Senior Business Process Strategist

hace 17 horas

San Francisco, Heredia, Costa Rica Citi A tiempo completo

Business & Travel Shared Services (BTSS) delivers ten core services for Citi across 80 countries and with over 2,000 resources, impacting nearly every Citi employee.

Our services encompass Mail & Distribution, Managed Print Devices, Archiving, Marketing, Global Travel, Corporate Credit Card, Fleet, Ground Transportation, Transaction Print along with a host of other services that we provide on behalf of our business partners.

The Senior Business Process Strategist will be responsible for onboarding, transitioning, and managing an end-to-end global business process portfolio within Business and Travel Shared Services.

This person will serve as a single point of contact for key initiatives and provide oversight to ensure successful process governance, service inventory, and workload allocations.

They will be responsible for document governance, project management, and capacity analysis.

This role will accomplish results through project management, stakeholder management, organization, and communication.

The Senior Business Process Strategist will be joining a team focused on process improvement and standardization while constantly striving towards increasing customer experiences.

The person is expected to have developed communication and diplomacy skills to guide, influence and convince others, as well as manage multiple, complex projects across several regions.

It is expected this role would work extensively with partners in the Asia Pacific region and require an adjusted schedule to accommodate.

Responsibilities:

  • Act as single point of contact for all process onboarding, transitioning, and management services
  • To lead, develop and maintain an end-to-end global business process portfolio that delivers the agreed scope of the projects to time, budget and quality criteria and at the same time coordinate and involve all participants, as well as resource Planning and financial oversight (including staff and work effort budgets).
  • Partner with key stakeholders to lead the reviews of the strategic Book of Work centralization / Migration work effort portfolio, share KPIs metrics across for projects and centralization operations performance.
  • Lead and coordinate the design of the work effort process architecture, including holistic process inventory with different levels granularity covering multiple teams and processes across the BTSS organization.
  • Identify, priorities and proactively manage risks, exceptions and issues related to the migration and centralization efforts.
  • Own programs focused on standardization of business process and workload
  • Perform workload analysis and use insights to plan and implement projects
  • Planning and overseeing the onboarding of new process into book of work including documentation, capacity analysis, resources configurations, workload transition, and training
  • Lead and manage the day-to-day activities associated with a specific process improvement/reengineering effort.
  • Responsible for the tactical execution of medium sized projects, or phases of larger reengineering efforts.
  • Measure program and project success using key KPIs and communicate progress to senior leaders
  • Provide timely and regular communication, and overall project reporting within team, business partners, business leadership and reengineering leadership.
  • Partner with product business management to establish project priorities and assist in the successful delivery of their projects as needed.
  • Facilitate large end to end, cross functional, process review sessions to understand current state and build future state.
  • Performs other duties and functions as assigned.

Qualifications:

  • Advanced English level
  • Minimum 6-10 years of experience related to process and/or project management experience.
  • Lean, Six Sigma or another formal training in reengineering or process improvement.
  • Proficient in Microsoft Office.
  • Ability to solve problems creatively
  • Experience with workload migrations
  • Excellent analytical and communication skills
  • Ability to work with global partners across the organization
  • Proven ability to complete complex projects according to agreed upon scope and timeline

Education:

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

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