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Citigroup Project and Program Management in Ciudad De Mexico, Mexico

The Project Senior 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.


  • Coordinates and disseminates information of process, policy and procedure changes and ensuring the successful completion of projects managed.

  • Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues.

  • Ensures creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log.

  • Ensures resources are assigned to project & monitor commitment.

  • Ensures change control is executed throughout project.

  • Identifies, documents, and understands project dependencies.

  • Identifies key stakeholders who participate in project scope definition.

  • Tracks actual project costs, identify variances, and reforecast project costs as needed.

  • Measures project management performance against standards.

  • Ensures appropriate project staffing levels.

  • Establishes project communication needs and create project communication plan.

  • Creates the project risk management plan. Work with procurement team to create, administer, track, and eventually close project contracts.

  • Facilitates the transition of systems, product & process development to minimize adverse operations impact by ensuring that the business is informed and always aware of the status of process improvements, procedure & systems enhancements and corrective actions for risk issues, identified for the business.

  • Participates in the delivery of internal communications enabling the business officers to effectively service clients.

  • Acts as a point of contact and liaison between department and required business areas for the implementation of activities to ensure accurate communication to clients.

  • Manages and coordinates the business, Citibank and Regional projects with focus on Development and Change Management.

  • Manages on a daily basis the investigation of a product, policy and procedure queries raised by team members.

  • Liaises with key stakeholders to implement new procedures or clarify any misinterpretation as required.

  • Regularly undertakes a review of processes, policies and procedures to identify process gaps and recommend process updates/ policy & procedure revisions associated with Project Management and Business Compliance.

  • Provides feedback to Project Management leadership regarding risk issues/business cases raised by specific business units

  • Collates communication items, investigate issues and ensure relevant communications are created in a timely clear and accurate manner.

  • Drafts and communicates any staff briefs, including system changes.

  • Monitors & communicates on Service Level Agreements of other departments that affect the service delivery within a project.

  • Conducts ongoing research on effective mediums and tools to improve the communications.

  • Has the ability to operate with a limited level of direct supervision.

  • Can exercise independence of judgement and autonomy.

  • Acts as SME to senior stakeholders and /or other team members.

  • 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.


  • 5-8 years of experience

  • Demonstrate strong business knowledge including the understanding of core businesses, supporting processes and operations.

  • Working knowledge of call center Technologies including systems, technologies and system work practices.

  • Knowledge of HR policies and procedures.

  • Knowledge of Call Center industry.

  • Previous customer service management experience within a call center setting.

  • Tertiary qualifications desirable.

  • Outstanding problem-solver, Should demonstrate a commitment to quality and attention to detail


  • Bachelor’s/University degree or equivalent experience

Job Background/Context:

HR Shared Services (HRSS) provides Talent Acquisition, Employee Lifecycle, Data Services, Total Rewards, and Stakeholder Services to employees across the globe. Our mission at HRSS is to develop a world-class global HR infrastructure that provides services, processes, and tools to enable businesses to manage their employees while assisting in the management of cost, risk, growth, and quality. In partnership with HR, HRSS strives to provide excellent customer service through its product offerings to employees and managers while focusing on process re-engineering and initiatives to enhance the Shared Services function within Citi.

This role is expected to manage various products verticals and projects, and will involve business/internal negotiations, stakeholder management, continuous improvement/reengineering opportunity identification, systems enhancements, and strategy execution, including ownership/coverage of work migrations parallel run and operations handover/stabilization for transition-related initiatives. The role will develop strong business cases with cost/benefit analysis for projects, and manage all of its phases from initiation, planning, execution, implementation and closure. The role is expected to work and develop relationships with multiple stakeholders and functional teams at the same time. Financial analysis and productivity saves management will be critical for this role.

Job Purpose:

The Project Manager’s primary role is to provide project/program governance, process improvement infrastructure, and overall work stream oversight to any product or process initiative/project leading to increased productivity and/or raising overall quality and effectiveness of the organization. This role provides functional project management expertise and deep working knowledge of applied reengineering methodologies, working cohesively with a multitude of senior sponsors, business counterparts, process stakeholders and subject matter experts.

This role reports directly to the NAM Strategy & Reengineering Lead and is accountable for delivering programs/projects in relation to focus areas in Reengineering such as migrations, transformation, business process automation, productivity management, and continuous improvement.

Key Overall Responsibilities:

  • Serve as a Senior Program and Project Manager for initiatives that may be local, regional, cross-regional, or global in nature.

  • Execute Program and/or Project Management of the agreed Book of Work for HRSS, including but not limited to: HR Migrations, Location Strategy Transitions, Vendor Migrations, Global Payroll and Reengineering initiatives (LEAN, Smart Automation, etc). Programs/Projects to be handled are expected to be mostly high in complexity and visibility, spanning various HR/HRSS pillars, and involving different stakeholder groups (likely including senior management.)

