Banamex - Analista Workforce Management

The Ops Support Assistant 4 is an entry-level position responsible for providing operations support services, including but not limited to; record/documentation maintenance, storage & retrieval of records, account maintenance, imaging and the opening of accounts in coordination with the Operations - Core Team. Additionally, the Ops Support Assistant 4 serves as the liaison between operations staff, relationship managers, project managers, custodians and clients. The overall objective of this role is to provide day-to-day operations support in alignment with Citi operations support infrastructure and processes.

Responsibilities:

• Assist unit manager by providing guidance to all levels of staff regarding processes and operating procedures
• Coordinate team efforts to ensure the efficiency of quality, timeliness, and general operation to maintain workflow of the department
• Evaluate equipment and staff resource allocation and help identify potential issues that may impact department workflow
• Interact with internal departments and external clients to resolve issues and concerns
• Monitor “In process,” work to meet business and quality standards
• Assist in making decisions within established procedures that balance the needs of the employee, company, and customer
• Support and expansive array of products and services and serve as the team subject matter expert
• 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:

• 1-3 years of relevant experience
• Experience with Learning Management Systems, Human Resource Systems and Learning and Development knowledge preferred
• Proficient computer skills
• Ability to adapt to new technology quickly and seamlessly
• Consistently demonstrates clear and concise written and verbal communication skills

Education:

• High School diploma or equivalent

This job description provides a high-level review of the types of work performed. Other job-related duties may be assigned as required.

Departamento: Workforce Management / Operaciones

Reportará a: Workforce Management Manager / Capacity Planning Lead

Resumen

Buscamos un personal analítico, orientado a datos y con capacidad de comprender y retar los procesos actuales para poder brindar recomendaciones para mejoras operativas. De preferencia con conocimiento básico en indicadores operativos, conceptos y cálculos clave de Workforce Management (FTE, Availability, Utilización, etc). La posición tendrá como objetivo toma de tiempos, desarrollar conocimientos y experiencia en Capacity Planning, análisis de productividad y dimensionamiento operativo mediante el entendimiento de los procesos de negocio.

Principales Responsabilidades:

• Realizar visitas a diferentes sitios operativos para efectuar tomas de tiempos y observación de procesos.
• Participar directamente en la recopilación, gestión e ingesta de información operativa, realizando visitas a diferentes sitios para efectuar estudios de tiempos y movimientos, documentar procesos e identificar oportunidades de mejora. Asimismo, apoyará en la generación de modelos de capacidad, proyecciones de demanda y análisis que contribuyan a una adecuada planeación de recursos.
• Documentar actividades, flujos operativos y tiempos estándar mediante metodologías establecidas.
• Apoyar en la elaboración y actualización de modelos de Capacity Planning para distintas operaciones.
• Conocer y realizar ejercicios de forecasting y dimensionamiento de recursos.
• Mantener comunicación constante con líderes operativos y equipos de soporte para la recolección de información.
• Dar seguimiento a planes de acción derivados de análisis de capacidad o productividad.

La posición requiere una persona con alta capacidad analítica, disposición para aprender e investigar metodologías de Workforce Management, habilidades de comunicación efectiva y capacidad para interactuar con equipos operativos y liderazgo.

Requisitos

• Licenciatura deseable terminada o en proceso en Ingeniería Industrial, Actuaría, Matemáticas, Administración, Economía, Ciencia de Datos, carreras afines o experiencia equivalente.
• Disponibilidad para realizar visitas a diferentes sitios operativos.
• Interés en desarrollarse en Workforce Management y Capacity Planning.
• Conocimientos intermedios de Microsoft Excel.
• Capacidad para analizar información numérica y generar conclusiones.
• Manejo de herramientas de análisis de datos (deseable), Python.

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Job Family Group:

Operations - Core

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Job Family:

Operations Support

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Time Type:

Full time

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Most Relevant Skills

Please see the requirements listed above.

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Other Relevant Skills

For complementary skills, please see above and/or contact the recruiter.

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Citi is an equal opportunity employer, and qualified candidates will receive consideration without regard to their race, color, religion, sex, sexual orientation, gender identity, national origin, disability, status as a protected veteran, or any other characteristic protected by law.

 

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