Process Improvement Lead Analyst at Citi driving end - to - end design and execution of dispute transformation initiatives using emerging technologies. Collaborating with cross - functional teams for operational success.
About the role
- Network Engagement Operations Lead responsible for managing a global provider and crisis responder network. Driving provider success through performance monitoring and operational improvements in a cross-functional team setting.
Responsibilities
- The Network Engagement Operations Lead is responsible for building a high-performing, reliable and engaged global provider and crisis responder network.
- Beyond day-to-day operations and communications, this role drives provider success by monitoring performance and quality indicators (including no-shows/late cancellations, client feedback, documentation and compliance), implementing improvement actions and supporting incentive programs that reinforce the right behaviours.
- Working cross-functionally with clinical, delivery and commercial, you will strengthen retention, elevate service quality, and improve operational speed and consistency across the network.
- Own and continuously improve the provider & crisis responder engagement strategy, with measurable goals tied to satisfaction and retention.
- Lead onboarding operations for new providers and crisis responders, ensuring seamless ramp-up: tools, training pathways, SOP readiness, and first-week success.
- Run high-impact engagement programs (e.g., monthly virtual townhalls, community initiatives) to strengthen connection, morale, and alignment.
- Serve as the operational point-person for provider/crisis responder queries, ensuring timely, accurate responses aligned with policy and service standards.
- Track, analyse, and report engagement/experience metrics; identify trends and implement improvements to lift satisfaction and retention.
- Partner with relevant teams to verify qualifications and licensing/credential requirements; ensure compliance with company standards and local regulations.
- Own the provider success framework for the network in partnership with clinical and delivery teams.
- Monitor provider performance indicators such as attendance reliability, responsiveness, client feedback/ratings, documentation timeliness, and overall service quality adherence.
Requirements
- **Experience**: 4-7 years in operations, community/network management, program management, operations in a tech company (healthcare, mental health, platforms is a plus).
- **Language:** Fluent in English + at least one relevant local language (written and spoken).
- **Operations + Data Comfort:** Strong with tracking, dashboards, documentation hygiene; experience with ticketing tools (CRMs like Zendesk, Freshdesk bonus).
- **Execution Excellence:** Can manage multiple streams, prioritise well, and keep stakeholders aligned without things slipping.
- **Problem Solving:** Proactive, structured, calm under pressure; can handle ambiguity and still ship outcomes.
- **Communication:** Clear, crisp, adaptable to different audiences; confident presenting insights to leadership.
- **Detail and Compliance Mindset:** Strong attention to detail in audits, records, and quality workflows.
- **Collaboration:** Strong cross-functional operator; knows how to move work through Clinical, Ops, and Service Delivery.
Benefits
- **Why You’ll Love Working With Us:**
- **Global company** – work in a diverse environment with people from nearly 20 countries
- **Generous leave policy** – time off to rest and recharge
- **Christmas week off** – company-wide break during Christmas, separate from annual leave
- **Birthday leave** – enjoy a day off on your birthday
- **Quarterly mental health days** – one day off every quarter to focus on your wellbeing
- **Flexible work arrangements** – work in a way that suits your lifestyle and goals
- **Work-life balance** – a culture that values personal time and long-term wellness
- **Medical coverage** – comprehensive insurance for peace of mind
- **Performance bonus** – high performance is recognised and rewarded
- **Development budget** - annual allowance to support your professional development
- **Mental health support** – premium coaching access to our mental health app and resources & dedicated budget for clinical and psychiatric care
- **Socials** **and communities **– regular non-work events/activities to connect and have fun together
Job title
Job type
Experience level
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Degree requirement
Location requirements
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