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Job Overview : Responsibilities :

- Coordinates and disseminates information of process, policy and procedure changes and ensuring the successful completion of projects managed.
- Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues.
- Ensures creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log.
- Ensures resources are assigned to project & monitor commitment.
- Ensures change control is executed throughout project.
- Identifies, documents, and understands project dependencies.
- Identifies key stakeholders who participate in project scope definition.
- Tracks actual project costs, identify variances, and reforecast project costs as needed.
- Measures project management performance against standards.
- Ensures appropriate project staffing levels.
- Establishes project communication needs and create project communication plan.
- Creates the project risk management plan. Work with procurement team to create, administer, track, and eventually close project contracts.
- Facilitates the transition of systems, product & process development to minimize adverse operations impact by ensuring that the business is informed and always aware of the status of process improvements, procedure & systems enhancements and corrective actions for risk issues, identified for the business.




- Participates in the delivery of internal communications enabling the business officers to effectively service clients.
- Acts as a point of contact and liaison between department and required business areas for the implementation of activities to ensure accurate communication to clients.
- Manages and coordinates the business, Citibank and Regional projects with focus on Development and Change Management.
- Manages on a daily basis the investigation of a product, policy and procedure queries raised by team members.
- Liaises with key stakeholders to implement new procedures or clarify any misinterpretation as required.
- Regularly undertakes a review of processes, policies and procedures to identify process gaps and recommend process updates/ policy & procedure revisions associated with Project Management and Business Compliance.
- Provides feedback to Project Management leadership regarding risk issues/business cases raised by specific business units
- Collates communication items, investigate issues and ensure relevant communications are created in a timely clear and accurate manner.
- Drafts and communicates any staff briefs, including system changes.
- Monitors & communicates on Service Level Agreements of other departments that affect the service delivery within a project.
- Conducts ongoing research on effective mediums and tools to improve the communications.
- Has the ability to operate with a limited level of direct supervision.




- Can exercise independence of judgement and autonomy.
- Acts as SME to senior stakeholders and /or other team members.

Qualifications :

- 5-8 years of experience
- Demonstrate strong business knowledge including the understanding of core businesses, supporting processes and operations.
- Working knowledge of call center Technologies including systems, technologies and system work practices.
- Knowledge of HR policies and procedures.
- Knowledge of Call Center industry.
- Previous customer service management experience within a call center setting.
- Tertiary qualifications desirable.
- Outstanding problem-solver, Should demonstrate a commitment to quality and attention to detail

Education :

- Bachelor’s/University degree or equivalent experience
- Contribute to strategic initiatives related to business growth, clients, and coverage, including the development of core business frameworks and governance structures across the Banking franchise
- Foundational level of knowledge in Program Management
- Ability to work with and manage stakeholders across functions and teams at various levels of the organization to help define enhancements and defining solutions | path to remediation
- Highly organized with strong attention to detail and the ability to manage multiple workstreams simultaneously in a rapid-paced environment
- Proactive, self-motivated, and able to take ownership of work Job Family Group :Project and Program Management
- Job Family : Project Management
- Time Type : Full time
- Most Relevant Skills :Please see the requirements listed above.
- Other Relevant Skills :For complementary skills, please see above and/or contact the recruiter.

📌 Banking - Igs: Bap Project Management: Assistant Vice President (Mumbai)
🏢 Citi
📍 Mumbai