Project Manager -Hybrid

The Project Manager provides operational/service leadership and direction to team(s). Applies in-depth disciplinary knowledge through provision of value-added perspectives or advisory services. May contribute to the development of new techniques, models, and plans within area of expertise. Strong communication and diplomacy skills are required. Generally, has responsibility for volume, quality, timeliness of end results and shared responsibility for planning and budgets. Work affects an entire area, which eventually affects the overall performance and effectiveness of the sub-function/job family. Responsibilities: Responsible for the daily execution of significant projects within a focus area and resolution of complex problems or transactions, where expertise is required to interpret against policies, guidelines or processes. Full ownership for one or more processes, reports, procedures or products, and may also be considered analytical or procedural experts representing a unit or team on cross-function process or project deliverables. Applies in-depth disciplinary knowledge of concepts and procedures within own area to resolve issues. Ensures creation of project plan and charter benefits management plan, stakeholder management plan, acceptance plan, and central project issue log. Ensures resources are assigned to project & monitor commitment. Ensures change control is executed throughout project. Identifies, documents, and understands project dependencies. Identify key stakeholders who participate in project scope definition. Tracks actual project costs, identify variances, and reforecast project costs as needed. Measures project management performance against standards. Ensures appropriate project staffing levels. Establishes project communication needs and create project communication plan. Creates the project risk management plan. Partners with cross function peers to create, administer, track, and eventually close project contracts. 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards. Qualifications: 5-8 years of experience. Contact Center Operations experience. PMP Certification preferred. Excellent interpersonal and organizational skills, able to handle diverse situations, multiple initiatives and changing priorities. Strong communication skills with the ability to influence, manage and articulate clearly to project stakeholders and senior management. Extensive experience working with various control partners and demonstrated success to strict adherence of control framework, policy and procedures. Lead through influence skills – ability to engage, motivate, drive results, and hold a diverse set of colleagues across the organization accountable for attaining set goals and objectives. Critical thinker with problem solving capabilities. Positive, can-do attitude; does what it takes attitude to drive success. Education: Bachelor’s/University degree or equivalent experience.