The Service Lead Analyst is a senior professional role responsible for resolving complex problems and performing in-depth evaluations of processes, procedures, and standards in coordination with the Customer Service Function. The overall objective is to develop and prepare reports related to cross functional projects within the business.

Responsibilities:

• Resolve complex and variable issues that have significant impact on function and integrate subject matter and industry expertise to provide detailed analysis of issues
• Plan and execute staffing of resources in conjunction with assisting in budget management
• Coordinate and contribute to the objectives of the entire Customer Service function
• Provide evaluative judgment based on analysis of factual information in complicated and unique situations
• Ensure essential procedures are followed and contribute to defining standards
• Apply an in-depth knowledge of how business teams interact with others in accomplishing assigned goals
• Apply comprehensive knowledge of how own service area contributes to achieving overall business goals
• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

Qualifications:

• 6-10 years of relevant experience
• Previous customer service experience preferred
• Effective verbal and written communication and negotiation skills
• Influencing and relationship management skills
• Demonstrated ability to remain unbiased in a diverse working environment

Education:

• Bachelor's/University degree, Master's degree preferred

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

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Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - TW

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Time Type :Full time

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Citi is an equal opportunity and affirmative action employer.
Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.

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