Global Wealth Business Risk Sanctions Officer overseeing sanctions compliance across wealth businesses, and ensuring alignment with sanctions policies and regulatory requirements.

• Support planning, directing and coordination of day-to-day activities of running a program or portfolio of programs.• Apply in-depth understanding of how areas collectively integrate within the subfunction as well as coordinate and contribute to the objectives of the entire function; and, requires basic commercial awareness.• Assess creation and signoff of program plan and charter, benefits management plan, stakeholder management plan, acceptance plan, and central program issue log.• Oversee program plans meet business needs as described in the program initiation documents.• Ensure all stakeholders are identified and included in scope definition activities and understand the program schedule and key milestones.• Work with Program Sponsor to ensure business case cost benefit analysis is in line with business objectives.• Escalate program risks to the Program Director, or Program Sponsor, when appropriate.• Create the program risk management plan.• Work with procurement team to create, administer, track, and eventually close program contracts, and makes recommendations for training and development needs for assigned personnel.• Direct area supported through responsibility for delivery of end results and shared responsibility for budget management; accountable for resource planning.• Ensure essential procedures are followed and contributes to defining standards.• Appropriately assess risk when business decisions are made, demonstrating particular consideration for the firm's reputation and safeguarding Citigroup, its clients and assets, by driving compliance with applicable laws, rules and regulations, adhering to Policy, applying sound ethical judgment regarding personal behavior, conduct and business practices, and escalating, managing and reporting control issues with transparency.

• Coordinated requirements and perform testing of the sanctions screening solutions, evaluate results, maintain an audit log and facilitate the resolution of any issues that are identified, with technology partners and compliance stakeholders.• Evaluated business, functional and system design documentation of new products, changes and system enhancements to execute testing.• Designed and execute comprehensive details test plans, scenarios, and scripts incorporating a suite of pre-existent test cases.• Performed effective collection and analysis of identified problems by studying system capabilities, reviewing alternative solutions and presenting any findings/solutions to senior team members.• Executed calibration testing for the FircoSoft filter pilot program to understand the impact of the different calibration algorithm settings (i.e. enable vs disable and the impact to volume and hit rate).• Performed a series of typology testing to understand and evaluate the FircoSoft filter logic to determine the screening tolerance of the application.

• Coordinated independent quality control testing projects for key processes/systems to ensure controls are effective and in compliance with internal bank standards and applicable laws/regulations.• Focused on deepening rapport with internal business and risk partners to aid in the reduction of operational risk.• Managed the development and implementation of sustainable quality control routines to assist in the ongoing testing of key process and control effectiveness.• Communicated with the divisional Global Technology and Operations leadership regarding test engagement progress, timelines, risk detection and providing remediation suggestions as applicable.• Utilized project management skills to organize/track pertinent data related to respective engagement(s) to ensure timely execution and accuracy.• Prepared formal documentation to accurately portray and effectively communicate identified risk to senior level leaders within Global Technology and Operations.• Evaluated information such as regulatory changes and bank standards to understand business impact and ensure risk routines are adjusted accordingly.

• Travel the United States and International locations 2-3 times per month to conduct physical Site Risk Audits/Assessments. Risk assessments were conducted on all internal bank locations and also third party vendors where specific operational Line of Businesses was located. Line of Businesses included but not limited to Credit Card, Deposits, Home Loans, Executive Customer Relations (Office of the CEO), Fraud and Claims, Back Office and Social Media. Risk Assessments were focused on Information Protection, Building Security, Associate Safety, Physical Site Control, Procedural and Regulatory Compliance.• Tracked scores and data from site risk reviews and provide trending from quarter to quarter to business partners in Operational Risk, Vendor Managers and Line of Business to make recommendations for remediating open issues.• Lead Site Assessor and helped develop partnerships with site executives and leaders to discuss trends, establish action/watch items, training gaps and identify high-risk centers. Provide Line of Business partners candid feedback and coaching to improve opportunities or defects identified after site risk assessment.• Coordinated and lead Virtual meetings, call calibrations to ensure consistency in site risk assessments and scoring for call centers.• Provided analytical support in executing internal control discipline and operational excellence within a Line of Business.

• Manage a team of 16-20 claims analysts including one team leader and accountable for the day-to-day supervision of the team.• Assist employees with resolving claims and executing transactions within specific functions and provide solutions to various customer claim inquiries.• Review employee’s performance and quality metrics and identify process and performance improvement opportunities within the direct team as well as the line of business.• Ensure compliance by maintaining internal service level agreements and mitigate any potential risk by fully complying with all applicable regulations.• Provide effective feedback, coaching, training, professional development plans, and corrective action plans to assist in the developmental growth of direct reports.• Perform day-to-day analysis, research and resolution of various potential losses incurred by the team and implement new routines to mitigate risk.• Ensure compliance procedures are followed while maintaining the highest level of customer service.• Ensure compliance, accuracy and timely completion of all deliverables applicable to the line of business.

• Managed a team of 16-20 customer service representatives and responsible for the day-to-day supervision of the team.• Assisted associates with escalations and provide solutions to various customer inquiries/concerns.• Performed quality checks, develop and review performance reports, identify areas of improvement, and implement measures to improve performance levels and meet objectives.• Administrated performance management by diagnosing opportunities, providing effective feedback, coaching, training, professional development plans, and corrective action plans.• Conducted group training sessions on financial products and services. • Ensured compliance procedures are followed while maintaining the highest level of customer service.• Compiled reporting for the team/unit to assist in identifying outliers and focus on implementing effective coaching to ensure success within the site.• Communicated and assist with procedural and operational changes within the site.

• Centrally managed the execution of proactive, real time, and follow-up monitoring and interactions in support of day to day contact center operations from a 24x7x365 hub location. This is accomplished by balancing the customer demand, the associate capacity, while looking to maximize shareholder’s equity.• Tracked performance against the staffing and service plan. Call volumes, handles times, and available staff are compared to the forecast to derive net staffing counts and make real time adjustments to meet service performance standards.• Served as liaison between technology partners and the line of business senior management and maintain constant communication of any contingency event that may require real time staffing plan modification.• Managed call routing/skill changes for numerous lines of business to help mitigate poor customer experience impacts by maximizing associate’s productivity.• Provided senior leadership interval/daily communication to better enable them to manage their business and maximize the customer and associate experience.