Responsible for all day-to-day showroom, office and warehouse operations, including, but not limited to:- Sales- Customer Service & Support- Vendor Management and Purchasing- Bookkeeping

• Drove process improvement and policy development in adherence to compliance regulations involving Anti-Money Laundering and Counter Terrorist Financing (AML/CFT)• Authored business process policy guidelines to comply with RCBC, AMLA and Bangko Sentral ng Pilipinas (BSP) rules and regulations• Revised and updated existing Business Process Operational Manuals to align with BSP policies for OGB Accounts• Participated in business audit, acted as project lead in providing audit deliverables and requirements• Ensured policy implementation across the network to mitigate operational risk• Worked closely with senior management and ensured potential business risks were escalated and addressed

- Implemented FATCA (Foreign Account Tax Compliance Act) for Global Consumer Group of Citibank Philippines- Led Branch Control initiatives and project management- Monitored Control Processes across Retail Bank Business and provided Risk Management Consultancy among Operating Units impacting Branch Activities.- Had consultancy oversight of Branch processes to identify operational risks and make recommendations for the closure of identified gaps.- Handled all Operations and Technology areas and issues from a Controls perspective.- Chaired Weekly Compliance Hour, where all Branches were required to join to discuss pressing issues and new initiatives.

Project Manager for Citibank's launch of Visa Debit Card.

Biz PM for:1) Building Perceptual Scale (Offsite ATM Expansion 10'11)2) KAL (ATM SW Migration 10'11)3) CSI Branch Expansion (14 CSI Branches 4'10) 4) MJN ATM Installation (CSI ATM at Mead Johnson 8'09)5) Phoenix (ATM Fleet Replacement 12'08)6) ICC Enhancement (Dec ATM Max Withdrawable Amt 9'08)•Studied & understood the proj & its rqmts to ensure seamless planning•Ensured all aspects of the proj are compliant w/ Citi's high quality standards•Accomplished req'd memos & docs in accordance w/ Citi’s policies•Secured proj approval, budget, strat & sched •Did necessary follow-ups to ensure timelines are met, e.g., approvals, deliverables, reports•Handled negotiations w/ vendors & SPs•Planned, executed & finalized proj plan & sched & revised, as appropriate, acc to deadlines, budget, biz goals & decisions to meet changing needs & rqmts in collaboration w/ senior mgmt & stakeholders•Monitored expenses & ensured proj is w/in budget & payments due are settled•Learned basic knowledge & gen understanding of functions & apps of the system, HW & SW to better coordinate proj flow•Identified & estimated resources/participants & assigned individual responsibilities to achieve proj goals•Determined need for add'l staff & if necessary, facilitated hiring•Prepared test scripts, where applicable, & conducted UAT for SW apps, programs & HW devices•Drafted or revised OPBs, Guidelines & Processes to apply to new reqs & procedures as dictated by the new setup•Tracked & updated mgmt on proj timelines & milestones•Liaised w/ team members & stakeholders regularly to ensure smooth proj implementation•Resolved or escalated, when necessary, issues, dependencies & showstoppers•Devised contingency plans to efficiently & competently manage probs to ensure when things go off plan, it'll be easy to bring everyone back on track•Kept track of lessons learned & shared to team members to avoid similar occurrences in the future (Best Practices)•Vendor Mgmt

• Implemented new procedures and system to increase productivity of the employees• Increased the volume of clients• Ensured compliance with Central Bank rules and regulations• Was knowledgeable and able to perform all functions of all employees• Saw to it that day to day operations were in order

Chosen to be one of the pioneers of Citibank Philippines Citiphone's Customer Affairs and Investigations Unit• Handled customer complaints and inquiries (Received, investigated, analyzed, solved and corresponded to clients regarding their complaint/s and/or inquiry/ies.)• Formulated improvements in operational procedures to lessen processing times and problem incidence, and to promote efficiency• Actively line-balanced for Citiphone (Customer Service on the Phone for Bank Clients), Citicare (Customer Service on the Phone for Credit Card Clients), Authorizations (Credit Card Approval Unit), Tellers and Greeters (Customer Service at the Branch)• Received, sorted and directed to concerned person/s and/or unit/s all incoming correspondences for the unit on a daily basis• Collated and consolidated individual daily CSO (Customer Service Officer) reports• Submitted qualitative and quantitative reports weekly on investigation cases handled by the unit and by each CSO• Prepared weekly reports of all pending cases for investigation • Gathered accomplished MIS (Management Information System) forms that are encoded, printed and submitted daily• Reviewed and improved MIS forms as necessary• Submitted mid-month reports on Investigations Timeliness and Correspondence Timeliness• Prepared monthly qualitative and quantitative reports on unit’s and individual CSOs’ performance