Sofia Sutherland Email & Phone Number

United Kingdom

• Re-designing, developing, and implementing operational control environments to ensureeffective governance, oversight, and compliance with regulatory guidance.• Managing risk exposure in accordance with the business risk appetite levels and taking thenecessary steps to rectify Published Issues.• Identifying dormant processes or controls and remapping/redesigning them to improveefficiency upon securing relevant approvals.• Performing deep dives into Ops areas to restructure and define new operational frameworks.• Managing Triage Submissions to secure appropriate stakeholder approval to rectify andremediate known risks.• Raising issues in ORAC upon securing approval, setting milestones and necessary actions tomitigate these.• Defining milestones, tasks, and actions to drive change and improve business processes bypresenting procedure changes and securing approval from senior stakeholders.• Guiding and coaching Ops Teams in new processes• Training new controls to the Controls Team• Conducting Change Impact Assessments• Conducting Control Impact Assessments• Project Manage – Coordinate and see through to completion ORAC Issues (Issue Management)by allocating tasks to various stakeholders and overseeing to completion whilst providingsupport where appropriate.• Escalation management and conflict resolution• Stakeholder Engagement and communication within the life cycle of Issues to completion tocommunicate approved changes.• Facilitating communications within different Teams and Departments• Managing stakeholder expectations and influence decisioning.• Providing consultation to the Technical-Change Team around new controls and pendingprocedures changes• Regularly reviewing Ops Procedure Guides to enable change, improve processes and complywith internal governance code.• Liaising with Strategy and Operations to influence decisioning and review best practices.• Supporting Director Led Workgroups

Northampton, England, United Kingdom

• Promoting a Cyber Security Mindset across Barclays while educating colleagues on the What and How of keeping our Organization Safe from attacks• Supporting Customers in Scams Prevention - by managing and resolving complex investigations, while reviewing queued transactions, within a Fraud-Scams environment, determining the legitimacy of Non-Plastic delayed payments by analyzing data from multiple system sources and identifying fraud-scam trends• Reducing losses and increasing prevention using a variety of detection systems and investigative skills• Logging complex scam or fraud cases upon confirmation of a payment being the result of Fraud or Scam• Maintain & exceed established standards for customer service regarding resolution of complex issues with no supervision• Supporting vulnerable customers that found themselves being the victims of Fraud or Scam• Educating Customers on the merits of using our Digital Platforms , Keeping Safe online and always staying alert regarding the latest scams and known Fraud MOs• AML monitoring in customer accounts ( Personal – Business – Wealth )• Raising SARs and completing Money Mules Referrals to prevent money laundering and 1st party fraud against the Bank , ultimately protecting the Bank from exposure into criminal activity• Recognize the latest Mos regarding Fraud-Scams-AML• Liaising with various internal departments to raise queries and close cases• Handle communications with third parties ( through UK finance or direct hybrid emails ) regarding confirmed Scam Cases• Hot-listing unconfirmed beneficiary accounts or confirmed fraudster accounts• Handling outbound customer calls• Logging and resolving complaints using problem solving skills and previous complaints experience ( LVL 1.5 )

Northampton, England, United Kingdom

• Promoting a Cyber Security Mindset across Barclays while educating colleagues on the What and How of keeping our Organization Safe from attacks• Supporting Customers throughout their complaint journey in Advocacy while managing expectations and efficiently resolving complaints, creating great experiences for our customers and contributing to customer satisfaction and retention ( LVL 2 )• Resolving Complex Queries regarding DC chargebacks, 1st or 3rd party Fraud and Social Engineering Scams by conducting full investigations, quality checking point by point previous investigations and outcomes to determine whether they needed to be overturned or not ( Plastic or Non Plastic ) Debit Card Disputes , Fraud, Scams ( Lvl 2 ) NTCs ( 62 or 1 Day Notice to Close decisions )• Managing Customer Expectations regarding timelines , outcomes and possible case overturns ( Lvl 2 )• Liaising with Solicitors , 3rd party complaint companies and providing final outcomes on Complex Complaints• Attending regular DG ( Decision Guidance ) meetings with various Fraud Management Stakeholders to present Complex Cases and influence the decision making process on High Value Cases through accurate presentation of my investigations and the current trends around the decision making process by the FOS ( Fraud – Account Closures – Scams – Vulnerability )• Adhering to and interpreting Financial Ombudsman and FCA Guidance and Recommendations, while decisioning and managing Complaints• Resolving complex Queries from receipt to the end while liaising with various departments within Barclays ( International Payments , Fraud Challenge , Dormancy , Barclaycard , Advocacy , Wealth , Premier , Bereavement , Scams , Lending , Mortgages ) and making sure to fully own an issue until resolved making sure to get it right the first time• Educating Customers on the merits of using our Digital Platforms , Keeping Safe online and always staying alert regarding the latest scams

