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The role will be within Citi Australia Digital Banking primarily managing production issues related to digital channels, assist in release management and lead on the delivery of minor initiatives for Digital Banking involving Internet & Mobile platforms.
To play a key role in managing production issues related to digital channels. Work with relevant technology, Controls, Compliance and local teams to expedite solution. Ensure proper and complete Root-Cause Analysis (RCA) is published by technology production support to avoid recurrence.
Also help drive and manage implementation of digital strategy for existing customers across all Citi consumer businesses. Drive engagement of KPIs across the Citi Online and Mobile platforms.
Enhance customer experience across online and offline assets through testing, personalization and automation of customer journeys.
Provide data analytical support for BAU and proposed activities for insights into success. Accountabilities
Support the product and partner teams in the development of digital tools and all web assets providing guidance on best practice and upcoming market trends/opportunities. Bring innovations in tools to improve responses and design.
Manage key projects / digital initiatives and deliver positive outcomes in line with business deadlines.
Meet Key Performance Indicators.
Meet Customer Satisfaction and Net Promotor Score goals.
Co-manage Citi Online Banking website, innovating to deliver a remarkable customer experience, drive stronger conversion and better engagement with the brand and products.
Track and manage production issues and problem incidents related to digital channels. Work with relevant technology and local teams to expedite solution. Ensure RCA is published to serve as a reference to avoid recurrence.
Support monthly weekend releases and perform business sanity testing.
Provide SME direction for insights gained from experience on digital product project delivery.
Attend digital industry events and courses to remain up to date with industry trends and innovation. Share all relevant learnings and opportunities with the Citi digital community identifying best practice areas to deliver on and implementing the same, working with business partners.
Develop and deliver world class digital program and functionality delivery Prepare consistent and uniform reporting outputs that provide direction for optimisation.
Provide accurate and valuable MIS for key stakeholders to ensure a Digital first approach to all activities.
Work as problem solver for key initiatives across multiple business areas to deliver digital projects.
Leverage local, regional and global relationships to ensure delivery of key projects and initiatives.
Maintain strong relationships with key stakeholders, with particular attention given to Acquisition Marketing, Regional and Global Digital, Corporate Affairs, Central Marketing, Customer Experience and Segments marketing.
Key Capabilities & Attributes
Minimum 1 year work experience in a digital area of a financial institution
At least 2 years' experience working within a Project Management role within a large institution
Excellent numerical/analytical capability
Relevant qualifications in business and/or marketing
Strong, written & verbal communication skills
High level of proficiency in Microsoft Office applications
Demonstrated leadership experience and managing marketing teams
Ability to think strategically and then execute upon that design
Strong ability to plan and coordinate multiple streams of work to effectively deliver high-quality, sustainable results as required by the business
Ability to handle multiple tasks and prioritise workload
Lateral thinker who demonstrates drive and commitment to delivering innovative solutions
Strong interpersonal, problem solving and influencing skills
Adaptable, resilient and flexible
Energetic and highly motivated
Strive for continuous self-development and results oriented
Strong supplier relationship management skills and experience
Team player and proven leadership behaviours
------------------------------------------------- Grade :All Job Level - All Job FunctionsAll Job Level - All Job Functions - AU ------------------------------------------------------ Time Type :Full time ------------------------------------------------------
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