SUMMARY:

• Accomplished professional with a success record of delivering operational goals throughout career especially from the perspective of P&L and metrics management.
• Qualified with a BS in Finance and certified in various courses such as anti - money laundering, assets and liabilities (A&L) accounting, etc.
• Exceptional with respect to audit & compliance; established a ‘spotless’ division which was recommended within various other businesses; gained recognition as ‘kingpin’ in terms of risk and regulatory affairs. Instrumental in dealing with and building the entire business while overseeing diverse functions including engineering, business planning, vendor risk, call flow, technology, e-learning, data networking, and business continuity planning.
• Skilled in collaborating with marketing and other departments to ensure alignment with business and strategic objectives.
• Game changer, especially in innovative IT improvements and developing an exclusive plan for leveraging additional overheads (revenue of $9M/month).
• Seeking truly global ventures for utilizing acquired vendor management expertise in driving top- and bottom-line benefits.

CORE COMPETENCIES:

Project/Program Coordinator-PMO Vendor Risk Assessments Process Re-engineering Release Planning & Defect Tracking IT & Operations Compliance/Governance/Audits Budget, Forecast and Planning Offering Bids, RFI/RFP Stakeholder Management IT Business Analyst IT Performance Review & Analysis Business Continuity Planning & Implementation New Vendor Evaluation/IT Supplier Oversite Change Management/Benefit Realization

COMPUTER SKILLS:

Proficient in MS Office, MS Project, Agile, LEAN, CRM, JIRA, VOIP, Nice, Avaya CRM, Genesys, Peoplesoft, Enterprise Supply Chain software, Brio, CC Pulse, Vantage, AWD, Lifecomm, csA, Citrix, Crystal Reports, VMS, Sharepoint, Cognos, LYNC, Cisco, Siemens, Nortel, Visio and WFM.

CAREER HISTORY:

Program Management Coordinator

Confidential

Responsibilities:

• Developed the PMO office for new transform level IT program initiative to expand Confidential ’s Confidential annual revenues by 150% within 5 years leveraging tools such as AGILE & MS Project.
• Oversaw all Financial activities of program including optimization of capital budget and expenses within program and 3rd party Vendors agreements. Financial point of contact for all Program level activities; Overseeing all change request for internal capital, people resources or as vendor requirements expanded.
• Point of contact for all Program updates; integration management to ensure creation, maintenance, monitoring of program level standard practices and procedures are in place.
• Develop information releases including bi-weekly program status updates to stakeholders and project sponsors within the Confidential platform.

Confidential

Third Party Oversight/Business Analyst

Responsibilities:

• Seasonal demand resource for sourcing end to end supply chain oversight bringing insights to supported business units. Influence decisions and quality/compliance controls for the negotiation, due diligence, contracting, maintenance and termination process for Tier 1-Tier 4 IT projects in admin development, L1 to L3 support and resource augmentation.
• Deliver all required management reporting, both repeated and ad hoc to provide quality information in a timely manner, including maintaining up to date and accurate system records. Contribute to all administrative requirements including the approved supplier program, contract management systems, procure to pay system; related metrics and reporting.
• Actively engaged in all levels of management and with key supplier leadership ensuring that all new software development product entering Confidential is correctly licensed and accounted for within the End-to-End life cycle management requirements.

BPO Program/Project Manager

Confidential

Responsibilities:

• Leader of a team of business analyst, project managers, SME trainers, and IT programmers to prepare a large block of business for business process outsourcing (BPO) transition.
• Total asset value of the Life Insurance & annuity block transitioning exceeded $80 Billion.
• This was the largest life insurance/annuity outsourcing service contract for Confidential to date.
• Negotiated, prepared and wrote the transition approach communications and leader of team for compiling operations business operations guidelines; Led IT preparations for 6 proprietary mainframe production systems; personnel bench strength development, process training and procedure documentation as well as release planning and defect tracking/pilot testing in advance of a total relocation of a large business segment to Confidential BPO operations.
• Accountable for setting the direction and collaboration with client’s senior leaders, subject matter experts in IT, call center, claims, policy accounting, compliance and policy services to drive project transition to outsourced production centers in US & offshore.
• Used Project management tools such as AGILE & MS Project
• Directed, tracked and tested numerous software transitions across a large array of platforms. Includes several proprietary and legacy mainframe and other supporting IT systems created 20+ years prior.
• Served as a primary contact point for IT escalations with client across several transition tracks to define issue, identify key personnel and procure technology/licensing required to resolve each issue.

Confidential

Vice President

Responsibilities:

• Leader over US vendor management for large customer Confidential, loan funding, underwriting verifications and IT support operations of Citibank’s Consumer Lending originations and IT Support. Promoted to Vice President in 2009.
• Strengthened the 3rd party BPO loan origination shared services while increasing offshore resources from 12 at start-up to over 200 at peak (over 250 with US units), as the bank’s primary consumer lending operations & IT Project support. Expanded scope of contract management from peripheral support to being the primary IT & production area for all facets of Citibank’s Consumer Lending services.
• Achieved positive audit results for both domestic & offshore contracted shared services operations, as per findings of internal auditing reviews and external Federal OCC, ARR & State banking compliance agencies. All audits were successfully reviewed for 7 consecutive years.
• Boosted Consumer Lending associates ‘voice of the employee’ annual survey results to reach among the top 5% in all company divisions with more than 85% positive responses and less than 4% negative responses.
• Partnered with marketing leaders to ensure internal & contracted staffing levels remained in balance with company’s sales forecasts while maintaining a disciplined fiscal budgeting control.
• Created a partnership of similar operations leveraging common process/IT systems to induce load balancing/work sharing with Confidential ’s Confidential mortgage division, leveraging available resources during non-peak business cycles.
• Accountable for consumer lending banking compliance controls and regulatory adherence within operational span globally. Recognized as a top shared services vendor management leader in Confidential ’s outsourced operations for strength of risk assessment audit controls in place and monthly/quarterly testing documentation.
• Developed and executed multiple process/technology improvement strategies. Promoted and led relocation of global call centers to centralized cloud level telephony strategy (VOIP) thus reducing costs and simplifying multiple site load balancing. Incorporated WFM forecasting across all 3rd party contracts to fulfill short and long-term forecasting requirements.
• Developed a strong business continuity plan that after multiple site failures proved to be one of the most prepared across all Citibank 3rd party operations. Utilized After Action Reporting (AAR) to continually improve both short and long-term business continuity preparations across all outsourcing contracts managed globally.

Assistant Vice President

Confidential

Responsibilities:

• Headed US variable annuity/financial services contact center operations and managed broker dealer IT vendor relations for one of the largest US annuity producers.
• Created vendor relationship management unit to provide enhanced troubleshooting support to Confidential ’s 40 largest annuity producers (broker/dealers).
• Increased sales effectiveness by developing a streamlined application originations flow that previously had been decentralized through Confidential multiple sales channels.
• Directed strategic initiatives for multiple call center divisions, including technology upgrades, staffing/demand modelling, back office accounting with vendors, project planning/development, training initiatives, leadership development, compliance adherence, budget/fiscal controls, sales support, and quality assurance.
• Directly engaged and negotiated with multiple large annuity producers to change negative perceptions and win back lost or at-risk broker dealer relationships. This resulted in numerous business opportunities netting millions in new acquisitions and reclaimed business.