  • Manage projects and initiatives in alignment with the defined framework and methodology (including Program/Project Governance and Intake).

  • Ensure successful project completion through utilization of appropriate project management techniques as aligned with PMO standards and framework. Adherence to CPMC & PMO standards, and compliance with PTS-W/LPMT requirements are expected as well.

  • Manage project team resources, ensuring appropriate allocation to initiatives and engaging with key stakeholders to align on approach and priorities.

  • Monitor, escalate and remediate any risks associated with projects and ensure that preventive actions are installed in order to decrease the probability of future recurrence.

  • Promote a Lean culture across HRSS and lead various reengineering and process improvement activities, making sure that all project objectives and goals are harmonized towards overall HRSS and Product Pillar goals and objectives.

  • Assist the Global S&R Leads in formulating and driving strategy for each of the product pillars, including working closely with in-region and global resources and stakeholders for data gathering, analysis, and discovery.

  • Work with the Global S&R Leads in the overall development of junior team members through performance feedback, coaching, and hands-on exposure.

  • Track, drive, and manage performance of specific product pillars vs. established productivity targets, mitigating risks along the way and collaborating with global and regional stakeholders in identifying, generating, and executing actions towards short-term and long-term goals.

  • Support financial targets for the HRSS organization by ensuring that key programs and projects are delivered on time and with sustainable benefits for the organization, which may require partnering closely with product leads and BP&A analysts, as well as regional and global counterparts.

Note: Additional responsibilities or changes to existing responsibilities may occur depending on business and organizational changes.

Continuous Improvement/Reengineering Expectations:

  • Think Lean. Able to demonstrate and implement the key concepts of Lean in a service-oriented setting particularly presenting various opportunities to eliminate waste and streamline processes.

  • Provide value added services with stakeholders and product/process owners through consultative engagement which will entail both the high-level end to end view and the detailed operational steps in order to design the right solutions.

  • Partner with project managers in providing a comprehensive Reengineering plan during migration using the fix and shift model and agree on how to manage the change seamlessly.

  • Utilize appropriate technical know-how to evaluate practicality in incorporating technology solutions to future state processes.

  • Manage the execution of business process automation activities to lessen cycle time and decrease if not eliminate manual, repetitive work.

  • Measure and analyze the overall contribution and benefit of a particular Reengineering work which has direct impact to customer experience and business operations.

  • Adopt industry best practices to projects and see how these best fit to the organization.


  • Motivational fit – willingness to work in a shared services team that is regional and global in nature

  • Preferably minimum of 4-8 years project management and business process improvement work experience with proven track record in achieving overall goals within the specified project parameters

  • Prior knowledge of HR or Shared Services operations and systems (on-boarding, off-boarding, employee lifecycle, payroll and data management) will be a strong advantage

  • Prior Continuous Improvement/Reengineering experience and understanding on how business process improvement is done in an operations environment

  • Strong Financial analysis and modeling experience

  • Qualification and/or certification in project management & process improvement methodology (Ex. PMP, Lean or Six Sigma) is preferred

  • MS Office Suite skills (Word, Excel, PowerPoint, Project, Visio, Outlook)

  • Experience with Workday HCM and HR Service Now preferred

  • Innovative and manages change nimbly

  • High level planning, organizing and documenting skills are essential

  • Strong stakeholder management, interpersonal and negotiation skills

  • Excellent written and verbal communication, facilitation and presentation skills

  • Has multi-tasking ability, analytical and strong problem solving skills

  • Client-focused for exemplary customer service

  • Strong team player, willing to learn and share experience with other team members

  • Experience working on global projects and global teams

  • University/College degree graduate

  • Fluency in Spanish, English (mandatory) and Portuguese (desired)

Demonstrate Citi Leadership Standards:

Develops People - Builds talent and teams for Citi by creating a culture of meritocracy and transparency, and celebrating excellence, initiative and courage. Ability to influence and lead others without direct authority.

Drives Client Value - Enables economic value and positive social impact for clients, companies, governments, and communities

Works as a Partner - Works collaboratively across the firm and encourages others to achieve the best results for Citi and our clients

Champions Progress - Champions a culture of high standards, pushes for progress, embraces change and challenges the status quo in support of Citi’s vision and global strategy

Lives our Values - Ensures systemically responsible outcomes while driving performance and balancing short- and long-term risks

Delivers Results - Sets high standards and achieves performance objectives by creating a clear path toward ethical and sustainable results.

Job Family Group:

Project and Program Management

Job Family:

Project Management

Time Type:

Full time

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Citi is an equal opportunity and affirmative action employer.

Minority/Female/Veteran/Individuals with Disabilities/Sexual Orientation/Gender Identity.