Jennifer E Connolly Email & Phone Number

Middletown, DE, US

Los Angeles, CA, US

New York, New York, US

• Responsible for handling the end-to-end oversight management of third-party vendors across multiple business lines. Serve as the primary point of contact for numerous Global Fraud suppliers relating to contract and.
• Complete annual and ongoing oversight activities to ensure regulatory compliance for suppliers.
• Develop strong relationships with suppliers and internal partners, leveraging relationships to drive desired outcomes.
• Monitor third-party SLA adherence, escalate SLA breaches when detected and drive resolution until SLAs levels return to contractually required range(s).
• Ensure contract management oversight from inception to execution, coordinating with suppliers to identify and implement cost saving strategies where appropriate while balancing strategic business needs.

New York, New York, US

• Supported the Citi Global Products team as a Business Activity Owner (BAO) focusing specifically on the Global Rewards Program Management platform by providing daily tactical management and oversight of third-party.
• Ensured program compliance with OCC 2013-29 and other regulatory agency guidance.
• Led issue and gap management for rewards platform partners, coordinated to track and resolve across rewards platforms and provided regular reporting to various levels of management.
• Planned and participated in the preparation, execution and follow up of onsite and remote third-party audits and reviews.
• Collaborated with members of CoB, Compliance, Info Security, Legal, Sourcing and Third- Party Risk Management teams to support regulatory requirements, improved efficiencies and ensured adherence with due diligence and.
• Coordinated between Citi global business partners to support internal and regulatory audit exercises.

New York, NY, US

• Supported the Rewards Program Management group by providing daily tactical management, enabling Senior Managers bandwidth to focus on strategic initiatives.
• Created Partner Management Program policies and desktop procedures for all activities.
• Gathered partner performance metrics and addressed SLA deficiencies. Focused on creating performance improvement plans where needed.
• Coordinated with multiple business lines to lead regular partner meetings as well as quarterly and annual Business Reviews.

Sioux Falls, South Dakota, US

• Provided Third-Party Risk Oversight Programs for retail and pre-paid banking products. Oversaw both general and enhanced oversight activities to ensure regulatory compliance and program soundness. Ongoing Oversight.
• Ensured program compliance with FDIC and other regulatory agencies.
• Conducted monthly program testing on multiple card programs. o Increased scope of oversight 39% from 20 to 33 card programs.
• Created and revised program policies and desktop procedures for all oversight activities.
• Identified, reviewed and implemented process improvements including items such as contract renegotiations or alternative service providers. o Replaced 1 previous service provider for an annual savings of $100MM ($200MM.

Sioux Falls, South Dakota, US

• Developed and expanded a fast growing partner affinity relationship banking program of 100,000+ members with $80+ million held in deposits. Managed a wide range of responsibilities such as the implementation of.
• Ensured program compliance with FDIC and other regulatory agencies.
• Oversaw day to day relationship activities to ensure consistency of service and minimized risk exposure to the bank.
• Owned program reporting of monthly financials and Service Level Agreements (SLAs) for contractual adherence.
• Managed relationships with both internal departments and external vendors regarding the launch of new functionality and enhancements such as Remote Deposit Capture (RDC), External Account Linking, Person to Person.

Sioux Falls, South Dakota, US

• Oversaw the efforts of a rapidly expanding customer contact center in a high pressure environment. Responsible for the continued organization and development of the Call Center staff (100+ members), identification and.
• Managed daily business operations including recruiting, hiring and staff organization for department growth of 80 new staff members in 2011.
• Oversaw departmental reporting of monthly financials for accurate corporate budget allocations.
• Created and secured funding for staff, including positions in Project Management, Reporting, Workforce Management, Wealth Services Management, Lead Representatives and Education/Quality.
• Handled daily operations in meeting contractual Service Level Agreements (SLAs) while deploying new products and services within the division.
• Managed relationships with both internal and external partners regarding the launch of new Affinity relationships.

Charlotte, NC, US

Provided strategic direction and operations management of an Experiential Customer Loyalty Rewards program.

Charlotte, NC, US

Ensured oversight and program management of a retail credit card rewards program. Activities included:- Timely and acurate monthly reporting - Active Customer issue resolution- Development of tracking processes to minimize monthly award mismatches between vendor corporations and MBNA America- Contractual compliance- Invoice processing and enforcement

Charlotte, NC, US

Developed and facilitated education for the people of MBNA America. Coordinated with regional counterparts to ensure consistency in the delivery and creation of education modules. Provided consultation services to internal departments and divisions within MBNA to create and develop educational materials. Assisted with the design and development of other.

Charlotte, NC, US

Customer Service Specialist, Continuing Education Specialist, Quality Coordinator, Customer Service System Access/Payroll Administrator

Bs, Human Resources

Education record