Senior Business Analyst, Citi

Citi

Location:
India, Bengaluru

Category:
Finance

Contract Type:
Not provided

Salary:

Not provided

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Job Description:

The Operations Analytics team uses data analysis to improve efficiency, reduce costs, and enhance customer experience across the front and back office. They focus on optimizing contact center performance, automating processes, resolving customer issues, and supporting KYC operations. Projects include enhancing First Contact Resolution, improving complaint and sentiment analysis, streamlining card issuance and return mail processes, and optimizing capacity planning and staffing. They leverage tools like NLP and AI to reduce complaints and identify agent coaching opportunities. Their goal is to drive data-driven decision-making for operational improvements.

Job Responsibility:

Gathers operational data from various cross functional stakeholders to examine past business performance
Identifies data patterns & trends, and provides insights to enhance business decision making capability in business planning, process improvement, solution assessment etc.
Recommends actions for future developments & strategic business opportunities, as well as enhancements to operational policies
May be involved in exploratory data analysis, confirmatory data analysis and/or qualitative analysis
Translate data into consumer or customer behavioral insights to drive targeting and segmentation strategies, and communicate clearly and effectively to business partners and senior leaders all findings
Continuously improve processes and strategies by exploring and evaluating new data sources, tools, and capabilities
Work closely with internal and external business partners in building, implementing, tracking and improving decision strategies
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

Requirements:

Expertise in statistical analysis, data mining, process mapping, and process re-engineering (Lean, Six Sigma)
Proficiency in using data visualization tools (e.g., Tableau, QlikView)
Experience with automation tools (e.g., SAS, PySpark) and programming languages (e.g., Python, SQL)
Strong understanding of business operations and financial metrics
Ability to translate data insights into actionable recommendations and communicate effectively with stakeholders
Demonstrated ability to analyze customer feedback (complaints, sentiment), identify pain points, and develop solutions to improve customer experience
Knowledge of financial services operations, regulatory requirements (e.g., KYC, AML), and industry best practices

What we offer:

We bring the best to our people. We put our employees first and provide the best-in-class benefits they need to be well, live well and save well

Additional Information:

Job Posted:
June 17, 2025

Employment Type:

Fulltime

Work Type:

Hybrid work

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Senior Business Analyst