Citi MYS CTSM PG - Service Innovation Lead – Senior Business Analyst in George Town, Malaysia

  • Primary Location: Malaysia,Pulau Pinang,George Town

  • Education: Bachelor's Degree

  • Job Function: Product Management

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: Yes, 10 % of the Time

  • Job ID: 18008610



The Service Innovation Lead reports to the Global Service Innovation Architect within the Treasury & Trade Solutions (TTS) Client Operations group. The team is responsible for developing and executing against a multi-year strategic roadmap for investment of service-oriented tools including our service tracking, workflow management, and omni-channel support tools. The Service Innovation Lead will execute the roadmap as senior program manager for a subset of service innovation initiatives globally and work closely with partners across all regions from Client Operations, Technology, Product, Innovation Lab, and Clients to drive progress.

Dayto Day Responsibilities:

  • ·Identify innovativecapabilities (e.g., artificial intelligence, machine learning, natural languageprocessing) that enable the reduction of client inquiries and manual touchpoints; stay current with treasury and client operational industry trends andcorrelating new technology capabilities to provide sustainable solutions

  • ·Identifyinstitutional challenges and collaborate with partners on designingenterprise-wide solutions that benefit all clients

  • ·Translate complexvisions and asks from senior client contacts into strategic work streams thatcan be actively measured and monitored

  • ·Work in partnershipwith vendors, Technology, and Client Operations teams to prototype innovativesolutions

  • ·Identify andimplement key business drivers and opportunities in the organization that willincrease operating efficiency and lead to an improved client experience

  • ·Identify andcommunicate trends and recommendations back to regional teams based on clientfeedback

  • ·Support efforts tohelp drive high rates of client adoption; identify opportunities tocontinuously improve on capabilities based on key performance indicators

  • ·Coordinate reviews ofclient analysis and feedback with functional partners as necessary to ensurestrategy and roadmap continues to align with client expectations

  • ·Ensure client’s pointof view is understood and embedded into roadmap during all phases of theprogram delivery

  • ·Work closely withTechnology to ensure there is clear understanding of requirements, thatrequests are sized promptly, and that the system development meets the businessneeds and client needs




  • ·Understanding ofemerging technologies

  • ·Excellent written andoral communication and presentation skills

  • ·Project managementand system development lifecycle skills

  • ·Strong analyticalskills and attention to detail

  • ·Understanding ofcorporate cash management principle and treasury acumen

  • ·Well-developedworking knowledge of the TTS service business and the upstream and downstreaminfluences

  • ·Strong interpersonaland relationship-building skills

  • ·Education: Bachelor’sdegree or equivalent experience (MBA a plus)

  • ·7-10 years of banking