Experience

Meta Payment Systems
• Director Workforce Management


MetaBank

• Singapore
• Blockchain Services
• 1 - 100 Employee

• Director of Workforce Management

  • May 2015 - Present

  Created reporting structure to capture operational production metrics. Prior to arrival, there were no metrics that identified how each of the operational areas were performing or how to manage workflow. Currently, my team produces 18 daily operational reports, 7 weekly reports and 9 monthly reports.  Led initiative to implement Key Risk Indicators and Key Performance Indicators to ensure important indicators are being monitored.  Developed capacity plans for each… Show more Created reporting structure to capture operational production metrics. Prior to arrival, there were no metrics that identified how each of the operational areas were performing or how to manage workflow. Currently, my team produces 18 daily operational reports, 7 weekly reports and 9 monthly reports.  Led initiative to implement Key Risk Indicators and Key Performance Indicators to ensure important indicators are being monitored.  Developed capacity plans for each operational area to determine resource needs and create sound budgets. These models are utilized to justify hiring and staffing decisions.  Assist in the creation of the operational budgets and provide explanations for all variances over the threshold.  Oversee the Actimize Anti-Money Laundering (AML) and Fraud Detection system that monitors over 4.5MM transactions daily.  Managed 11-month project to upgrade the Actimize AML system from an outdated and obsolete version to most recent version of the model.  Supervise team that provides requirements for all new projects or initiatives.  Analyze fraud and money laundering trends to minimize operational expenses and loss while maintaining companies risk appetite.  Manage the Actimize Master Service Agreement and annual maintenance contract. Show less Created reporting structure to capture operational production metrics. Prior to arrival, there were no metrics that identified how each of the operational areas were performing or how to manage workflow. Currently, my team produces 18 daily operational reports, 7 weekly reports and 9 monthly reports.  Led initiative to implement Key Risk Indicators and Key Performance Indicators to ensure important indicators are being monitored.  Developed capacity plans for each… Show more Created reporting structure to capture operational production metrics. Prior to arrival, there were no metrics that identified how each of the operational areas were performing or how to manage workflow. Currently, my team produces 18 daily operational reports, 7 weekly reports and 9 monthly reports.  Led initiative to implement Key Risk Indicators and Key Performance Indicators to ensure important indicators are being monitored.  Developed capacity plans for each operational area to determine resource needs and create sound budgets. These models are utilized to justify hiring and staffing decisions.  Assist in the creation of the operational budgets and provide explanations for all variances over the threshold.  Oversee the Actimize Anti-Money Laundering (AML) and Fraud Detection system that monitors over 4.5MM transactions daily.  Managed 11-month project to upgrade the Actimize AML system from an outdated and obsolete version to most recent version of the model.  Supervise team that provides requirements for all new projects or initiatives.  Analyze fraud and money laundering trends to minimize operational expenses and loss while maintaining companies risk appetite.  Manage the Actimize Master Service Agreement and annual maintenance contract. Show less



Citi

• Mexico
• IT Services and IT Consulting
• 100 - 200 Employee

• Identity Theft Fraud Policy Manager

  • Aug 2013 - May 2015

• Identity Theft Fraud Policy Manager

  • Aug 2013 - May 2015

  Managed the Citibank Identity Theft fraud policy group. Reduced Annual Identity Theft loss budget by $3MM in two years. Identified emerging fraud trends and recommended rules to manage the risk of further financial losses while balancing the potential impacts to customers.  Worked with external technology companies to implement new tools to mitigate online application fraud by detecting suspicious IP addresses and device ID’s. Managed all the rules and rule settings within the… Show more Managed the Citibank Identity Theft fraud policy group. Reduced Annual Identity Theft loss budget by $3MM in two years. Identified emerging fraud trends and recommended rules to manage the risk of further financial losses while balancing the potential impacts to customers.  Worked with external technology companies to implement new tools to mitigate online application fraud by detecting suspicious IP addresses and device ID’s. Managed all the rules and rule settings within the application and quickly implemented new rules based upon data gathered from fraud losses.  Implemented new application process to systemically clear false positive name matches based upon scores received from two different vendors and reduced manual exceptions by 12% in year one.  Managed the contracts of Lexis Nexis, Innovis and Iovation for Citibank’s identity theft tools.



The Student Loan Corporation

• United States
• Financial Services

• Director of Front-End Operations

  • 2006 - 2010

  Oversight and direction for the FFELP, PLUS, CitiAssist, Loan Consolidation and K-12 loan Originations, the Cash Disbursements Unit, Customer Service Phones, Mailroom, Training and Statement rendition relationship encompassing a $25MM budget and 425+ staff  Provided leadership for executing and implementing new business initiatives, including: instituting a Loan Consolidation Counter offer program that saved $41MM in loan balances, transitioning a function from a higher cost legacy site… Show more Oversight and direction for the FFELP, PLUS, CitiAssist, Loan Consolidation and K-12 loan Originations, the Cash Disbursements Unit, Customer Service Phones, Mailroom, Training and Statement rendition relationship encompassing a $25MM budget and 425+ staff  Provided leadership for executing and implementing new business initiatives, including: instituting a Loan Consolidation Counter offer program that saved $41MM in loan balances, transitioning a function from a higher cost legacy site to South Dakota that resulted in annual savings of $170M, and implementing a digital imaging solution for process workflow and document retention.  Confidentially gathered data, performed unit cost analysis and delivered requirements for operating a student loan portfolio. My manager and I were the only Student Loan Employees responsible for covering all materials related to operations and the eventual sale of The Student Loan Corporation to Discover

• Relationship Manager

  • 2004 - 2006

  Managed strategies around Federal Loan Consolidation leading to over $2B in loan volume per year. Ran the asset sale that garnered $400M for a portfolio of written off loans. Built a strong partnership between The Student Loan Corporation and Citibank to help realize one of the lowest operating margins in the industry, while maintaining high customer satisfaction scores.  Managed all internal and external audits with satisfactory ratings.

• Financial Business Analyst

  • 2001 - 2004

  Created capacity plans and financial budgets for Citibank’s operational units, including: Security/Fraud Application, Student Loans, Customer Service back office and Customer Service phones departments.  Developed variance and unit cost analysis to explain monthly and yearly differences.  Provided confidential support, analysis and recommendations for the transition of the Associates business into Citibank’s core structure. Created capacity plans and financial budgets for Citibank’s operational units, including: Security/Fraud Application, Student Loans, Customer Service back office and Customer Service phones departments.  Developed variance and unit cost analysis to explain monthly and yearly differences.  Provided confidential support, analysis and recommendations for the transition of the Associates business into Citibank’s core structure.