Call Center Operations Project Manager/Scrum Master

The Digital Tech Program Sr Analyst is a seasoned professional role. Applies in-depth disciplinary knowledge, contributing to the development of new techniques and the improvement of processes and work-flow for the area or function. Integrates subject matter and industry expertise within a defined area. Requires in-depth understanding of how areas collectively integrate within the sub-function as well as coordinate and contribute to the objectives of the function and overall business. Evaluates moderately complex and variable issues with substantial potential impact, where development of an approach/taking of an action involves weighing various alternatives and balancing potentially conflicting situations using multiple sources of information. Requires good analytical skills in order to filter, prioritize and validate potentially complex and dynamic material from multiple sources. Strong communication and diplomacy skills are required. Regularly assumes informal/formal leadership role within teams. Involved in coaching and training of new recruits Significant impact in terms of project size, geography, etc. by influencing decisions through advice, counsel and/or facilitating services to others in area of specialization. Work and performance of all teams in the area are directly affected by the performance of the individual.

Responsibilities:

• Accountable for the planning, organization, execution, and delivery of projects from inception to completion related to a known technology, product, or program.
• Proactively manage the end-to-end delivery of engineering work through the Global Digital engineering organization and all dependent organizations; reporting out progress, ensuring dependencies are covered, overseeing the gaps between teams, processes, and systems, while removing all blocking issues leading to a successful delivery.
• Work with 2-3 scrum teams and have the technical credibility to drive constructive discussions with the engineering teams you work with.
• May be embedded within the scrum teams or work may be cross-cutting across products, multiple scrum teams, and/or technologies.
• Occasionally need guidance from peers and/or your manager as the team’s operating procedures and technology are well defined.
• Take the time to fully learn the functionality, architecture, dependencies, and runtime properties of the systems involved with your projects. This includes the business requirements and associated use cases, Citi customer’s experience, Citi’s back office systems, the technical stack (application/service architecture), interfaces and associated data flows, dependent applications/services, runtime operations (i.e. trouble management/associated support strategies), and maintenance.
• Understand the business context and the associated customer use cases.
• Understand the team’s technologies and be able to evaluate system designs and architecture while participating in solution discussions.
• Drive clarity into technical implementation by driving design discussion with the team.
• Provide business context to engineers as required and competently represent the team’s systems to others both inside and outside Digital.
• Build and maintain integrated project schedules that account for internal/external dependencies, differing SDLC approaches, numerous constraints, and adequately factor in contingency for unplanned delays.
• Negotiate features and associated priority and help the team and their customers reach consensus.
• Collaborate with engineering managers to secure resources, scope efforts, set priorities and establish delivery milestones.
• Figure out the sequencing of the work so that engineering execution can be optimized.
• Identify blocking issues and manage their resolution.
• Ensure Control teams from Compliance, Legal, InfoSec participate in the application development and deployment efforts as required.
• Manage project communications, and may be the first point of contact for the team.
• Run effective meetings, recognize discordant views and take part in constructive dialog to resolve them.
• Verbal and written communication is clear and concise. Clearly articulate scope, timelines, dependencies, owners, actions, risks, and mitigations.
• Own project communications and ensure the right information about the status of a project is delivered to the right audience at the right time.
• Have good working relationships with engineers, manager, and peers.
• Improve team processes that accelerate delivery, drive innovation, lower costs, and improve quality.
• 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.

Qualifications:

• 5-8 years in a product development/product management environment
• Strong analytical and quantitative skills; Data driven and results-oriented
• Experience delivering with an agile methodology
• Experience in affecting large culture change
• Experience leading infrastructure programs
• Skilled at working with third party service providers
• Excellent written and oral communication skills

Education:

• Bachelor’s/University degree or equivalent experience

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Job Family Group:

Technology

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Job Family:

Digital Technical Program Management

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Time Type:

Full time

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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.

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