• Competitive
  • George Town, Pulau Pinang, Malaysia
  • Permanent, Full time
  • Citigroup Transaction Services (M) Sdn Bhd
  • 19 Feb 18

MYS CTSM PG - Service Innovation Lead – Senior Business Analyst

MYS CTSM PG - Service Innovation Lead – Senior Business Analyst

  • 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


Job Description:
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. 

Day to Day Responsibilities:
  • · Identify innovative capabilities (e.g., artificial intelligence, machine learning, natural language processing) that enable the reduction of client inquiries and manual touch points; stay current with treasury and client operational industry trends and correlating new technology capabilities to provide sustainable solutions
  • · Identify institutional challenges and collaborate with partners on designing enterprise-wide solutions that benefit all clients
  • · Translate complex visions and asks from senior client contacts into strategic work streams that can be actively measured and monitored
  • · Work in partnership with vendors, Technology, and Client Operations teams to prototype innovative solutions
  • · Identify and implement key business drivers and opportunities in the organization that will increase operating efficiency and lead to an improved client experience
  • · Identify and communicate trends and recommendations back to regional teams based on client feedback
  • · Support efforts to help drive high rates of client adoption; identify opportunities to continuously improve on capabilities based on key performance indicators
  • · Coordinate reviews of client analysis and feedback with functional partners as necessary to ensure strategy and roadmap continues to align with client expectations
  • · Ensure client's point of view is understood and embedded into roadmap during all phases of the program delivery
  • · Work closely with Technology to ensure there is clear understanding of requirements, that requests are sized promptly, and that the system development meets the business needs and client needs


  • · Understanding of emerging technologies
  • · Excellent written and oral communication and presentation skills
  • · Project management and system development lifecycle skills
  • · Strong analytical skills and attention to detail
  • · Understanding of corporate cash management principle and treasury acumen
  • · Well-developed working knowledge of the TTS service business and the upstream and downstream influences
  • · Strong interpersonal and relationship-building skills
  • · Education: Bachelor's degree or equivalent experience (MBA a plus)
  • · 7-10 years of banking