St Albans, England, United Kingdom

• Being the first point of contact for Business Customers in need of more Support dealing with complex requests• Small Business Accounts Management• Assessing Business Customers, introducing them to Premier and Upgrading to Premier if appropriate and eligibility requirements were met to Qualifying Customers• Accounts Openings and Closures ( conducting all relevant pre & after checks , making sure all KYC procedures are followed promptly )• Fraud Prevention , Case investigation and escalation when appropriate• Complaint management , investigation and resolution ( Lvl 1 – Lvl 1.5 )• ID&V Checks - KYC Responsibilities - Credit Risk & Analysis• Managing the Branch Cash Reserves• Managing , monitoring and auditing the allocated Branch’s sundry accounts• Small Business Loans Offers• Identifying and creating opportunities for Small Businesses with Rapid Growth• Dealing with mass affluent and wealth business customers assisting their onboarding journey with Barclays

London, England, United Kingdom | Thessaloniki Greece

• Acting as the first point of contact by phone , mail or in person when establishing a new Relationship with HNWI/VIP Clients • Effectively conducting Financial , Operational , Reputational and Legal Risk reviews thoroughly assessing the circumstances of associated Clients making recommendations to the Law Firm on the suitability of each Client to be represented by the Firm • Anti – Money Laundering Reviews throughout the Relationship Cycle of every Client • Onboarding Suitable Clients and maintaining a close and strong relationship , making sure to review annual auditing reports to ensure Clients remained Compliant with the UK Standards set by Government Regulators and the Firm’s Conduct and Risk Framework in order to advise on the continuity of the Relationship • Investigating source of funds and motive for multi-million money transactions making sure they were adhering to Anti-Laundering Regulations and Financial Crime Regulations

• Leading and Managing a team of 15 Relationship Managers ( Top of Class – Elite Group ) working in the Russian – U.S – Asia office• Relationship Management and Customer Retention in a Mass Affluent & B2B environment ( Personal Liquid Assets of Over 5mil or Business Turn Over 10M )• Problem Solving – Liaising within various departments within the bank and managing important relationships with Senior Internal & External Stakeholders• Creating Opportunities for Sales – Underwriting Lending Risk and the first recommendation to the Senior Underwriting Team• Monitoring and assessing potential Financial Crime Risk Exposure ( reviewing paperwork – legitimacy of financial documents and accounting periods balance sheets ) as a Standard prior to Lending recommendations• Conducting Monthly Anti – Money Laundering Reviews on the Teams Portfolio and Monitoring the Relationship between Customers and the Bank throughout the Client Relationship Cycle• Training and educating frequently my team on the Principles of Mitigating Risk that were Set for our Department• Responding and Liaising with local and international government departments regarding various queries around newly onboarded businesses or HNWI individuals• Managing Communications and Marketing when necessary ( if for example a widely known local Business was onboarded with the Bank and we needed to make sure that this was communicated to the public the right way ) making sure to reflect and adhere around the Organization’s CSR policy

Greece

• Completion of Sales regarding Insurance & Financial products on new and existing clients• Financial Advice and Planning • Advice on Debt Restructuring on existing clients • Cross Sales to ensure Clients Costs savings • Maximizing Opportunities for Sales and ensuring that the Team was Contributing to Company’s Revenue Targets