Citi CBNA-O&T-Project Analyst in Manila, Philippines
Primary Location: Philippines,National Capital,Manila
Education: Bachelor's Degree
Job Function: Bus Strategy, Planning & Admin
Shift: Day Job
Employee Status: Regular
Travel Time: No
Job ID: 17048660
Facilitate the transition of systems and process development for CitiPhone to minimize adverse operations impact. Responsible for end-to-end testing of new systems, products and processes through stringent parameters to ensure that change is plug-in-play once promoted to production.
Come up with enhancements, or initiatives that will benefit CitiPhone in terms of productivity and expense saves – requires CPO training / briefings, FGDs and validation.
Ensure that system health checks are done periodically and address issues / concerns: Severity 1 & 2 – Escalated within 15 minutes from time of reporting and monitored on an hourly basis, Severity 3 – Escalated within 3 banking days and monitored until closure
Eclipse / IVRS / CTI Firefly
Conduct health checks periodically to ensure that the systems are working fine
End-to-end testing, from UAT to PRD, of new products and system changes to ensure that there’s no impact to the daily operations; and
Do parameter set-up for changes that can be done within CitiPhone
Oversee projects from conceptualization to validation and tracking.
Come up with initiatives that aim to assist in CPO productivity – in line with CitiPhone metrics on AHT, Day-2, Call Quality and Call Volume
Come up with initiatives that aim to reduce expense, whether it be through Call Offloading, or reduction of AHT
Ensure that changes are compliant with the Bank’s policies and regulations; and
Support Country / Regional initiatives by conducting UAT / PAT and regression testing of systems impacted
Conduct briefings on enhancements to be implemented to ensure that users are versed on how to use the new system; and
Do validation so that refreshers may be done if needed
Experience / Knowledge Needed
Voice / PBX / IVR knowledge is an advantage
Skills / Abilities Required
Excellent computer and organizational
Strong verbal and written communication skills
Team player with good interpersonal and coaching skills.
Work effectively well with others
Fast learner with strong analytical skills