Independent Senior Operational Risk Manager (2LOD) for US Consumer Banking with oversight and challenge specific to Branch, Business Banking, Deposits, Retail Payments and Mortgage. Ambassador for improved Risk and Control oversight routines to include promotion and emphasis on Preventative/Automated vs. Detective/Manual Controls, effective Governance routines (e.g. Operational Risk Forums), Risk Identification (KRI/KI), Scenario Analysis, Risk Appetite and RSCA programs.

Independent Senior Operational Risk Manager (2LOD) for US Consumer Mortgage and Global Third-Party Risk Oversight coverage lead. Developed and embedded improved Risk and Control oversight routines to include emphasis on Preventative/Automated Controls, Governance, and lead US level (all Products) Risk Identification (self-id issues, KOR/KI), Risk Appetite assessments and RSCA programs. Additional efforts also yielded improved Third-Party Risk oversight programs which include Financial Health scorecards, Concentration Risk monitoring, standard contract controls and onboarding due diligence and risk assessments. Established structured reporting routines with CRO, Board and Regulators to discuss Risk Profile(s) and direction of risk with emphasis on Path to Strong where breach or above risk appetite.

Independent Senior Operational Risk Manager (2LOD) with coverage responsibility for Citi’s Consumer Banking businesses (Retail Banking, Small Business, ATM Channel, Consumer Operations, US Digital). Role included effective challenge of first line or business level execution of Operational Risk framework activities and requirements such as Risk, Control, Self-Assessment, Scenario Analysis, KOR/KI identification, monitoring and reporting, Operational Loss review (internal and external), Lessons Learned and Near Miss. Direct interface to regulators (OCC and FRB) and US business heads for routine Operational Risk reporting updates or escalations. Recognized for developing improved and standardized reporting for Lessons Learned, Operational Risk Reviews and Risk, Control Self-Assessment (RCSA) challenge for US. Serve as a primary point of contact for routine reporting of Ops Risk updates to regulators while also leading Audit and Exam Management. Implemented improved procedures to strengthen Controls related to Conduct Risk and Sales Practices, Third Party and Technology risks within US Consumer businesses as part of self-assessment process. Voting member in Consumer Risk and Control Committee for challenge or Risk ID, appetite breaches, escalations, issue management and loss attestations. Led oversight of 1LOD execution of Citi’s transition of RCSA activities under Governance, Risk and Compliance (GRC) Simplification strategy for Global Consumer Banking (includes business oversight for timely and successful transition to standardized risk taxonomy and connectivity to other framework elements such as loss and issue mapping, and dependency tagging).

Independent Compliance Risk Head (2LOD) with dual reporting responsibilities within Global Consumer Independent Compliance Risk Management leading Global Programs (RCSA, Risk Appetite, Regulatory Change) and Mortgage. • Compliance Program Management Head - Developed and implemented improved Compliance Annual Risk Assessment programs, strengthened Compliance Risk Appetite Framework and led creation of improved Compliance Risk RCSA program for Global Consumer Banking coverage. • Mortgage - Served as primary interface and advisor to Mortgage CEO and set direction for policies, procedures and process execution in accordance with US regulations, rules and laws. Provided an advisory service to the business through active participation in control related governance forums as well as process reviews. Developed and implemented policies and procedures that defined the regulatory and fiduciary standards and requirements applicable to the various lines of business in the US. Oversaw the effective transition of US Consumer Mortgage servicing to third party provider (Cenlar) by ensuring appropriate control related contract provisions to align with continuous monitoring and reporting. Key driver in business level implementation of new CFPB mortgage servicing rules which were completed on time. Established and led implementation of improved reporting routines with external regulators (OCC, FRB & CFPB) to proactively review consumer impacting issues with proposed remediation plans.

Independent Senior Operational Risk Manager for US Consumer (2LOD) responsible for credible and effective oversight of first line or business level execution of framework activities such as Scenario Analysis, KOR/KI identification, monitoring and reporting, Operational Loss review (internal and external), Lessons Learned, Near Miss and RCSA. Successful oversight and closure of Mortgage Consent Order with direct interface to regulators (OCC and FRB) and US business heads for routine Operational Risk reporting updates and escalations. Recognized for developing improved KOR/KI programs for proactive Risk Identification, embedding Scenario Analysis programs and implementing Lessons Learned and Advanced Root Cause analysis programs which were adopted more broadly across the firm. Served as conduit to regulators for exam management activities and established Quarterly BAU reporting routines with OCC, CFPB and Fed.

Director of Operational Risk Oversight (1LOD) for US Consumer Mortgage business with responsibility to implement effective controls programs in alignment with Enterprise Risk Management Framework. Led improvements in preventative controls and more real time risk monitoring to detect breaks or deficiencies sooner and address gaps with effective corrective action plans. Implemented an enhanced level risk identification tools viz. KOR and KRI reporting MIS to include improved set of E2E QA metrics and in-business QC testing to inform board level and regulatory reporting. Improved Annual Risk Assessment processes to identify critical breakpoints and accelerate remediation. Identified control improvements in Loss Mitigation, Collections and DPC which led to closure of IA and Regulatory issues. Established improved Operational Loss monitoring routines which included standardized back testing templates/questionnaires to ensure the control environment properly addressed any deficiencies. Provided challenge for Consent Order related remediation plans of Committee review and approval in support of ongoing consent order deliverables and tracking. Outputs were presented to OCC and CFPB quarterly. Chaired Citi Operational Risk Committee (now known as BRCC) and Real Estate Operational Steering Committee for North America ahead of Board level updates. Implemented expanded scope of coverage in governance forums to ensure that BEICF, Risk Capital, CCAR review, Ops Loss Attestation, and Corrective Action metrics were added to scope and charters. Established Risk, Third Party Oversight and External Loss Event advisory forums as part of the enhanced first LOD oversight.

Led business process outsourcing program which provided BK, Foreclosure and Loss Mitigation programs for G-SIB banks and mortgage servicing businesses through a diverse network of Law Firms nationwide. Also led a team of 10 FTE who supported bank forbearance programs based on government sponsored relief efforts.

Developed and led intake program for HELOC and FREHL consumers which was supported by 20 FTE. Established improved intake function as well as processing of modification requests through to fulfillment and boarding. Brought backlog of Fannie/Freddie consumers upwards of 20,000+ in pipeline/queue current and operationalized the process as future BAU.

Wholesale mortgage acquisition and operations

Consumer Financial Services - Consumer Lending and Servicing