Chris Nelli, Ms, Management Email & Phone Number

Richmond, Va, Us

Providing second line of defense (2LOD) oversight of the credit card program, guiding business stakeholders and senior management in the process and execution to ensure activities meet and adhere to company policies/guidelines and are within the risk appetite of the bank, while collaborating with the parent company to ensure harmony in risk plans and processes.

London, Gb

Senior role within 1st line of defense (1LOD), ensuring effective governance was maintained across key customer processes and strengthening control environment. Establishing effective controls for Customer Servicing, Fraud, and Know Your Customer (KYC) Operations.Selected accomplishments:Planned, hired, trained, and managed Fraud / KYC issue management and control support team.Managed team of 9 Control Leads, overseeing dozens of issues addressing potential breakdowns as well as identification, development, and testing of controls to address gaps.Oversaw Risk and Controls Self-Assessment (RCSA) process for Fraud, KYC, and Call Center Operations, including evaluating inherent risk, testing controls, addressing any failures, and determining residual risk.

London, Gb

Oversight and governance role, assuring effective governance was maintained across key customer processes. Eliminated control gaps and control weaknesses by partnering with supported business, understanding their processes, and focusing efforts on confirming key risks were addressed.Selected accomplishments:Worked with business leadership verifying controls were operating effectively and providing meaningful challenge and oversight, proactively identifying potential gaps.Developed, implemented, and managed guidelines for quality assurance (QA) monitoring across Barclays Bank Delaware (BBDE). Provided quarterly QA updates to BBDE Control Committee.

New York, New York, Us

Managed building and maintaining the risk and governance program, including developing and assessing the RCSA, for the new consumer product that was being developed by Marcus: By Goldman Sachs: Apple Card.Selected accomplishments:Project managed over 2K hours of Risk support in building the Apple credit card. Worked with leadership to develop Key Risk Indicators (KRI’s) and initial RCSA prior to product launch.Saved $2M+ by evaluating risks and providing 1LOD risk approval for > 150 delivery procedures and agent tools in support of Apple Card launch, identifying multiple improvement opportunities.Served as Risk department Subject Matter Expert (SME) on quality - developed and wrote QA standards for Marcus: By Goldman Sachs businesses, covering RCSA validations, Risk-owned QA testing, and oversight of call center QA.

Mclean, Va, Us

Provided QA support across all Capital One credit card lines of business and several front-line support businesses, supporting a network of 17K+ call center agents. Managed department of 85 QA team members across multiple US locations and teams in Manila, Philippines.Selected accomplishments:Delivered 14% improvement in QA department associate engagement scores by driving understanding and importance of customer experience, helping QA agents understand and embrace the role.Improved contact center regulatory and procedural adherence 30% by leading cross functional executive review meetings and collaborating with supported businesses on improvement opportunities.Managed QA portions of internal audit engagements for supported businesses, averaging at least 4 audits per year across 5 years. No findings identifying gaps in QA methods, personnel, or reporting.

Mclean, Va, Us

US Card Operations, US Commercial Bank Operations, Canada Card Marketing, Compliance, US Card Marketing. Managed multiple teams of up to 50 associates. Received BPM certification.Selected accomplishments:Conducted process analysis on existing needs of credit card Fraud Department and built a quality (QA) program that supported Fraud operations, including strategy, design, staffing and execution.Managed 2nd line of defense (2LOD) compliance oversight of adverse action execution (based on applicable portions of the Fair Credit Reporting Act (FCRA) and the Equal Credit Opportunity Act (Reg B)).Served as Issue Management Lead (IML) for Canada Card, ensuring effective closure of risk events and issues while adhering to applicable policies and standards.

Mclean, Va, Us

Used analysis to make strategic and tactical recommendations to solve business opportunities and challenges that improved automated telephone (IVR - Interactive Voice Response) cross-sell opportunities.Selected accomplishment:Utilized existing telephone functionality creatively, which drove 5% increase in digital channel usage.

Master Of Science - Ms, Management

Bachelor Of Science - Bs, Mathematics