The Global ID Administration (GIDA) is a global organization within Citi Shared Services (CSS) with 900+ employees located across the globe.
GIDA manages entitlement and provisioning of access for internal Citi employees / contractors and increasingly for external Citi clients who are using Citi applications.
GIDA works in partnership with Global Information Security to build appropriate security architecture in new apps and supports large business-
driven technology projects related to information security issues.
Process Standardization and Improvement (PSI) develops GIDA s end2end service delivery strategy for consistency across the globe for all service delivery groups in order to achieve best in class quality standards and in turn increase customer satisfaction.
The team acts as a partner with Site Heads and GIDA process owners to ensure operational standards are in compliance with Citi’s Information Security policies.
Individuals are responsible for reviewing, improving and redesigning business processes and service as part of GIDA’s desire to create client value.
Projects and tasks will focus heavily on enhancing operational efficiency improving cross functional team working whilst championing the needs of the Customer Service and Service Delivery Operations.
This position requires the individual to assist with developing and delivering improvements globally for all strategic service delivery sites.
Excellent understanding of end to end Citi processes, policies, regulations, and governance. Initiates process changes and improvements
Presents, facilitates and leads assigned minor or medium level process improvement events using methods of culture-appropriate team building, team energizing, data gathering and analysis, problem solving, project management and state of the art presentation and platform skills.
Actively promotes continuous Improvement and its activities and services to others
Delivery of business improvement projects to agreed quality and time, ensuring key stakeholders are engaged and involved at all relevant stages
Provides event follow-up to monitor the progress of planned improvement implementation to assure timely action, appropriate management support, and achievement of expected benefits.
Uses appropriate measurement, analysis and evaluation methods to accurately identify and document process improvements
Working with Senior Team members on the team to develop reports, project charters, project plans, and diagrams of overall Continuous Improvement activities including accomplishments, participation, projected activities, and anticipated needs
Perform data gathering, root cause analysis and performance trending in order to develop appropriate process control changes.
Develop process improvement reports for setting forth progress, adverse trends and appropriate recommendations and conclusions
Submit for Manager approval appropriate information security solutions compliant with security policy by leveraging knowledge of applicable technical platforms and business processes
Develop procedures and other manuals. Train and guide resources as needed
Lead minor or medium level process improvement meetings in fast paced environment communicating complex security topics and Global ID Administration processes effectively at all levels of the organization
Establish relationships with Service Delivery teams to enforce and influence standards
Ensure ability to continuously improve existing service / quality of processes and to meet the business needs
Identify interdependencies between sites and / or processes and work closely with peers to introduce these
Bachelor's degree or higher desired or the candidate should have proven equivalent work experience
Minimum 4+ years’ experience either in an Information Security Administration environment or related field with customer service experience in data management
Good command of English language (both verbal and written)
Strong interpersonal, negotiation, relationship development and prioritization skills
Analytical and detail oriented
SSCP / CISSP / ITIL / PMP / Citi Lean certificate is advantage
Experience of defining, documenting and validating process requirements
The ability and enthusiasm to develop the process and procedures improvement skill set
Experience in the design, preparation and delivery of facilitated workshops, applying a range of tools and techniques
Knowledge of project planning and project management methodologies