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

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17048660

Description

Position Summary

  • 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

Position Responsibilities:

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

System Enhancements:

  • 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

Training:

  • 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

Qualifications

Experience / Knowledge Needed

  • College Degree

  • 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