ICG-A Voice of Client Analyst

Citi

Mumbai, India,India

4d ago

Group Role / Function

The ICG Analytics (ICGA) Group was created to establish consistent metrics, segmentation and insights across Citi's institutional businesses and regions in order to better identify potential opportunities.

They are responsible for the implementation of cross-divisional metrics including client satisfaction, revenue, profitability and market share, as well as client segmentation based on opportunity, client feedback and client content based on event probabilities.

The team has developed an analytical platform to aggregate multiple internal and external data sources and integrate the data by client on multiple dimensions including multiple areas of client feedback, equity and debt performance, fundamentals, institutional ownership and analyst estimates.

It also segments and profiles clients in relation to their respective peer groups based on industry, style, size and region.

These profiles are analyzed over time and correlated to historical events to provide insight as to the probabilities of future actions such as revenue growth, M&A and capital markets activity and shareholder activism, as well as positive and negative market performance.

One of the functions under the ICG Analytics (ICGA) group is Voice of the Client (VoC) and is responsible for maintaining a healthy client feedback system primarily through annual, quarterly, real-time and ad hoc survey programs.

The ICGA VoC assesses our global relationships with our complex clients on a regular basis using a globally consistent methodology and is an integral part of business management, used to identify and manage service issues, as well as client revenue growth and attrition.

The Mumbai Analyst role requires accuracy and attention to detail when working with large sets of data and complex process.

Quality and timeliness of service provided will affect the effectiveness of own team and other closely related teams.

Responsibilities :

The primary responsibilities of this role is to support our annual, quarterly, ad-hoc and real-time client feedback programs for Corporate Banking, Transaction Services, and Commercial Banking :

Provide program management support to VOC Programs that drive insights and actions in the business

Support response data validation, timely release of reports, reports entitlement validation

Support JIRA testing of VOC platform feature enhancements and work with technology team to implement the enhancement

Support the setup of any new data feeds and analyze data from different sources

Support on the users’ entitlement setting for VoC portals

Continuously improve processes by exploring and evaluating new data sources, tools, and capabilities

May be involved in exploratory data analysis, confirmatory data analysis and / or qualitative analysis

Other responsibilities :

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.

Qualifications :

1-2 years experience

Strong data management, organization, prioritization, interpersonal skills

A high degree of accuracy and attention to detail

Strong written and verbal communication skills

Ability to work / deliver high quality work under tight deadlines

Quick learner with positive outlook and a can-do mindset

Proficiency with Microsoft Excel (advanced) and PowerPoint (basic / moderate )

Working knowledge of VBA, SQL, Python preferred

Education :

Bachelors / University degree or equivalent experience

Development Value

The candidate will have an opportunity to :

Learn strong data and program management skills

Gain understanding of the larger ICG businesses

Opportunity to learn VOC process in-depth, aligning with one of the businesses

Learn the tech development cycle

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