Manage and develop a diverse team of staff across multiple locationsOversight of alert investigations, documentation, and reporting of researchIdentify and escalate trends/ issues/ red flags as necessary to detect money laundering / terrorist financing to senior managementManage investigations of potentially suspicious and/or high risk clients and communicate with other Citigroup AML monitoring unitsResearch and record evidence from various data sources… Show more Manage and develop a diverse team of staff across multiple locationsOversight of alert investigations, documentation, and reporting of researchIdentify and escalate trends/ issues/ red flags as necessary to detect money laundering / terrorist financing to senior managementManage investigations of potentially suspicious and/or high risk clients and communicate with other Citigroup AML monitoring unitsResearch and record evidence from various data sources usedCommunicate and negotiate with other areas of the businessAppropriately 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, as well as effectively supervise the activity of others and create accountability with those who fail to maintain these standards. Show less

AML Compliance Officer

 Performs name and account based research on lists and reports provided through established resources to determine if evidence of money laundering activities exist Evaluates transactions and customer relationships for money laundering activities, identifies red flag issues and escalates within the AML framework for further investigation Maintains familiarity with appropriate investigation techniques to support AML activities, including research utilizing bank systems, intranet… Show more  Performs name and account based research on lists and reports provided through established resources to determine if evidence of money laundering activities exist Evaluates transactions and customer relationships for money laundering activities, identifies red flag issues and escalates within the AML framework for further investigation Maintains familiarity with appropriate investigation techniques to support AML activities, including research utilizing bank systems, intranet, internet and external vendor solutions as appropriate Will effectively communicate within the AML Compliance organization and across other areas in HNAH, effectively conveying key information to both internal and external audiences as appropriate Provide additional support with the AML compliance organization on more complex issues, including research techniques and capabilities, as well other solutions as appropriate Show less

• Build and maintain relationship with offshore Contact Centre’s through coaching and training interactions set the stage for a long term relationship. • Measurements include direct observation of coaching sessions by the GSC leadership team and from the Global Operations team.• Identify areas of opportunity for international sites, such as make recommendations for improvement and effectively integrate communication changes and policies to provide customer and site… Show more • Build and maintain relationship with offshore Contact Centre’s through coaching and training interactions set the stage for a long term relationship. • Measurements include direct observation of coaching sessions by the GSC leadership team and from the Global Operations team.• Identify areas of opportunity for international sites, such as make recommendations for improvement and effectively integrate communication changes and policies to provide customer and site consistency.• Lead and develop an effective team through communication, performance management, development plans and reward recognition.• Attend to employee management task such as coaching, developing, evaluating, and creating goals.• Facilitate and present operations information or skill development courses in a classroom environment using documentation provided by the sponsoring business unit or the training department. Show less

• Build and maintain relationship with offshore Contact Centre’s through coaching and training interactions set the stage for a long term relationship. • Measurements include direct observation of coaching sessions by the GSC leadership team and from the Global Operations team.• Identify areas of opportunity at the overseas site, such as make recommendations for improvement and effectively integrate and communication changes and policies to provide customer and site… Show more • Build and maintain relationship with offshore Contact Centre’s through coaching and training interactions set the stage for a long term relationship. • Measurements include direct observation of coaching sessions by the GSC leadership team and from the Global Operations team.• Identify areas of opportunity at the overseas site, such as make recommendations for improvement and effectively integrate and communication changes and policies to provide customer and site consistency.• Lead and develop an effective team through communication, performance management, development plans and reward recognition.• Attend to employee management task such as coaching, developing, evaluating, and creating goals.• Facilitate and present operations information or skill development courses in a classroom environment using documentation provided by the sponsoring business unit or the training departmentKey Accomplishments:* Successfully supported 5 international sites remotely and through site visits for the past 4 years (Philippines (2), India (2), Mexico City)* Rolled out a Customer Experience skill builder in all sites which improved Voice of the Customer (VOC) scores by (500 basis points) Show less

 Responsible for delivery of quality technology solutions that meet business needs in a timely manner.  Managed over ten releases with an annual development budget of over $370,000, consistently delivering business needs on time and on cost. Utilized corporate RBPM to manage and control project risks including Business requirements, User Testing (Mercury Quality Testing), and implementation plans. Acted as liaison between Business and Developers management to effectively… Show more  Responsible for delivery of quality technology solutions that meet business needs in a timely manner.  Managed over ten releases with an annual development budget of over $370,000, consistently delivering business needs on time and on cost. Utilized corporate RBPM to manage and control project risks including Business requirements, User Testing (Mercury Quality Testing), and implementation plans. Acted as liaison between Business and Developers management to effectively escalate and address project issues in a positive and timely manner.Key Accomplishments: With in the 10 release was able to save the business 7 FTE and increase revenue by 1.5M Completed Course “Quality for Project Managers” and “Requirements Management: A Key to Project Success” (45 credits towards PMP certification) Show less

