C

Citi

Runs banking and payments for global clients

Operational Support Lead Analyst

Business OperationsConfirmed live in the last 24 hours
Full-timeHybrid

About the Job

Requirements

  • Six to ten or more years of progressive experience in Workforce Management, long-term capacity planning, strategic workforce planning, or operational analytics within large-scale, complex multi-site operations or a global financial services environment; forecasting and planning experience is preferred.
  • Deep knowledge of contact center and back-office capacity-planning mathematics, including Erlang C formulas, multi-skill routing, concurrency modeling, shrinkage netting, and throughput calculations.
  • Experience managing captive insourced teams and third-party outsourced vendor models, including translating ACD billable hours to loaded FTE.
  • Advanced proficiency with enterprise workforce management systems, including NICE WFM, Verint/Aspect WFM, GMT Planet, and capacity-planning engines such as PAW or equivalent.
  • Expert-level Microsoft Excel skills, including advanced modeling, dynamic arrays, and VBA/macros; proficiency with business intelligence and query tools such as Tableau/GWFO Edge, SQL, Python, or NDE data extraction.
  • Experience with structured knowledge repositories and process-mapping tools such as How2, Microsoft Visio, and Confluence.
  • Ability to present complex quantitative models clearly to senior leadership, including Managing Directors, Functional Heads, and Finance Directors.
  • Ability to work independently, exercise sound judgment under ambiguity, and manage competing operational priorities.
  • Strong understanding of operational risk, internal controls, model governance, and formal management attestation frameworks.
  • A bachelor's or university degree in Operations Research, Industrial Engineering, Statistics, Mathematics, Data Analytics, Finance, Business Administration, or an equivalent quantitative field.

Responsibilities

  • Build and maintain rolling monthly capacity models across business lines, incorporating growth, digital deflection, product launches, and regulatory changes.
  • Convert business volume forecasts and budget targets into detailed full-time-equivalent requirements and hiring and training schedules for the annual financial plan.
  • Translate incoming volume and inventory into productive hours and required headcount using average handle time, throughput rates, and target occupancy.
  • Track paid leave, unplanned absences, and off-queue activities such as training and coaching to establish gross-to-net staffing multipliers.
  • Lead monthly and quarterly planning cycles in PAW, including data ingestion, actualization, headcount reconciliation, and driver updates.
  • Review historical performance monthly to validate Desktop Analytics data, analyze volume, average handle time, and shrinkage forecast variances, and lock baselines.
  • Model resource allocation between internal capability centers such as CSIPL and external vendors, aligning vendor hours with captive full-time equivalents.
  • Account for learning curves, nesting efficiency, and attrition lead times in planning models.
  • Present capacity models to Operations Leadership, Managing Directors, and Finance to obtain formal approvals.
  • Run scenario simulations to assess the operational impact of policy updates, channel shifts, process changes, and site consolidations.
  • Partner with Analytics and Information Management teams to evaluate forecasting baselines, including machine-learning and time-series models, and integrate new data pipelines.
  • Coordinate long-term staffing requirements with Scheduling, the Real-Time Command Center, Talent Acquisition, and Finance.
  • Use and enhance planning systems, including PAW, NICE WFM, Verint/Aspect, GWFO Edge (Tableau), and Python/SQL routines.
  • Maintain Desktop Procedures and control documentation to support audit readiness and operational consistency.
  • Serve as the planning subject-matter expert for next-generation workforce platforms such as OMAI/Headcount.AI, contributing to business requirements, user acceptance testing, and rollout.
  • Ensure models, assumptions, and data sources comply with internal Risk, Compliance, and Model Risk Management standards.
  • Maintain records of quarterly approvals, meeting minutes, and driver modifications in designated control repositories.
  • Identify and escalate capacity bottlenecks, single points of failure, and control gaps.

Desired Qualifications

  • A master's degree, MBA, or MS in Analytics, Engineering, or Finance is highly preferred.
  • Forecasting and planning experience is preferred.

About the Company

Citi

Runs banking and payments for global clients

Citi runs banking, investment and payment services for companies, governments and individuals around the world. Its global network connects institutions with local banking systems, while its US consumer business sells credit cards and deposit accounts. Corporate clients use Citi to manage cash, finance trade and raise capital, and investors use its trading, custody and wealth services to hold and manage assets. The bank earns interest on loans and fees from payments, securities transactions, financial advice and account services. Citi traces its banking roots to 1812; the Citigroup holding company was formed in 1998, and its headquarters are in New York City.

Company size
10,001+
Company stage
IPO
Headquarters
New York City, New York
Founded
1812

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