Delivered a seamless and high-quality client experience for the bank's largest corporate clients by managing all aspects of the client journey, from initial contact to ongoing support. This included proactive identification and addressing of client needs, resulting in exceeding their expectations.Evaluated complex issues with substantial impact, where development of an approach/taking of an action involved weighting various alternatives and balancing potentially conflicting situations… Show more Delivered a seamless and high-quality client experience for the bank's largest corporate clients by managing all aspects of the client journey, from initial contact to ongoing support. This included proactive identification and addressing of client needs, resulting in exceeding their expectations.Evaluated complex issues with substantial impact, where development of an approach/taking of an action involved weighting various alternatives and balancing potentially conflicting situations using multiple sources of information. Projects were then led to simplify the client experience and eliminate delays, by navigating the global organization and mobilizing the appropriate resources ensuring a timely and satisfactory solution.Delivered proactive service management through relationship, scorecard and billing analysis combined with a detailed understanding of the client’s business and unique requirements. This included support and guidance provided to service partners to ensure a seamless client experience across regions, and contributions made to the development of new relationship techniques and process improvements.Advised on the assessment of risk when business decisions were made, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, escalating, managing and reporting control issues with transparency.Built strong relationships with clients by being responsive, reliable, and knowledgeable. Contributed to the bank's growth by bringing in new business and retaining existing clients. Show less

Managed a portfolio of designated platinum corporate clients, acting as their advocate and owning the client experience relationship end-to-end across geographies and products.Evaluated complex issues with substantial impact, where development of an approach/taking of an action involved weighting various alternatives and balancing potentially conflicting situations using multiple sources of information.Led projects involving different departments aiming to simplify the client… Show more Managed a portfolio of designated platinum corporate clients, acting as their advocate and owning the client experience relationship end-to-end across geographies and products.Evaluated complex issues with substantial impact, where development of an approach/taking of an action involved weighting various alternatives and balancing potentially conflicting situations using multiple sources of information.Led projects involving different departments aiming to simplify the client experience and eliminate delays, by navigating the global organization and mobilizing the appropriate resources ensuring a timely and satisfactory solution.Worked closely with clients ensuring the delivery of a market-differentiating service by acting as the client’s advocate, anticipating client needs and developing client confidence in Citi’s products and processes.Delivered proactive service management through relationship, scorecard and billing analysis combined with a detailed understanding of the client’s business and unique requirements.Provided support and guidance to service partners to ensure a seamless client experience across regions. Contributed to the development of new relationship techniques and the improvement of processes.Advised on the assessment of risk when business decisions were made, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, escalating, managing and reporting control issues with transparency. Show less

Managing portfolio of designated platinum corporate clients in Western Europe. Ensure all their queries are acknowledged, investigated and resolved. Focusing on daily transactional and account based queries along with relationship management;Working as subject matter expert performing analytical tasks such as reviewing query volumes, query types and transaction trends to proactively work with clients, aiming to effectively manage their interaction with Citi;Understanding of… Show more Managing portfolio of designated platinum corporate clients in Western Europe. Ensure all their queries are acknowledged, investigated and resolved. Focusing on daily transactional and account based queries along with relationship management;Working as subject matter expert performing analytical tasks such as reviewing query volumes, query types and transaction trends to proactively work with clients, aiming to effectively manage their interaction with Citi;Understanding of client’s business needs and objectives in order to identify opportunities to promote new products and services. Maintaining client relationships through accurate and timely communication, creating a cycle of trust and credibility through knowledge of systems and product functionality;Working closely with sensitive clients, anticipating their needs, particularly during system outages, reaching out to them to provide alternative and exceptional solutions to successfully maintain confidence in relationship with Citi, strengthening the client experience;Simplify complex client inquiries and conduct research to solve issues within established Service Level Agreements and methodologies. Provide client with MIS/scorecards to enable them understand their transactional and inquiry activity. Responsible for resolving client issues in accordance with Citi’s internal policies. Includes clarifying impact with clients, validating through internal research, facilitating technical interactions, tracking issue status, validating corrective actions and communicating the resolution to the client. Show less

Collated elementary elements to provide assertive data and analytical inputs to drive executive management levels towards cohesive and thorough decision-making upon Integrated Risks perspective.Performed Control oversight and analytical functions for Ireland with focused attention on conformance and strengthening Citi Europe plc’s Internal Control Framework by supporting the businesses and Senior Management teams related projects and initiatives.Structured Compilation of Risk… Show more Collated elementary elements to provide assertive data and analytical inputs to drive executive management levels towards cohesive and thorough decision-making upon Integrated Risks perspective.Performed Control oversight and analytical functions for Ireland with focused attention on conformance and strengthening Citi Europe plc’s Internal Control Framework by supporting the businesses and Senior Management teams related projects and initiatives.Structured Compilation of Risk and related Methodologies do ensure adequate centralized information reporting, in accordance to Board members strategic appetite and corporate decisions.Leader responsible to create, structure, implement and coordinate Records Management program for all businesses in Ireland reporting the progress to Citi regional and global leaders.Tracked, reported and challenged all operational risk events and transposed the data into MIS that is reported to various committees on a monthly and quarterly basis.Produced and presented detailed, accurate and meaningful reports for inclusion in senior management meetings and committees. Show less

