Project and Program Management

**Responsibilities**:

- Coordinates and disseminates information of process, policy and procedure changes and ensuring the successful completion of projects managed.
- Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues.
- Ensures creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log.
- Ensures resources are assigned to project & monitor commitment.
- Ensures change control is executed throughout project.
- Identifies, documents, and understands project dependencies.
- Identifies key stakeholders who participate in project scope definition.
- Tracks actual project costs, identify variances, and reforecast project costs as needed.
- Measures project management performance against standards.
- Ensures appropriate project staffing levels.
- Establishes project communication needs and create project communication plan.
- Creates the project risk management plan. Work with procurement team to create, administer, track, and eventually close project contracts.
- Facilitates the transition of systems, product & process development to minimize adverse operations impact by ensuring that the business is informed and always aware of the status of process improvements, procedure & systems enhancements and corrective actions for risk issues, identified for the business.
- Participates in the delivery of internal communications enabling the business officers to effectively service clients.
- Acts as a point of contact and liaison between department and required business areas for the implementation of activities to ensure accurate communication to clients.
- Manages and coordinates the business, Citibank and Regional projects with focus on Development and Change Management.
- Manages on a daily basis the investigation of a product, policy and procedure queries raised by team members.
- Liaises with key stakeholders to implement new procedures or clarify any misinterpretation as required.
- Regularly undertakes a review of processes, policies and procedures to identify process gaps and recommend process updates/ policy & procedure revisions associated with Project Management and Business Compliance.
- Provides feedback to Project Management leadership regarding risk issues/business cases raised by specific business units
- Collates communication items, investigate issues and ensure relevant communications are created in a timely clear and accurate manner.
- Drafts and communicates any staff briefs, including system changes.
- Monitors & communicates on Service Level Agreements of other departments that affect the service delivery within a project.
- Conducts ongoing research on effective mediums and tools to improve the communications.
- Has the ability to operate with a limited level of direct supervision.
- Can exercise independence of judgement and autonomy.
- Acts as SME to senior stakeholders and /or other team members.

**Qualifications**:

- 5-8 years of experience
- Demonstrate strong business knowledge including the understanding of core businesses, supporting processes and operations.
- Working knowledge of call center Technologies including systems, technologies and system work practices.
- Knowledge of HR policies and procedures.
- Knowledge of Call Center industry.
- Previous customer service management experience within a call center setting.
- Tertiary qualifications desirable.
- Outstanding problem-solver, Should demonstrate a commitment to quality and attention to detail

**Education**:

- Bachelor’s/University degree or equivalent experience

**Job Background/Context**:
HR Shared Services (HRSS) provides Talent Acquisition, Employee Lifecycle, Data Services, Total Rewards, and Stakeholder Services to employees across the globe. Our mission at HRSS is to develop a world-class global HR infrastructure that provides services, processes, and tools to enable businesses to manage their employees while assisting in the management of cost, risk, growth, and quality. In partnership with HR, HRSS strives to provide excellent customer service through its product offerings to employees and managers while focusing on process re-engineering and initiatives to enhance the Shared Services function within Citi.

This role is expected to manage various products verticals and projects, and will involve business/internal negotiations, stakeholder management, continuous improvement/reengineering opportunity identification, systems enhancements, and strategy execution, including ownership/coverage of work migrations parallel run and operations handover/stabilization for transition-related initiatives. The role will develop strong business cases with cost/benefit analysis for projects, and manage all of its phases from initiation, planning, execution, implementation and closure. The role is expected to work and develop relationships with multiple stakeholders and functional teams at the same t