Senior Process Analyst - Consumer Lending Senior Process Analyst - Consumer Lending …

in Sydney, New South Wales, Australia
Permanent, Full time
Be the first to apply
in Sydney, New South Wales, Australia
Permanent, Full time
Be the first to apply
Senior Process Analyst - Consumer Lending
A dynamic and diverse team, the Consumer Lending Team delivers product and marketing campaign activities to drive growth in both new account acquisition and existing customer use and retention of the lending products including the brand new Spot Buy Now Pay Later.

The Senior Process Analyst is a specialised role within the Consumer Lending team to support the leaders of acquisition, portfolio growth and retention to execute campaigns and deliver a strong customer experience. The Analyst will help setup new campaigns by establishing the parameters and codes in the system for the respective campaigns, developing and executing testing prior to campaign launch and completing day 2 checks, providing quality assurance over campaign set up and execution, leading the development and implementation of form and content changes and supporting the fulfilment of campaigns offers.

The Analyst is responsible for maintain strong controls across all our activities. If an incident does occur, the Analyst will run with the remediation activities required to resolve the incident and ensure that our customers are not adversely impacted by the incident.

The Analyst will collaborate across the Consumer Lending teams and will work with key partners in Sales & Acquisition, Marketing, Digital Banking and Technology as well our Core Operations teams.

Experience in working on transformation projects including process re-engineering and restructures are highly desired for this role, as well as having a diverse knowledge base across financial services operations. Excellent communications skills, both written and verbal, are required to be able to manage, influence, lead and drive the campaign analyst process end to end.

  • Responsible for the overall direction, coordination, implementation, execution, control and completion of end-to-end system implementation of Consumer Lending marketing campaign activities for Citi branded loan products, Spot Buy Now Pay Later and Partner white labels.
  • Reviewing campaign schedules, processes, specifications, and related information.
  • Ensuring operational readiness by promoting and implementing a process of continuous improvement to ensure effective and efficient business solutions are in place
  • Manage the product campaign creation, testing and maintenance, and the quality control processes to ensure consistent operational readiness
  • Provide advice and subject matter expertise regarding pricing and planning strategies, including inventory assessment
  • Conduct post implementation reviews to evaluate performance, and to identify "lessons learned" and required process improvements
  • Run the implementation of new content changes across platforms such as Salesforce marketing comms or Drupal web page content updates.
  • Ensure all process documentation is current and up-to-date and in line with process & system changes and updates
  • Ensure permanent audit readiness of all processes performed within the Campaign Support Unit
  • Run the six monthly forced statement process to communicate updates in terms and conditions and/or other obligations
  • Working with Product, Decision Management, Risk and Marketing to develop profitable and sustainable campaigns
  • Continually enhance controls framework including Corrective Action Plan (CAP) and Business Incident (BI) management

  • Experience as a product manager, risk manager, business analyst or process engineer is highly desirable
  • Strong stakeholder management with experience with working with internal and external stakeholders.
  • Project Management skills
  • Adept critical thinking skills for complex issues

Personal Attributes/Interpersonal skills
  • Pro-active problem solving and resolution skills
  • Effective time management skills.
  • Strong communication skills both verbal and written.
  • Strong team player.
  • Ability to work productively in a continuously evolving, complex and fast pace environment.

  • Bachelor level degree (or higher)
  • At least 5 years experience in a technical or process role, preferably in financial services but other industries may be considered
  • Knowledge of Salesforce, Drupal, Sinch and ECS banking platform would be highly regarded
  • Prior exposure to data management highly regarded
  • Strong knowledge of Excel, Word, Jira and Confluence is a must.

Please note that Citi has entered into an agreement with NAB to acquire its consumer bank in Australia which includes residential mortgages, deposits, and unsecured lending.

The sale is expected to complete in March 2022.

As this is a role to work in Citi's consumer bank, the successful candidate will initially be employed by Citi, but on sale completion, their employment will transfer to a NAB (or) a new entity that will employ Citi's consumer bank employees, prior to their transfer to NAB.

Job Family Group:
Product Management and Development

Job Family:
Product Management

Time Type:
Full time

Citi is an equal opportunity and affirmative action employer.

Qualified applicants will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, or status as a protected veteran.

Citigroup Inc. and its subsidiaries ("Citi") invite all qualified interested applicants to apply for career opportunities. If you are a person with a disability and need a reasonable accommodation to use our search tools and/or apply for a career opportunity review Accessibility at Citi .

View the " EEO is the Law " poster. View the EEO is the Law Supplement .

View the EEO Policy Statement .

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