Mis & Analytics Officer

3 days ago

Singapore Citi Full time

The Service Analyst is responsible for performing data collection, research and workflow analysis of departmental systems, workforce, client experience and procedures in coordination with the customer service function. Duties would also include accurate reporting, analysis, present and management of initiatives to bring about operational effectiveness.

**Responsibilities**:
Plan, coordinate and execute analytics projects that are relevant to units within Client Contact Centre; projects may relate to data, management reporting, productivity or performance tracking
Perform financial, statistical, and operational studies to recognize and understand trends opportunities and assist initiatives and accuracy of ongoing reporting needs of the Customer Service function
Review, assess and evaluate processes/risks and feasibility analysis for process changes to ensure relevant controls are in place.
Drive positive client experience scores by using data analytics and analysis of the client’s responses to identify client needs and strive to deliver personalized and relevant products and services to our clients
Assist with the preparation of written and verbal reports for senior management on compliance program status, issues, trends and concerns
Collaborate with different stakeholders and other functional teams, including Technology, Controls and Compliance across multiple locations to produce adhoc, daily, weekly and monthly reporting
Developing accurate and timely reporting in Business Objects for automation and streamline of processes.
Creating sophisticated models to be able to predict performance and seeking most efficient models.
Modeling solutions using MIS to be able to show how deeper efficiencies and customer service improvements can be obtained
Support Contact Centre BCP/BRP (Business Continuity Plan / Business Recovery Plan) - Contact Centre BRC (Business Recovery Coordinator)

**Skill Requirements and Qualifications**:
**Key Skills required**:
Good data management, analytical and presentations skills
Fast learner with keen eye for details and determination to follow up till exceptions resolved.
Effective verbal and written communication skills
Time management skills and the ability to simultaneously work on multiple deliverables
Ability to thrive in a team-oriented, fast-paced environment
Self-driven and can work under minimum supervision.

**Knowledge**:
Advance Microsoft office (EXCEL, Word, PowerPoint, and Visual Basics), SAS & SQL
Strong knowledge on Data analytics and business process redesign
Preferred knowledge of contact center industry operations and key metrics
Degree or Diploma Holder or min 2 years equivalent experience

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.
May require to work late hours or weekends during major system cutover period
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- **Job Family Group**: Customer Service
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- **Job Family**: Service
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- **Time Type**: Full time
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- 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.

View the " EEO is the Law " poster. View the EEO is the Law Supplement.
View the EEO Policy Statement.
View the Pay Transparency Posting

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