Carolina Nelson Email & Phone Number

Spain

A global leadership role focused on creating and driving relationship management strategy, establishing key connections with different geographies.Support on evaluating, analyzing, and comparing SCIB Production Services' core processes across global and geographies/countries contexts, to identifying similarities, differences, strengths, potential areas of improvement, standardization and enhancing the process of sharing best practices. All with the main objective of:- Establishing a common language across the SCIB organization.- Determining a governance model for interactions.- Establishing measurements (dashboards, KPIs, SLAs, and metrics aligned with the businesses).- Defining Service Now as the golden source for incident and problem management.

Spain

Leadership role responsible of three main processes at Talan: - Trade Finance support for BNP Paribas Bank.- Project Management Team, supporting Santander, BNP Paribas and Cetelem.- The Agility Team that provide services to Santander and BNP Paribas. Responsible of establishing the vision, roadmap and priorities of the Agile and Managed Services Business Operations. Accountable to define the Structure and Organization of the team, KPIs and promote a customer-oriented culture to optimize and increase quality of services. Responsible to work in partnership with Talan Spain Directors to shape and prioritize team goals, improve the communication and the sense of one company perception. Accountable of special projects implementation, as the ISO 27001 certification for Talan Spain.

San Jose, Costa Rica

Regional leadership role responsible of building and maintaining trustful relationships with 70+ partner/ customers portfolio from 20+ countries from Latin America and Mexico. Act as a liaison contact between Global Identity & Access Management (GIAM) Organization and customer’s needs, to create a positive client experience, promote GIAM services, identify customer upcoming projects/initiatives and ensure customer satisfaction. (~85 initiatives identified by year).- Responsible to coordinate/address high level escalations from main Business Sectors (Global Consumer Banking, Institutional Client Group, Global Functions and Operations & Technology), ensuring they are given appropriated attention and resolution.- Accountable to communicate Global Identity and Access Management highlights, changes and main projects to 70+ Partner Portfolio representatives.- Work closely with Senior Leadership Teams to coordinate and support overall execution of most pressing matters.- Manage the LATAM CRM team located in Houston Texas and Costa Rica.

San Jose, Costa Rica

Regional leadership position accountable for ensuring the alignment and adoption of the Citi Service Center (CSC) standards (Site Governance, Site Leadership, People Strategy, Communications and Risk & Control) in the Americas Region sites (Argentina, Brazil, Chile, Colombia, Costa Rica, Mexico, US & Canada), provide support on strategic coordination, and PMO expertise to Site Heads and Sites Business Office representatives, to work in partnership on the Global Pillars adoption, ensuring the growth of the site’s maturity levels. (Responsible of performing 15+ site maturity assessments for the Americas region with 112 improvement opportunities identified, 60% completed in less than a year and 5 site’s action plans developed and managed in parallel).- Coordination and establishment of the PMO structure/support in the Americas region.- Accountable to provide guidance, documentation, trending analytics related to human capital, site management maturity, governance assessment and overall site performance to Site Heads and Country Business Office representatives.- Creation and coordination of a virtual Regional Site Leadership Council for the Americas region with the main objective of sharing best practices.

San Jose, Costa Rica

Leadership position accountable to coordinate Citi Shared Service (CSS) coming in /coming out migrations; organize Deep Dive reviews with Country Controllers, Site Heads and Senior Leadership Team to identify potential migration opportunities (68 migrations coordinated, 120+ positions transferred, 25+ Deep Dives completed in more than 25+ processes from LATAM, NAM and ASIA).- Project Manager responsible to coordinate approvals with national and international senior representatives for new migrations, ensure targets were timely achieved, risks identified, and issues addressed. Act as liaison between Sending & Receiving Managers, Human Resources, Finance and Risk & Control to activate the due diligence protocol for each migration, ensuring Standard Migration Methodology was followed accordingly. - Monitor, track and report progress status to senior management and multiple internal customers.- Interact with other international migration coordinators to facilitate transitions across centers, act as Subject Matter Expert for the definition and implementation of local and global initiatives around migrations.

San Jose, Costa Rica

Strategic role responsible to support Costa Rica Site Head and the Senior Leadership Team in planning and execution of the Reengineering Management Programs and Productivity Savings. (20+ Business Process Reviews in 5 Business Units: System Ops, Mgmt. Reporting, Financial Reporting and Regulatory Reporting with productivity savings of $2.000.000 & 43 positions).- Responsible of identifying/tracking savings and manage the reengineering recognition program.

Makati, National Capital Region, Philippines

Pilot employee selected for the first Costa Rica Citi Shared Services (CSS), international rotation program to ASIA. Responsible of sharing CR best practices with Manila site. Accountable to coordinate and provide PMO support on the migration process for the new CSS site creation in Mumbai (4 months’ assignment and 26+ positions migrated from Manila to Mumbai) - Project Management (PMO) responsible for the Australia & New Zealand Service Delivery Model (SDM) and Controllers Relationship Management.- Site Migrations.- Supported Manila Senior Leadership Management with strategic projects.

Costa Rica

Business Analyst role responsible to control the reconciliation of the head count management, creation and management of the customer allocation model for current and potential customers. Administer the employee organizational structure, prepare executive reports, metrics and provides Project Management (PMO) support for special projects led by the Costa Rica Senior Leadership Team.

Cansac - Central America And Caribbean

Regional role responsible to develop/maintain sales structure for all commercial territories in Latin America and Caribbean region (20+ countries) and delegate orders to appropriate Account Managers.- Responsible of metrics, statistics and operational processes for Latin America and Caribbean region- Responsible of metrics, statistics and operational processes for Latin America and Caribbean

San Jose, Costa Rica

Leadership position responsible to manage an assembly line of high-risk medical devices with 60 employees, supervise end to end processes and quality controls. Responsible to create production standards, maintain efficiencies, document and certify that all standards were met according to the FDA requirements, Standard Operational Procedures and Regulatory Medical Policies.

Alajuela, Costa Rica

- Account Executive bulk sales- Maintain and create customer relationships

Heredia, Costa Rica

- Customer Service- Office and administrative functions

Bachelor'S Degree, Industrial Engineering

General Studies And Management Information Systems (Introduction)