Laurent Robert Email & Phone Number

Richmond, Va, Us

Enterprise and Operational Risk Management, Process Excellence, Change Management

Richmond, Virginia Area

Risk Management & Regulatory Compliance - Performed product assessments through the lenses of risk management, regulatory compliance, and operational efficiency; focus on customer protection (UDAAP, Fair Lending, FDCPA, FCRA).- Reviewed, enhanced, and developed control and monitoring programs- Evaluated operational processes including documentation, RCSA, vendor management. Recommended and implemented enhancements and risk mitigation activities.- Developed and implemented a Compliance Management (CMS) program.Business Analytics & Data Management- Digital Product Owner – business agility data governance and intelligence- Developed and implemented a data quality program for a top financial institution, driving data governance, communication/engagement and issue remediation.Operational Process Excellence- Developed process hierarchies and maps, for various operational functions of a top 10 financial institution.- Performed failure mode and error analysis (FMEA), identified critical-to-quality (CTQ) metrics, and designed ongoing process governance strategies to drive performance and efficiencies.

Richmond, Virginia Area

Audit and Regulatory Interactions - Capital One Technology and Digital ServicesRun regulatory and audit engagements for the Enterprise Services Business Risk Office to ensure alignment of the Technology and Digital Strategy with regulatory expectations. Manage a team of risk management professionals. Accomplishments include:- Increased leadership engagement levels in technology, digital organizations and with key internal stakeholders. Decreased state of reactiveness resulting in improved regulatory examination results. - Developed and implemented a rigorous and collaborative approach to the preparation of examinations and other regulatory interactions that ensured a cohesive and thorough representation of company policies, procedures, products and practices.- Decreased occurrence of "blind spots" - lack of awareness of a weakness/risk in processes or environment - through proactive rigorous assessments before and during examination preparation thus improving the overall understanding of the firm's progressive environment.

Richmond, Virginia

Planned and directed the administrative, strategic, and operational activities on behalf of the President of the Small Business Bank. Organized and prioritized critical issues and provided oversight and guidance for projects of high importance. Accomplishments include:- Fostered ability to measure/hold accountable the various teams through identification and use of relevant Key Performance Indicators (KPIs).- Improved understanding of overall performance versus strategy and integrated new practices and focus - enhanced focus on brand and customer experience.- Decreased level of "surprises" by fostering an open / safe management discussion where associates at all levels could bring obstacles and risks for awareness and/or resolution with the management team.- Championed a culture of inclusion and transparency supported by dynamic communication best practices throughout the organization leading to increased associate engagement, decreased inefficiencies due to lack of clear understanding of priorities, improved customer satisfaction as measured by Net Promoter Score (NPS).

Established and managed the governance and reporting/intel practices for the Retail and Direct Bank. Led a team of risk management and business analysis professionals. Accomplishments include:- Led monthly senior leadership discussions reviewing and focusing on risk management performance and practices. Provided guidance, information and governance. Increased leadership's understanding and awareness of the bank's risk and compliance environment. - Improved the bank's ability to identify weaknesses and failures leading to appropriate actions which strengthened practices and processes through the development of tactical and strategic reports and analyses evaluating risk exposures and mitigation activities.- Decreased process inefficiencies and increased data quality by developing risk management practices performed by the Business Risk Office including event and risk management methodology, integration of risk management and process excellence, adoption of proactive risk management activities.

Charlotte, North Carolina Area

Developed and implemented a variety of strategic and tactical initiatives with a focus on business development and operational enhancements/re-engineering. Influenced and supported the integration of the Wells Fargo and Wachovia Securities self-directed and online brokerage businesses. Managed a team of business analysis, project management and technical support professionals. Accomplishments include:- Established an advice-giving model through remote channels (phone, online) which supported the firm's affluent strategy resulting in increased customer satisfaction, increased revenue and lower customer attrition.- Effected a price/commission change that resulted into increased revenue, lower customer attrition and significantly shifted customer transactions from phone-based to online (gains in scalability, reduced cost-to-serve). - Implemented a contact management system which allowed for a better understanding of customers' needs and interaction patterns.- Designed and implemented a variable compensation plan for discount brokers resulting in increased productivity and greater customer satisfaction.- Managed the merging of the online support activity during various mergers, minimizing customer impact and maximizing business retention.

Master Of Business Administration - Mba

Bachelor Of Laws - Llb, Business And International Law