Senior Business Analyst C10 - Operations Analytics

Citi, the leading global bank, has approximately 200 million customer accounts and does business in more than 160 countries and jurisdictions. Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management. Our core activities are safeguarding assets, lending money, making payments and accessing the capital markets on behalf of our clients.

Citi’s Mission and Value Proposition explains what we do, and Citi Leadership Standards explain how we do it. Our mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We strive to earn and maintain our clients and the public trust by constantly adhering to the highest ethical standards and making a positive impact on the communities we serve. Our Leadership Standards is a common set of skills and expected behaviors that illustrate how our employees should work every day to be successful and strengthens our ability to execute against our strategic priorities.

Diversity is a key business imperative and a source of strength at Citi. We serve clients from every walk of life, every background and every origin. Our goal is to have our workforce reflect this same diversity at all levels. Citi has made it a priority to foster a culture where the best people want to work, where individuals are promoted based on merit, where we value and demand respect for others and where opportunities to develop are widely available to all.

The Operations Analytics & Reporting team uses data analysis to improve efficiency, reduce costs, and enhance customer experience across the front and back office. They focus on optimizing contact center performance, automating processes, resolving customer issues, and supporting KYC operations. Projects include enhancing First Contact Resolution, improving complaint and sentiment analysis, streamlining card issuance and return mail processes, and optimizing capacity planning and staffing. They leverage tools like NLP and AI to reduce complaints and identify agent coaching opportunities. Their goal is to drive data-driven decision-making for operational improvements.

The Business Analytics Analyst is a developing professional role. Applies specialty area knowledge in monitoring, assessing, analyzing and/or evaluating processes and data. Identifies policy gaps and formulates policies. Interprets data and makes recommendations. Researches and interprets factual information. Identifies inconsistencies in data or results, defines business issues and formulates recommendations on policies, procedures or practices. Integrates established disciplinary knowledge within own specialty area with basic understanding of related industry practices. Good understanding of how the team interacts with others in accomplishing the objectives of the area. Develops working knowledge of industry practices and standards. Limited but direct impact on the business through the quality of the tasks/services provided. Impact of the job holder is restricted to own team.

In this role, you are expected to:

• Gather operational data from various cross functional stakeholders to examine past business performance
• Identify data patterns & trends, and provide insights to enhance business decision making capability in business planning, process improvement, solution assessment etc.
• Recommend actions for future developments & strategic business opportunities, as well as enhancements to operational strategies
• Perform exploratory data analysis, confirmatory data analysis and/or qualitative analysis using relevant tools & techniques
• Translate data into insights to drive business strategies for various Operations functions like Customer Service, Collections, KYC & Back Office, Global Workforce Optimization, and communicate clearly and effectively to business partners and senior leaders all findings
• Continuously improve processes and strategies by exploring and evaluating new data sources, tools, and capabilities
• Work closely with internal and external business partners in building, implementing, tracking and improving decision strategies
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

As a successful candidate, you’d ideally have the following skills and exposure:

• Data Analysis & Process Improvement: Expertise in statistical analysis, data mining, process mapping, and process re-engineering (Lean, Six Sigma). Proficiency in data visualization tools (e.g., Tableau, QlikView) to identify trends and present findings.
• Automation & Programming: Experience with automation tools (e.g., SAS, PySpark) and programming languages (e.g., Python, SQL, Hive) to develop and implement automated solutions for operational processes.
• Business Acumen & Communication: Strong understanding of business operations and financial metrics. Ability to translate data insights into actionable recommendations and communicate effectively with stakeholders.
• Customer Focus & Problem-Solving: Demonstrated ability to analyze customer feedback (complaints, sentiment), identify pain points, and develop solutions to improve customer experience. Strong analytical and problem-solving skills to address operational challenges.
• Domain Expertise (Finance/Banking/Operations): Knowledge of financial services operations, regulatory requirements (e.g., KYC, AML), and industry best practices is highly beneficial.

Eligibility Criteria:

• 2-5 years relevant analytics experience (For Masters)
• 4-7 years relevant analytics experience (For 4 years Bachelors degree)

Working at Citi is far more than just a job. A career with us means joining a family of more than 230,000 dedicated people from around the globe. At Citi, you’ll have the opportunity to grow your career, give back to your community and make a real impact.

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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.

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