GWFO Data & Reporting Analyst C11

GWFO Data & Reporting Analyst

Who we are.

With Citi’s Analytics & Information Management (AIM) group, you will do meaningful work from Day 1. Our collaborative and respectful culture lets people grow and make a difference in one of the world’s leading Financial Services Organizations. The purpose of the group is to use Citi’s data assets to analyze information and create actionable intelligence for our business leaders. We value what makes you unique so that you have opportunity to shine. You also get the opportunity to work with the best minds and top leaders in the analytics space.

What the role is

The role of Officer – Data Management/Information Analyst will be part of AIM team based out of Chennai, India supporting the Global Workforce Optimization unit.

The GWFO team supports capacity planning across the organization. The primary responsibility of the GWFO team is to forecast future demand (Inbound /Outbound Call Volume, back-office process volume, etc.) and the capacity required to fulfill the demand. It also includes forecasting short-term demand (daily/ hourly) and scheduling the agent accordingly. The GWFO team is also responsible for collaborating with multiple stakeholders and coming up with optimal hiring plans to ensure adequate capacity as well as optimize the operational budget.

In this role, you will work alongside a highly talented team of analyst to build data solutions to track key business metrics and support the workforce optimization activities.

You will be responsible for understanding and mapping out the data landscape for current and new businesses that are onboarded by GWFO and enable the usage of the same to provide for capacity planning, reporting and analytics, as well as real-time monitoring. You would work very closely with GWFO’s technology partners in getting these solutions implemented in a compliant environment.

You will be an SME in the group, supporting and mentoring the team on technical solutioning and should be ready to lend your hand to juniors when needed.

Who you are.

Data Driven. A proven track record of enabling decision making and problem solving with data. Conceptual thinking skills must be complemented by a strong quantitative orientation and data driven approach.

Excellent Problem Solver. You are a critical thinker, able to ask right questions, make sense of a situation and come up with intelligent solutions.

Automation Innovator. You have an affinity towards identifying opportunities for automation, designing, and implementing automated workflows, and measuring the impact of automation initiatives.

Strong Team Player. You build a trusted relationships with your team members. You are ready to offer unconditional assistance, will listen, share knowledge, and are always ready to provide support as needed.

Strong Communicator. You can communicate verbally and through written communication with clarity and can structure and present your work to your partners & leadership.

Clear Results Orientation. You display a keen focus on achieving both short and long-term goals and have experience driving and executing an agenda in a demanding and fast-paced environment, with an eye on risks & controls.

Innovative. You are always challenging yourself and your team to find better and faster ways of doing things.

What you do

Data Exploration. Understand underlying data sources by dwelling into multiple platforms scattered across the organization. You do what it takes to gather information by connecting with people across business teams and technology.

Process Automation. You have an experience in automating repetitive, rule-based tasks without deep coding. Experience with workflow automation platforms and API integration.

Dashboarding and Visualization. You develop insightful, visually compelling and engaging dashboards that supports decision making and drive adoption.

Flawless Execution. You manage and sequence delivery of reporting and data needs by actively managing requests against available bandwidth and identify opportunities for improved productivity.

Be an Enabler. You support your team and help them accomplish their goals with empathy. You act as a facilitator and remove blockers and create a positive atmosphere for then to be innovative and productive at work.

Qualifications

• Master’s degree in Information Technology / Information Systems / Computer Applications / Engineering from a premier institute or BTech/B.E.
• Must have 6+ years of work experience in the Data & Reporting space
• Must have expertise working with SQL
• Must have expertise working with Tableau for data visualization
• Exposure to Automation tools in Python, Xceptor, Appian, VBA, etc. desirable
• Proficiency in JIRA/Confluence desirable

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

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