About CITI

Citi's mission is to serve as a trusted partner to our clients by responsibly providing financial services that enable growth and economic progress. We have 200+ years of experience helping our clients meet the world's toughest challenges and embrace its greatest opportunities.

About AIM:

Analytics and Information Management (AIM) is a global community that is driving data driven transformation across Citi in multiple functions with the objective to create actionable intelligence for our business leaders. We are a fast-growing organization working with Citi businesses and functions across the world.

What We do :

GWFO team supports capacity planning across the organization. The primary responsibility of GWFO is to optimize the required staffing for Operations to deliver the required Service Performance. This includes forecasting demand 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 

Job Responsibilities:

• The key requirement for the role is the ability to lead a team in understanding the business objective, formulating the Analytics solution and work with business partners to deliver and execute analytical solutions. The incumbent will be responsible for building, implementing and managing forecasting and staffing strategy models for multiple functions in Operations.
• Build innovative strategies for optimal agent hiring and maximizing the ROI of the operational budget.
• Provide thought leadership and guide the team to deliver the project objectives.
• Present the results in a coherent manner to senior stakeholders
• The individual should possess executive presence, proven ability to lead teams and be proactive in leading new initiatives to improve the team.
• The individual should provide mentoring, coaching to team member and create a positive work culture in the team
• Promote a culture of data driven decision-making, influence stakeholders from different domains to adopt strategy driven by data and advanced analytics
• Lead efforts to develop and maintain model governance documentation for all models.

Qualification/Required Skill Set :

The successful candidate should be both a self-starter and quick learner, have critical logical thinking capability, be able to work with minimal guidance and should have

• University degree in Statistics, Economics, Computer Science or related discipline with 13+ years of relevant experience in Analytics. Masters degree preferred.
• Good Problem solving, Structured Thinking, Root Cause Identification skills along with ability to work in unstructured areaExcellent Stakeholder management skills
• Working experience in building and implementing Generative AI solutions
• Have good interpersonal and communication skill, coupled with proven experience working in a matrixed structure
• Relevant experience in transforming data sets and performing quantitative analysis using Python and PySpark
• Working experience on Deep learning and Machine Learning models
• Proven experience in taking a vision/concept to a structured approach, then to a solution and then implementing the solution to realize business value
• Experience in building high performance teams
• Knowledge of different optimization techniques and algorithm (eg. Queue theory based algorithm)
• Good presentation and Storyboarding skill
• Excellent Project Management Skills

Good to have Skill :

• Working experience in Banking and Financial Service domain
• Relevant experience in Operations Analytics
   

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Job Family Group:

Decision Management

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Job Family:

Specialized Analytics (Data Science/Computational Statistics)

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Time Type:

Full time

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