Marta Marques

Experience

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  Sofitel Wanda Beijing

  Nov 2006 - Oct 2007

  Assistant Training Manager - Pre opening Hotel

  • Plan, develop and implement strategy for staff training and development, establish and maintain appropriate systems for measuring necessary aspects of staff training and development;• Liaise with other functional/departmental managers so as to understand all necessary aspects and needs of staff training and development, and to ensure they are fully informed of staff training and development objectives, purposes and achievements.• Prepare all levels of training programs from new employee orientation, customer service training technical on the job skills based training, supervisory skills training, management development training and health & safety training.• Maintain hotel training records, statistics and training & development budgets and include in a monthly training report. Show less

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  Barclays Bank

  Feb 2008 - Sept 2010

  Senior Collections Agent - Buddy Trainer

  Rated “A” at the last Performance Development evaluation;Inbound and outbound contacts with customers regarding credit issues which had potential to affect business interests with the objective of reducing and minimizing their accounts balances (i.e. bad debt, credit limits etc. within remit of the Department);Analyse correspondence (Bankrupt, Deceased, etc...) sent by customers and give them the best answer according with company policies.• When necessary established relationships with external contacts such as Solicitors, Police, Debt Collection Agencies, Liquidators etc., in order to ensure maximisation of the overall business relationship;• Provided training to colleagues in order to achieve the monthly teams target and improve individual performance. Show less

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  Citi

  Oct 2010 - May 2016

  - Working in conjunction with Client Operations Service team and Client Experience Manager, managing a portfolio of Financial Institutions (FI) Client relationships (Banks and Broker Dealers) providing additional support for the highest revenue and priority clients ensuring clients are satisfied with and trained on TTS products and services;- Expertise support / escalation point for the Client Operations Service team (20 analysts);- Client Operations relationship management at a global level;- Responsible for relationship reviews, trending analysis and identifying opportunities to improve the client experience;- Establishing, providing input and tracking operational metrics and service level requirements to achieve business goals;- Managing the internal Client at Risk process and supporting escalation resolution Development Value;- Serving as client’s advocate for process optimization; - Driving inquiry reduction and automation through process re-engineering and self-servicecapabilities;- Subject Matter Expertise:SEPA Payments Regulations and Payment Process FlowsIMPS (International Mass Payment)WorldLink Payment ServicesUK Cash Clearing (BACS, Cheque clearing, CHAPS, Faster Payments)Countries and Currencies Specifics Regulations/RequirementsOperational support and guidance on payment formatting to minimize payment rejections and reduce STP repair charges and OFAC.Payment processing, reading and clarification of Audit Trail, Payment timings, Repair reasons.Sensitive transaction monitoringInvestigations Process/Return of Funds/Unable to Apply Credits and Debits/ BCNRAML (Anti-Money Laundry) Regulations/Compliance ProcessClearance of false OFAC hits within compliance guidelines FX settlement processesElectronic Banking Systems and Citibank Payments Platforms Show less Responsibilities:Managing daily client transactions and inquiries accurately, within established deadlines, and in accordance with existing policies and procedures;Researching, following up and resolving client inquiries and problems through effective interaction with clients, bankers, investors, product specialists, operations areas, and other employees in a timely and professional manner;Researching potential (or actual) fraud situations, errors, and losses to ensure prompt and accurate resolution;Develop and maintain excellent customer contacts, supported by customer visits and calls; Show less

  • Client Experience Manager- Assistant Vice President

    Sept 2013 - May 2016

  • Client Manager Specialist, Senior Officer

    Oct 2010 - Aug 2014
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  BNP Paribas

  Nov 2016 - now

  • Senior Credit Analyst and Portfolio Manager

    Jan 2020 - now

  • Head of team - 3rd Party Collateral Management Team

    Nov 2016 - Jan 2020