 Reached and exceeded agency group sales, growth and service targets through the development and management of agency team consisting of 35 Sales Agents and 126 branches within 3 states; Trained and coached 328 new and existing Account Executives within all branches.  Oversaw sales and operational plans ensuring 100% agent coverage; high quality sales and service; and compliance with statutory, regulatory and HSBC Insurance requirements. Maintained all required records, and provided… Show more  Reached and exceeded agency group sales, growth and service targets through the development and management of agency team consisting of 35 Sales Agents and 126 branches within 3 states; Trained and coached 328 new and existing Account Executives within all branches.  Oversaw sales and operational plans ensuring 100% agent coverage; high quality sales and service; and compliance with statutory, regulatory and HSBC Insurance requirements. Maintained all required records, and provided ongoing reporting, monitoring and analysis of key metrics for senior management and sales agents; Partnered with appropriate management in resolving employee relations issues regarding professionalism, ethical behavior, and diversity.Key Accomplishments: First region to finish #1 in August and September 2007 with the highest rate of appointments kept (kept%). First region in September 2007 to be #1 in two key metrics: Appointment Set Rate (ASR) and Kept %. Show less

 Served as the liaison in 9 states for external partner (AIG) and internal business groups within HSBC Insurance Agency overseeing lead generation and sales productivity. Managed day to day relationships with internal and external strategic partners to ensure product knowledge and long term business strategies. Established metrics to analyze and track performance of partner initiatives. Created Agent Management Plan to ensure customer service coverage in all partner… Show more  Served as the liaison in 9 states for external partner (AIG) and internal business groups within HSBC Insurance Agency overseeing lead generation and sales productivity. Managed day to day relationships with internal and external strategic partners to ensure product knowledge and long term business strategies. Established metrics to analyze and track performance of partner initiatives. Created Agent Management Plan to ensure customer service coverage in all partner locations. Key Accomplishments: Received company recognition for being personally responsible for the generation of 8,700 appointments resulting in $2.1 Million in annualized premium through mid-year 2007. Developed a nationwide rollout program of the Agency’s Face to Face Initiative which significantly increased the scope of HSBC’s consumer lending network. Show less

 Conducted full needs assessment with Philadelphia, PA customers to recommend appropriate insurance products and services. Worked with Agency team to create best practices for existing agents to achieve targets in the full range of HSBC Insurance products and services.  Documented and tracked short term and long range prospecting plans, daily, weekly and monthly record of activities, and generated weekly reports for senior management.Key Accomplishments: Recognized as the… Show more  Conducted full needs assessment with Philadelphia, PA customers to recommend appropriate insurance products and services. Worked with Agency team to create best practices for existing agents to achieve targets in the full range of HSBC Insurance products and services.  Documented and tracked short term and long range prospecting plans, daily, weekly and monthly record of activities, and generated weekly reports for senior management.Key Accomplishments: Recognized as the top agent from November 2005 to April 2006 for generating the highest volume of sales and premiums.  Credited in company newsletter (April 2006) as being a driving force behind the Agency’s Strategy, and acknowledged for being a key player in bringing the Agency’s expansion partner, AIG, on board. Show less

 Managed, developed and coached 9 retention, claim and customer service representatives and managed daily sales and service activities to ensure achievement of service level agreement goals. Ensured customer concerns were addressed timely and professionally, and resolved difficult service issues.  Monitored operational statistics, and conducted weekly quality checks. Collaborated with other business units to implement new systems for generating sales opportunities through the… Show more  Managed, developed and coached 9 retention, claim and customer service representatives and managed daily sales and service activities to ensure achievement of service level agreement goals. Ensured customer concerns were addressed timely and professionally, and resolved difficult service issues.  Monitored operational statistics, and conducted weekly quality checks. Collaborated with other business units to implement new systems for generating sales opportunities through the call center.Key Accomplishments: Supported the launching of call center in Vizag, India. Spent 6 weeks in India conducting quality and compliance training for 20 Customer Service Representatives, and mentored representatives during start-up operations.  Developed and rolled out a formal coaching program that is currently used globally and has yielded a 27% increase in representative save rates. Show less