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    AVP Customer Experience Senior Analyst - Dubai, United Arab Emirates - Citi

    Citi
    Citi Dubai, United Arab Emirates

    Found in: Talent AE C2 - 2 days ago

    Citi background
    Full time
    Description

    The Customer Experience Sr Analyst requires a strong analytical background. Should be able to apply in-depth banking process knowledge for the improvement of processes. Evaluate 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. Excellent presentation, communication and multi tasking skills are required. Involved in coaching and training of cross functional teams on process changes. Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization.

    Requires attention to detail when handling date, making judgments and recommendations based on the analysis of factual information. Typically deals with variable issues with potentially broader business impact. Applies professional judgment when interpreting data and results.

    Responsibilities:

    Primarily responsible for governance and oversight of the Bank's Complaint Management function, the role involves :

  • Update procedures and set standards for how the complaints function is run and ensure all teams are trained annually
  • Ensure appropriate monitoring and quality measures are in place and review findings for service improvements
  • Review performance of the Complaints Management unit and ensure we deliver and improve across Citi standards and Regulatory requirements
  • Analyze and review data and data quality monthly to surface emergent trends, themes and areas of focus
  • Prepare analysis and deep dives for monthly and quarterly management presentations and discuss top themes and actions
  • Cross tab complaints data with other data availablethrough surveys and thematic reviews to understand the pulse of clients and identify areas of improvement
  • Collaborate with respective themes to understand root cause of client pain points, find solutions, execute and track till closure to reduce overall complaints volume
  • Train front end on process changes

    • The role caries performance KPIs that need to be met from a delivery and controls stand point

    The role also entails building reports for various internal and external submissions, liaising with auditors and monitoring teams and managing requirements

    Find opportunities to automate and improve service delivery for our clients and improve service standards.

    Contribute to building culture of client obsession within the organization

    Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation. Drive compliance with applicable laws, rules and regulations, adhere to Policy, apply sound ethical judgment regarding conduct and business practices, and escalating, managing and reporting control issues with transparency

    Qualifications:

    10 years of experience in in data analytics or related business role. Can work with SAS, advanced excel skills, excellent in analyzing and developing management presentations

    Understands banking processes across Wealth and Cards in order to lead process improvements

    Good communication skills to effectively collaborate with stakeholders and build comprehensive presentations

    Can multi-task effectively

    Education:

    Bachelors/Masters degree

    Job Family Group:

    Marketing

    Job Family:

    Customer Experience

    Time Type:

    Full time

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