Lead Business Analyst - Ops Analytics

Overview

Lead the business analysis of operations analytics within Citi Personal Banking Operations, using data to improve operational strategy, efficiency, cost and customer experience across customer service, core operations, credit operations, collections and recoveries.

What you'll do

• Gather operational data from cross-functional stakeholders to examine past business performance.
• Identify data patterns and trends and provide insights to improve business decision-making in business planning, process improvement and solution assessment.
• Recommend actions for future developments, strategic business opportunities and enhancements to operational policies.
• Perform 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 findings clearly to business partners and senior leaders.
• Continuously improve processes and strategies by exploring and evaluating new data sources, tools and capabilities.
• Work closely with internal and onshore business partners in building, implementing, tracking and improving decision strategies.
• Bring thought leadership to team project discussions and act as subject matter expert for business and team members.
• Mentor junior team members and provide day-to-day guidance.
• Appropriately assess risk in business decisions, safeguarding Citigroup, its clients and assets, driving compliance with applicable laws, rules and regulations, and escalating and reporting control issues with transparency.

What you'll need

• Experience: 4 years with a Master's degree, or 6+ years with a Bachelor's degree, plus experience in the relevant domain.
• Proven experience providing end-to-end analytics solutions, building storylines, analysis output presentations and data management.
• Expertise in analytical problem formulation, statistical analysis, data mining and analysis, process mapping and process re-engineering.
• Experience with automation tools (e.g., SAS, PySpark) and programming languages (e.g., Python, SQL) to develop and implement analytics solutions for operational processes.
• Strong coding expertise in SQL, PySpark, Python and SAS.
• Exposure to leveraging tools for data extraction, manipulation and analysis, including SQL, SAS, Python, PySpark, MS Excel, Tableau and other BI tools.
• 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.
• Strong analytical and problem-solving skills to address operational challenges.
• Hands-on exposure building gen AI solutions to improve operational productivity, such as automating operations processes, document summarization and performance management solutions.

Nice to have

• Experience with data visualization tools such as Tableau.
• Knowledge of financial services operations, regulatory requirements (e.g., contact centers, collections, core banking, KYC, AML) and industry best practices.
• Good understanding of the banking domain, banking products and banking operations.

Details

• Location: Gurugram, Haryana, India.
• Employment type: Full time.