Citi Senior Change Analyst in Sydney, Australia

  • Primary Location: Australia,New South Wales,Sydney

  • Education: Associate's Degree/College Diploma

  • Job Function: Operations Customer Service

  • Schedule: Full-time

  • Shift: Day Job

  • Employee Status: Regular

  • Travel Time: No

  • Job ID: 18007594


Citi, the leading global financial services company, has approximately 200 million customer accounts and does business in more than 100 countries and jurisdictions Globally, Citi provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services, and wealth management.

The CitiPhone team based at Rhodes provides best in class customer care to all of Citi's customers Leveraging on 300 call centre agents from Citi and partner call centers, CitiPhone ensures that customer service excellence is satisfied to every call into the call centre.

As a Change Analyst, you will take responsibility for the following key deliverables within the Citiphone Change Management Team:

  • CitiPhone System & Release Management

  • Production Support Management

  • Project Manager and/or Project Lead for Citiphone initiatives

  • Process Improvement and Change Management.

The role requires close day-to-day liaison with Citibank, Vendors and Citiphone stakeholders in Sydney, Manila (Philippines), Bangalore (India) in order to ensure activities are effectively prioritized, communicated and implemented across all sites.

Key Accountabilities:

System, Release & Production Support Management:

  • Represent Citiphone as Subject Matter Expert (SME) on monthly and quarterly on global system releases together

  • The following tasks are to be fulfilled, but not limited to:

  • Provide expert advice related to CitiPhone to Vendors, and Internal Stakeholders (ie Training Team)

  • User Acceptance Preparation and Testing

  • Identify processes, gaps and document Policy & Procedures (including upload to eSOK++ (where relevant)

  • Identify Risks, Issues and Mitigations and escalate appropriately

  • Input into training material development

  • Post Implementation Support of the Call Centre

  • Act as BPSC (Business Production Support Co-Ordinator) for Citiphone, managing/prioritising issues (INCs) and working with technology to resolve

  • Attend Project Working Group meetings

  • Obtain Compliance, IBCO & AML approval of Release UAT scope & exit

  • Regular INC reviews with IBCO, AML & Compliance to identify possible legal/regulatory issues, and raise Business Incidents where required

  • Act as co-ordinator between Citiphone & Technology on MIMs (Major Incidents)

  • Act as SME for Citiphone owned technology modules (eg IVR, eSMS, One Notes)

Project Management:

  • Management and co-ordination of project requirements impacting Citiphone

  • Project Lead for both Regional and local Citiphone initiatives

  • Responsible for project documentation approvals

  • Ensure all project deliverables are completed within timeframes

  • Track, monitor and deliver to benefit realisation of change activities

  • Work closely with business groups to deliver on business requirements in relation to activities for CitiPhone

Process Improvement:

  • Initiate process reviews and implement change to process, policies and systems to reduce effort and enhance customer experience

  • Manage all change activities in a manner which will only improve FCR & NPS

  • Coordinate policy, procedure and reference material changes on e-SOK++ & Operational policy and procedures for all change activity and communicate the change effectively

  • Co-ordination of CitiPhone resources to ensure capacity planning is successful for business initiatives and marketing activities


  • Managing communications across Bangalore, Sydney and Manila Call Centers

  • Managing and responding to Activity Briefs and Communication Approvals

  • Managing marketing and campaigns run by Citibank to ensure all are clearly communicated and are within call centre capacity

  • Ensure all communications are clear, concise and accurate

  • Work with the training team to produce and deliver Training Briefs and training materials for all centres


The ideal candidate will have:

  • Relevant tertiary qualifications

  • Minimum five years’ experience of Operations and or Business Operations

  • Minimum two years project management experience

  • Minimum two years Change management experience

  • Proven history of pro-active stakeholder management and ability to influence stakeholders to make change

  • Thorough understanding of Citibank and Alliance products, services and

  • Applications preferred

  • Proven experience in quality, control and process improvement

  • Exceptional written and verbal communication skills, preferred

  • Strong leadership/supervisory skills

  • Strong customer service orientation

  • Exceptional problem solving skills

  • Strong analytical skills

  • Excellent planning & organizing skills

  • Effective prioritization skills involving multiple key stakeholders.

  • Ability to work in a fast paced changing environment with multiple tasks

When you work at Citi, you’ll be working for an organisation that truly has a global footprint and a powerful network that spans the globe. We celebrate individual ingenuity and leverage the diversity of our people in order to drive high performance. Through dedicated support, training and resources, we promote our talent and future leaders to bring about lasting and positive impact. Citi continues to be an Employer of Choice for Women and supports a flexible work environment.

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