Caroline Augusto Email and Phone Number

Responsible for ensuring the regulatory governance of Human Resources in the countries where Citi has a presence. Support HR structures to ensure compliance with regulatory changes, creation and implementation of controls to mitigate operational risks. Promote continuous improvement in the processes of the HR subsystems with a focus on operational efficiency, ensuring compliance with corporate policies, procedures, laws and regulations. Support the organization in creating standardized processes that are globally scalable.

Responsible for ensuring the regulatory governance of Human Resources in Latin American countries. Support HR structures to ensure compliance with regulatory changes, creation and implementation of controls to mitigate operational risks. Promote changes in HR processes with a focus on operational efficiency, ensuring compliance with corporate policies, procedures, laws and regulations.

Responsible for supporting the Firm’s overall Control and Governance Framework within Brazil by establishing a robust control environment, with a focus in Key Operational Risks, among other corporate-wide control drivers.

Participation in a global project to expand the implementation of a system focused on customer experience for the Middle Market segment, being responsible for the interface between Business and Technology. Responsible for the elaboration of business requirements, interface with the technology team, tests of functionalities in UAT, training of users and communication.

Management of the Sales Assistant team aiming to standardize processes and quality in customer service. Strategic business analysis and management of KPI´s that impact service delivery and customer satisfaction.

Develop a proactive control approach to allow Management to achieve its strategic objectives and promote efficiency, while reducing risks and exposures, and ensuring compliance with corporate policies, procedures, laws and regulations.

Support and participation in strategic decisions for Middle Market segment based on the leadership of strategic projects such as account opening, credit approval, disbursement in local and foreign currencies and collateral management.

Process mapping and redesign aiming improvements such as turn around time and rework reduction promoting an increase in productivity. Support in TOTVS ERP implementation, ensuring the best system usage and system customization to adapt to client´s needs. Business analysis to develop technical specifications to build technical tools to reduce manual activities