Project Manager (Contact Centre Transformation)

At Citi, we get to connect millions of people across hundreds of cities and countries every day.  And we've been doing it for more than 200 years.  We do this through our unparalleled global network.  We provide a broad range of financial services and products to our clients – whether they be consumers, corporations, governments or institutions – to help them meet their biggest opportunities and face the world's toughest challenges.

Shape your Career with Citi

Citi Global Wealth (CGW) brings together the full power of Citi to serve the entire continuum of wealth clients, from affluent to ultra-high net worth to family offices.  The strategies we create help our clients maintain liquidity while maximizing yields, transact in foreign currency and across borders, and manage fluctuating expenses or cash flow.  We are uniquely suited to helping our clients meet their banking needs across regions through our global network.

We’re currently looking for a high caliber professional to join our team as Project Manager (Contact Centre Transformation) - Hybrid (Internal Job Title: Project Analyst– C11) based in Hong Kong.  Being part of our team means that we’ll provide you with the resources to meet your unique needs, empower you to make healthy decision and manage your financial well-being to help plan for your future.  For instance:

• Citi provides programs and services for your physical and mental well-being including access to telehealth options, health advocates, confidential counseling and more. Coverage varies by country.
• We believe all parents deserve time to adjust to parenthood and bond with the newest members of their families. That’s why in early 2020 we began rolling out our expanded Paid Parental Leave Policy to include Citi employees around the world.
• We empower our employees to manage their financial well-being and help them plan for the future.
• Citi provides access to an array of learning and development resources to help broaden and deepen your skills and knowledge as your career progresses.
• We have a variety of programs that help employees balance their work and life, including generous paid time off packages.
• We offer our employees resources and tools to volunteer in the communities in which they live and work. In 2019, Citi employee volunteers contributed more than 1 million volunteer hours around the world.

In this role, you’re expected to:

• Support Contact Centre on strategic digital transformation initiatives and collaboration amongst internal stakeholders (e.g. Operation, Business & Tech functions) and other countries stakeholders
• Enable the business to make data-driven decisions to inform the strategic direction, analyze the success of initiatives and impact to beneficiaries whilst ensuring data security and privacy
• Engage with the business to understand their needs and translate into clear requirements that can be met through innovative digital solutions
• Review existing end-to-end client journey and operation workflow, and identify potential process improvement via digital transformation in order to uplift productivity, reduce cost & strengthen risk & control for the Bank
• Coordinate with different parties on relevant digital transformation system implementation , e.g. RPA, Xcepter, transformation projects and subsequent maintenance and enhancement
• Participate activities in project life cycle, including requirement collection, testing, implementation, documentation and support, post implementation review
• Participate and manage the UAT, PAT & sanity test to ensure successful production release
• Act as a SME to other stakeholders

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

• 2-5 years relevant experience
• Bachelor’s/University degree or equivalent experience
• Experience in Contact Centre, banking industry, managing projects of business process improvement and vendor management will be an added advantage
• Fluent in Cantonese, English and Mandarin is preferable
  Strong communication skill

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.

Take the next step in your career, apply for this role at Citi today

https://jobs.citi.com/dei

------------------------------------------------------

Job Family Group:

------------------------------------------------------

Job Family:

------------------------------------------------------

Time Type:

------------------------------------------------------

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.

Citigroup Inc. and its subsidiaries ("Citi”) invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.

View the "EEO is the Law" poster. View the EEO is the Law Supplement.

View the EEO Policy Statement.

View the Pay Transparency Posting