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SVP, Complaint Management Business Analyst Team Lead

Company: Citigroup
Location: Sioux Falls
Posted on: January 15, 2022

Job Description:

The Continuous Improvement Organization is responsible for driving customer experience improvements by focusing on insight and analysis that help identify drivers of customer dissatisfaction and transform the most important customer journeys across channels. - -The Complaint Management Business Analyst Team is responsible for analyzing customer complaints, identifying their root cause and managing governance programs to drive resolution of these issues. The Continuous Improvement Organization is seeking a talented individual with strengths in problem solving, strategic thinking, process discipline, communication and partnership for a high-impact, highly visible role of managing the Business Analyst Team, supporting the U.S. Retail Bank, Mortgage, Branded Cards and CRS (Retail Services) businesses.The Customer Experience Group Mgr is accountable for management of complex/critical/large professional disciplinary areas. Leads and directs a team of professionals. Requires a comprehensive understanding of multiple areas within a function and how they interact in order to achieve the objectives of the function. Applies in-depth understanding of the business impact of technical contributions. Strong commercial awareness is a necessity. Generally accountable for delivery of a full range of services to one or more businesses/ geographic regions. Excellent communication skills required in order to negotiate internally, often at a senior level. Some external communication may be necessary. Accountable for the end results of an area. Exercises control over resources, policy formulation and planning. Primarily affects a sub-function. Involved in short- to medium-term planning of actions and resources for own area. Full management responsibility of a team or multiple teams, including management of people, budget and planning, to include performance evaluation, compensation, hiring, disciplinary actions and terminations and budget approval.Responsibilities:This position will oversee a team of Business Analysts who are responsible for identifying, evaluating, surfacing and prioritizing Pain Points for solutioning to improve the client experience for the U.S. Retail Bank, Mortgage, Branded Cards and CRS (Retail Services). The incumbent will ensure that both quantitative and qualitative analysis of customer complaints is performed and that findings are synthesized into coherent narratives, turning data into stories that identify pain points to drive improvements that can reduce customer complaints and improve overall client experience as well as identifying areas of emerging risk that the business needs to address. -Oversee the analysis of customer complaint data, ensuring that we properly identify risks (e.g., regulatory, fairness) and opportunities for customer experience improvements to help reduce overall complaint volumes in identified pain pointsEnsure that pain points are properly prioritized based qualitative and quantitative root cause analysis, so that the solutioning will result in a material reduction in complaints per million accountsBuild a strong network and partnership with domain owners to assist with the root cause analysis and assessment of pain points and for support as solutions are determined and implementedEnsure a close partnership with the ERU and Case Review team leads to help calibrate and guide on opportunities from improved quality, accuracy and support of additional analysis needs. - Foster a tight partnership between the teams, including creating a process to recognize the pain point identification that results in solutions implementedSupport the Business Opportunity Council (BOC) Coordinators for management of identified Client Pain Points, ensuring that items that are owned by Business Analysts are properly documented and stay within SLAPartner with 3rd party management team, overseeing the complaint analysis for Cenlar related complaintsFacilitate and maintain key relationships with groups such as business stakeholders, functional/department SME's, Complaint/Concern owners etc. in order to help identify solution to complaint root cause drivers and manage towards implementation of these solutionsDrives efforts to dramatically improve our customers' experiences and to close the gap to our competitors, and to embed a customer excellence into the organization.Interacts at high levels and builds trusted partnerships across lines of business.Actively manage a team of analysts through all elements of the employee life cycleAppropriately 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards.Qualifications/Skills: 10+ years of experience working in consumer banking client segments, product, strategy planning.Ability to manage a team of Business Analysts, guiding the team on root cause analysis and driving for escalation of issues while keeping items within SLAStrong problem solving and analytical skills - both quantitative and qualitative; drives to root cause resolution of customer issues based on analytical disciplineExperience transforming data into meaningful information that provides direction, recommendations and insightsOut-of-the box thinker to help guide the organization on opportunities to change processes, procedures and technology to address root cause issues identifiedStrong working knowledge of U.S. Retail Bank, Mortgage, Branded Cards and CRS (Retail Services) processes and systems, as well as regulations and compliance requirements; ability to identify impacts and guide teams as they work through issues related to technology, sales, processes and proceduresProven ability to partner with others to develop solutions to risks and issues - - can integrate perspectives of multiple stakeholders and align solutions across the franchiseStrong influence and presentation skills - need to be able to tell a compelling story to ensure buy-in from stakeholders who may have other prioritiesExperience in managing multiple projects in a fast-paced environmentRelentless intellectual curiosity and passion for our customers and their experiencesEducation:Bachelor's/University degree, Master's degree preferredSix Sigma/LEAN certification a plusAdditional Info:On a day to day basis, the Business Analyst Team Lead will be guiding a team of Business Analysts who are managing multiple intake queues of identified client pain points. The team balances the management of newly identified pain points that have to be vetted, the root cause analysis and assessment of items that are determined to be a client issue and partnering with functional owners in the business to prioritize solutions to solve for the pain points. The role requires someone who is passionate about improving the client experience and partnering with different teams in the organization to ensure that we can start to solution for the issue. The group is team-oriented with strong partnerships between the group of Business Analysts as well as with partners in the ERU (Executive Response Unit) and CCIU (Case Review Teams).This is an opportunity to help drive the strategy and approach as the Customer Experience / Service Excellence team is expanding and aligning for all Lines of Business.-------------------------------------------------Job Family Group: Marketing-------------------------------------------------Job Family:Customer Experience------------------------------------------------------Time Type:Full time------------------------------------------------------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.Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi.View the "EEO is the Law" poster. View the EEO is the Law Supplement.View the EEO Policy Statement.View the Pay Transparency Posting-----------------------------Effective November 1, 2021, Citi requires that all successful applicants for positions located in the United States or Puerto Rico be fully vaccinated against COVID-19 as a condition of employment and provide proof of such vaccination prior to commencement of employment.

Keywords: Citigroup, Sioux Falls , SVP, Complaint Management Business Analyst Team Lead, Professions , Sioux Falls, South Dakota

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