GTS Re-Engineering / Service Quality Program - Scorecard Developer

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.GTS Re-Engineering / Service Quality Program - Scorecard Developer The Global Service Quality Metrics Program’s goal is to introduce a steady state organization to maintain a continuous improvement environment which uses automated tools and analytics to evaluate performance against SLAs, determine source causes, identify and prioritize opportunities, and track results.  The Business Scorecard Developer will lead efforts to develop and introduce scorecards that provide measures of availability, accuracy, and timeliness with an ability to understand ability to understand objective service delivery and client quality.  This will include: § Developing a manual, excel based pilot scorecard§ Understanding the business needs by running the pilots for business process metrics § Developing an automated scorecard in collaboration with Process Owners and the technology leads§ Support tool research, selection and rollout globally§ Support regional rollout of the automated scorecard efforts§ Develop draft scorecard templates and modify as needed§ Design interim process with associated tools (Excel)§ Design automated scorecard and support technology teams during regional rollout§ Conduct workshops and training modules for scorecard rollout  High level of energy to work effectively in a multi-functional environment with multi-threaded goals.  BA/BS and/or MBA preferred with 6-10 years relevant financial services management experience. Strong Excel skills with ability to write macros and run pivot tables Familiarity with analytical tools like Cognos/ SPSS/ SAS Experience designing and running workshops Attention to detail, comprehensiveness of content and ability to see multiple assignments to completion under aggressive deadlines. Ability to work in a matrixed, cross functional global team Ability to work independently, ability to multi-task and drive multiple assignments to completion.