirements:

• Ability to lead teams and guide leadership through influence

• 3-5 years’ experience working in project management, execution and delivery

• Strong track record of extraordinary stakeholder engagement

• Strong communication and executive presentation background

Job Family Group:

Business Strategy, Management & Administration

Job Family:

Business Process Re-Engineering

Time Type:

Full time

Primary Location:

Tampa Florida United States

Primary Location Full Time Salary Range:

$103,920.00 - $155,880.00

In addition to salary, Citi’s offerings may also include, for eligible employees, discretionary and formulaic incentive and retention awards. Citi offers competitive employee benefits, including: medical, dental & vision coverage; 401(k); life, accident, and disability insurance; and wellness programs. Citi also offers paid time off packages, including planned time off (vacation), unplanned time off (sick leave), and paid holidays. For additional information regarding Citi employee benefits, please visit citibenefits.com. Available offerings may vary by jurisdiction, job level, and date of hire.

Anticipated Posting Close Date:

Jul 09, 2024

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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi (https://www.citigroup.com/citi/accessibility/application-accessibility.htm) .

View the "EEO is the Law (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/eeopost.pdf) " poster. View the EEO is the Law Supplement (https://www.dol.gov/sites/dolgov/files/ofccp/regs/compliance/posters/pdf/OFCCP_EEO_Supplement_Final_JRF_QA_508c.pdf) .

View the EEO Policy Statement (http://citi.com/citi/diversity/assets/pdf/eeo_aa_policy.pdf) .

View the Pay Transparency Posting (https://www.dol.gov/sites/dolgov/files/ofccp/pdf/pay-transp_%20English_formattedESQA508c.pdf)

Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.