Citi MYS CTSM KL - Capacity Planning Analyst in Malaysia

  • Primary Location: Malaysia,Wilayah Persekutuan,Kuala Lumpur

  • Education: Bachelor's Degree

  • Job Function: Operations

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 17038622


Role Purpose:

  • Analyse the Productivity and Workforce Capacity to support management reviews, decision making and/or mitigating actions required for ensuring SLA commitments and Financial Plans are met

  • Analyse workload to workforce ratios to assist the management team with Financial Planning

  • Analyse and prepare workforce productivity and Capacity Analysis summaries for Monthly reviews Managerial and Management levels

  • Conduct Analysis of Actuals vs Targets on workforce Metrics to identify potential Risk or Opportunities

Role Context:

One of the functions of the Regional Business Office is to ensure Anti-Money Laundering (AML) Monitoring and Investigation conducts Financial reviews and adheres to deadlines for financial reporting.

Regional Business Office supports financial reviews by ensuring the numbers on AML M&I workforce and financials, including Investment and Tasks are reviewed for variance to Plan.

Partnering with M&I Department heads, the Business Planning Team focus is to ensuring an effective capacity plan and an optimised workforce which demonstrates appropriate productivity levels for quality and cost effectiveness.

Key Responsibilities:

  • Monitor case workloads weekly for unusual trends and review Monthly Productivity reports and summarise to ensure variances are within the tolerances of BAU operations

  • Monitor actual FTE availability and utilisation against Capacity Plan monthly and perform variance analysis to identify any potential issues or concerns

  • Highlight and escalate significant capacity excess or gaps or increasing/decreasing workload as a potential Risk to SLA or Opportunities for workload distribution to the Operations Managers

  • Evaluate impact of any issues identified Work with the Business Planning Manager and Metrics Team to quantify any Financial Risk and/or Opportunities as it relates to Investment spending, Productivity saves or Capacity Planning

  • Facilitate Monthly Capacity Planning Reviews with the Regional Hub Head and Country Hub heads and summarize the outcome to the Global and Regional Management team

  • Monitor for potential variances and perform monthly forecasting of case workload and capacity in the Region which could impact the Regional SLA or Financial Plan

  • Monitor timeliness of the projects and other initiatives to evaluate impact of any delays to case workload and capacity planning and manage for improvements in managing AML risk, productivity or reduction of workload

  • Communicate and publish to Regional and Country Stakeholders on matters related to the workload or capacity

  • Clearly communicate and escalate any material variances identified during the day-to-day performance of the job duties to the Department Head and follow through on any remediation actions necessary to address errors and/or the Stakeholder concerns

  • Evaluate impact of any issues identified and take the necessary actions to identify, rectify and mitigate any risk to Plan

Development Value:

  • Opportunity to develop capacity planning skills as there is constant analysis of FTE, Expenses against performance lead indicators

  • Develop cross cultural stakeholder perspective of how FTE and Financials drive the business in different geographical locations



  • Minimum 5 years working experience in an operations support area

  • Experience in a Business Planning role is preferred


  • Familiar with Microsoft office Tools such as Excel, Power Point, Word etc.

  • Excellent Analytical ability with conceptual understanding of how Workload Distribution, Productivity, Capacity Planning and SLA work in tandem for Efficiency


  • A Degree Holder, preferably in Finance, Business Management, Statistics, Mathematics or an equivalent qualification


  • Able to work with minimal supervision, good numerical and analytical skills and is conscientious of deadlines

  • Exemplifies transparency in behavior and consistently prioritizes organization goals