The Project Senior Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.
Responsibilities:
- Coordinates and disseminates information of process, policy and procedure changes and ensuring the successful completion of projects managed.
- Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues.
- Ensures creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log.
- Ensures resources are assigned to project & monitor commitment.
- Ensures change control is executed throughout project.
- Identifies, documents, and understands project dependencies.
- Identifies key stakeholders who participate in project scope definition.
- Tracks actual project costs, identify variances, and reforecast project costs as needed.
Qualifications:
- Demonstrate strong business knowledge including the understanding of core businesses, supporting processes and operations.
- Working knowledge of call center Technologies including systems, technologies and system work practices.
- Knowledge of HR policies and procedures.
- Knowledge of Call Center industry.
- Previous customer service management experience within a call center setting.
- Tertiary qualifications desirable.
- Outstanding problem-solver, Should demonstrate a commitment to quality and attention to detail
Education:
- Bachelor’s/University degree or equivalent experience
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Job Family Group:
Project and Program Management
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Job Family:
Project Management
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Time Type:
Full time
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Citi London, England Office
33 Canada Square, London, United Kingdom, E14 5LB