Worked with FCC & RC COO to complete a comprehensive Risk Control Assessment (RCA) for Financial Crime Compliance and Regulatory Compliance. This analysis included existing processes to determine the effectiveness of controls and an evaluation of internal/external operational events to quantify the financial, reputational & regulatory impact of failed controls.Developed and enhanced monitoring tools to evaluate the design and operating effectiveness of the key controls in Financial… Show more Worked with FCC & RC COO to complete a comprehensive Risk Control Assessment (RCA) for Financial Crime Compliance and Regulatory Compliance. This analysis included existing processes to determine the effectiveness of controls and an evaluation of internal/external operational events to quantify the financial, reputational & regulatory impact of failed controls.Developed and enhanced monitoring tools to evaluate the design and operating effectiveness of the key controls in Financial Crime Compliance and Regulatory Compliance. Monitoring included reviewing key indicators, sample testing and conducting thematic reviews.Demonstrated a sound holistic and technical understanding of pertinent business areas and Group Standards Manuals (GSM) and Functional Instruction Manuals (FIM) and local standards.Provided ongoing coaching and guidance to less experienced BRCM staff to ensure there is a consistent understanding of the overall risk program, KRIs, Monitoring Plan and governance structure.Documented and monitored the progress of remedial actions for issues identified through BRCM testing and by others, including Internal Audit, Compliance, regulators, and Management Self-Identified Issues. Show less

Governed GPDM (Group Planning Data Model), generating an interface with the Global Software Delivery's administration for the management of projects and tracking foreseen budgets.Created and implemented reports with information to assist other areas to accomplish the established goals, giving support and influence in the decision makings.Coordinated tools to analyze the direct Software Delivery and its directories' invoice and expenses, making sure that the results are… Show more Governed GPDM (Group Planning Data Model), generating an interface with the Global Software Delivery's administration for the management of projects and tracking foreseen budgets.Created and implemented reports with information to assist other areas to accomplish the established goals, giving support and influence in the decision makings.Coordinated tools to analyze the direct Software Delivery and its directories' invoice and expenses, making sure that the results are corresponding with the established goals; proposing improvement actions and reporting the information to the group.Created and monitored the Software Change's governance, generating more control over the financial changes in Software Delivery and ensuring data precision. Show less

RCA Management, generating an interface with Global Business and Global Functions; Definition and control implementation of monitoring plans (ICMP) using control tests, management reviews and follow up indicators; Creation and monitoring of issues' governance, giving support to the Software Delivery management in operational risks' committees with reports about operational risks, controls, indicators, issues and action plans; ORIC interface execution, auditing and… Show more RCA Management, generating an interface with Global Business and Global Functions; Definition and control implementation of monitoring plans (ICMP) using control tests, management reviews and follow up indicators; Creation and monitoring of issues' governance, giving support to the Software Delivery management in operational risks' committees with reports about operational risks, controls, indicators, issues and action plans; ORIC interface execution, auditing and ISR, supporting international areas as HSBC Americas and Software Delivery HTS through committees, meetings and workshops. Show less

Conducted market research and developed reports on the insurance industry, including market trends, key players, and competitive analysis. Analysed data and identified opportunities for improvement. Coordinated with other departments to implement recommendations. Presented findings to senior management.Coordinated, analysed, and improved the performance of the Insurance Brazil Area using the Performance Score Card (PSC). Ensured that results were consistent with established goals… Show more Conducted market research and developed reports on the insurance industry, including market trends, key players, and competitive analysis. Analysed data and identified opportunities for improvement. Coordinated with other departments to implement recommendations. Presented findings to senior management.Coordinated, analysed, and improved the performance of the Insurance Brazil Area using the Performance Score Card (PSC). Ensured that results were consistent with established goals. Offered actions for improvement. Reported results to the Retail Banking Wealth Management area.Led the performance analysis for various departments and teams. This included collecting data, analysing the data, and identifying opportunities for improvement.Planned and implemented projects to improve the performance of various departments and teams.Participated in governance meetings to discuss the performance of various departments and teams. Conducted internal communication to keep stakeholders informed of the performance of various departments and teams. Oversaw committees that were responsible for improving the performance of various departments and teams. Show less

Supported internal and external research cycles, from preparation to execution and analysis.Communicated with business partners, collaborators, and managers.Paid providers, organized and reviewed standard procedures.Created HR material for business.Maintained reports for HR Risk, Business Continuity Management, and Business Risk Control Management.