Lead Analyst--Manager Offshore Partnerships

Citi, the leading global financial services company, has some 200 million customer accounts and does business in more than 100 countries, providing 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, and wealth management. Additional information may be found at www.citigroup.com or www.citi.com Citi Inc. and its subsidiaries ("Citi") are equal opportunity employers M/F/D/V and do not discriminate on the basis of any legally protected status or characteristic.Lead Analyst - Assists the Offshore Partner by obtaining, communicating and maintaining the tools and knowledge they need to perform their services and manage their agents. Supports functional Offshore initiatives from the beginning of the work movement to ensure Program Management needs can be defined and met. Responsible for the day to day oversight of production/performance at Offshore partner sites, including compliance, information security, COB and records retention.  Responsibilities include, but are not limited to; Offshore initiative status communication, escalation process management, management of change control processes, project document and record retention maintenance, validation of business metrics and all quality, control and compliance activities. Works with the business unit to define and document business needs, designs and builds all necessary processes to support the work in the offshore site environment. Reports on Key Metrics and staffing levels versus established goals.  Identifies opportunity areas and provides input on key drivers and recommended solutions.  Experience in working with with remote staff, project management and/or vendor or (Offshore partner) management preferred. Experience in developing tools to support business processes (from the learning curve stages into normalized operations). The ability to communicate collections business metrics, operating/performance management model and key organizational drivers/goals is required.  Strong analytical, influence, relationship and problem solving skills are also required.  Ability to review, provide feedback and transfer knowledge of critical business elements and best practices to the vendor management team.  Some travel (potentially international) will be required. Leadership (Governance, Oversight & Strategic Design)– Relationships Management (Line of Business and Offshore Partner Communication)– Performance Monitoring and Holding Partners Accountable for Achieving Standards– Validation of Metric Controllability and Applicability as well as Standard Reasonableness– Capacity Planning and Ensuring Corresponding Space and Technology Readiness– Ensuring Agent Level Performance Management– Evaluation of the Customer Experience Support (Tactical Day to Day and Change Execution)– Business as usual-- Process SME Support– System Performance Support– System Access Support– Process Documentation– Quality Audits (Incl. working the correct accounts and following the process) Expense  (Control Accurate Invoicing & Evaluate Net Savings)– Assessment of Line of Business Offshoring Expenses and Resulting Net Savings– Invoice rate comparison – Validation of invoice billed hours Key Metrics  (Performance Results and Process MIS)– MIS to achieve effective Work Segmentation and Prioritization– Centralized Offshore Web-based Reporting (Timeliness and Accuracy are Critical)+ AA/BA/BS degree or equivalent experience.+ 1-3 years experience or capable college graduate with no working experience.+Microsoft products.+ Working knowledge of software, hardware, and networks.+ Fundamental knowledge of credit card industry.+ Ability to solve business problems with appropriate automated solutions.+ Manages time efficiently, Reliable / Dependable.+ Strong Analysis skills, Customer Orientations, Problem Solving skills.+ Strong Team Player, Good Judgement, Communication, Flexible, Quick Learner+ Sound Integrity, Tolerance for stress.