• Competitive
  • Sydney, New South Wales, Australia
  • Permanent, Full time
  • Citi Australia
  • 2019-04-20

Change Manager

Change Manager

  • Primary Location: Australia,New South Wales,Sydney
  • Education: High School Diploma/GED
  • Job Function: Operations
  • Schedule: Full-time
  • Shift: Day Job
  • Employee Status: Regular
  • Travel Time: No
  • Job ID: 19004011


Citibank's inbound customer service, CitiPhone, operates across three sites: Sydney, Manila, and Mumbai. The CitiPhone Change Management team supports all three locations.
The CitiPhone Change Management Team supports the CitiPhone Relationship Management and will take responsibility for managing and implementing all change activities which impact CitiPhone, including:
  • Managing and responding to all Activity Briefs, Communication activities that impact Citiphone across Australia Consumer Bank
  • Ensuring that deliverable timeframes are met for business projects and change activities
  • Ensuring call centre operational KPI's are met
  • Managing all communications across Mumbai, Sydney and Manila Call Centers, including but not limited to business incidents, marketing activities, ad hoc process changes
  • Acting as the primary contact for all business into CitiPhone
  • Ensuring accurate and timely reporting on Change Management Activities that impact Citiphone to relevant business stakeholders
  • Leading a team of Change Analysts.
The Responsibilities
  • Effectively lead and coordinate the CitiPhone Change Team, both onshore and offshore in CBPS
  • Manage all change activities in a manner which will only increase customer satisfaction
  • Responsible for ensuring that stakeholders are informed and updated through regular reporting on progress of initiatives during implementation lifecycle
  • Build effective relationships with Business Stakeholders, O&T Teams, Technology Teams (TI, Voice, Regional and in country Technology) and other CitiPhone Teams across all sites
  • Provide relevant information, which allows the delivery of standard and ad-hoc reporting to Business groups
  • Track, monitor and deliver to benefit realization of change activities.
  • Co-ordination of CitiPhone resources to ensure success of business initiatives and marketing activities
  • Perform documentation disciplines around SLAs and requirements in particular around activity briefs, campaigns and projects
  • Update and manage the integrity of the Activity Pipeline report, ensuring it clearly reflects the timeframes and level of change for CitiPhone
  • Engage all parties involved and provide direction on changes to processes resulting from new business initiatives, regulatory or compliance requirements, to ensure successful implementation
  • Work closely with business groups to deliver on business requirements in relation to activities for CitiPhone
  • Manage competing requirements from all Australia businesses to be able to effectively priorities activities
  • Understand how to manage business requirements to minimize unplanned activities and call volumes, which can influence customer satisfaction


Key Skills

  • Have the ability to manage clients expectations
  • Effective prioritization skills involving multiple key stakeholders
  • Knowledge of Project Management
  • Ability to manage and track deliverables from a number of stakeholders and escalate when required
  • Excellent oral & written communication skills
  • A customer satisfaction care and passion
  • Have the ability to push back and create alternate solutions
  • People management

  • Five Years Team Leader or Project Management experience
  • Thorough understanding of Australia CitiBank products
  • Experience of Operations and or Business operations
  • Relevant tertiary qualifications
  • Ability to proactively engage with key stakeholders to identify information required to perform in the role
  • Ability to work in a fast paced changing environment with multiple tasks
  • Attention to detail and the ability to prioritise work to ensure delivery to deadlines
When you work at Citi, you will be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and use the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi Australia is an Employer of Choice for Women and supports a flexible work environment.

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