Luz Velasco

Experience

• 

  Citi

  Apr 1996 - now

  . Manage engagements with regional stakeholders: SLT, business and compliance and AML FIU Operations team.· Oversee Regional MIS team of 7, balance their BoW, authorize weekly time and vacations, hold weekly staff meetings and biweekly 1:1s. Foster collaboration among teams.· Implemented data validation for delivery of accurate reports.· Represent Regional team in forums where our reports are highlighted. · Support leadership working towards automatization and consolidation of reports· Clear assessment of urgency. Held team standards on SLAs for delivering timely deliverables to R&C.· Oversee engagement with LATAM stakeholders from 17 LATAM countries and 3 NAM segments as well as responsible for ensuring quality service is delivered. Standardized engagements and look and feel of documents.· Participated on interview and selection process for 3 positions within the team.· Timely revision and approval of 30 monthly governance decks and documents.· Collaborate with local and global MIS BI teams, in addition to all other teams under Global MIS. Manage periodic formal conversations to review improvement to processes and implement best practices.· Implemented best practices, i.e., OoO roster, communication, acknowledgement of MIS requests, Sunset of Reports· Shared best practices and relevant communications with Global MIS management team, i.e., interviews guidelines, Degree, RtoO expectations, Citi podcast, and other.· Create a culture of curiosity and questioning of the status quo among the team to identify learning opportunities, standardize and become more efficient.· Maintain all auditable documentation (Minutes) in SharePoint and make them available as per Risk & Control requests.· Supported Sr VP functions when manager was unavailable or during vacations.· Coordinated MIS Global Townhalls Show less •Primary contact for AML North America and LATAM as well as responsible for ensuring quality service is delivered. •Act as liaison between LATAM and Caribbean countries compliance officers (internal clients) and the Tampa Hub for issues' identification, eradication, and resolution. •Classify and make comparison analysis to benchmark Customer Service Model within and outside Citi. Make recommendations for implementation.•Identify opportunities to improve overall efficiency and overall client satisfaction through an improved client experience. •Analyze root causes of issues and feedback information to the operations teams for continuous improvement. •Developed solid working relationships with Hub’s personnel of all operations to achieve highest standards of client service. Demonstrated success in achieving this thru documented feedback.•Participate in short and long term projects; Perform support functions for the unit. ProjectsActively participated with local, regional and global owners on Global VH GSOM roll out. Contacted all VH managers and owners to provide clarifications, provide guidance and obtain ‘attestations' for the GSOM roll out. Accomplished this through regularly scheduled conferences calls with follow up detailed communication via emails of action items, work in progress and completed items. Adapted to the changes made to the heatmap and deliverables by global owners and continued working diligently towards the completion of the heatmap.Coordinated meetings, made research and created presentations to achieve completion of CSE Benchmark research. Show less •Responsible for opening and maintaining Citibank accounts for Corporate and FI clients in Venezuela. Total group of clients accounted for $30MM in revenues for 2008. 40 new accounts were opened in 2008, 27 in 2009 and 37 in 2010. Of the 490 Citibank NY accounts in Venezuela we have accessed 349 clients for reasons that require maintenance, investment, and openings •Presented customized sales proposals to prospective clients, local RMs, Product Manager in Venezuela•Assist client with preparation of documentation pertinent to new account. Process takes weeks to months•Coordinate with local RM on legal processes necessary to open and maintain accounts •Communicate internally with ACASH and overseas personnel to provide prompt and accurate completion of documentation processes for maintenance and closings of accounts•Review overdraft report and contact clients for collection of funds •Contact clients regarding investment products, prepare documentation, implement investment requests •Aid clients with urgent investigations regarding status of transfers•Authorize Customer Service Center to perform investigations for clients without signed agreement•Proficient in PEGA, Citidirect, CitiDocs systems needed to get everyday duties accomplished•Serve as back up on any of the team member’s absence which requires mastery of all department duties•Provide a level of flexibility and professional service that reflects my commitment to taking ownership of the process and far exceeding client’s expectations•Developed excellent working relationships with clients, Tampa teammates and overseas in a frequently challenging and difficult environment•Conduct quarterly audit reviewing files and brainstorming new ways to improve processesProjectsParticipating on the migration of Time Deposits from Venezuela Treasury Desk to Colombia. This task will increase the revenue for Citibank NY by about 100MM. Show less •Authorized Import/ Export LC’s for 19 Citibank branches in Latin America, Caribbean, Canada •Monitor queues and distribute workload on Senior Specialist absence•Updated team members regarding new system and procedure changes on own initiative•Developed excellent working relationships and rapport with all internal and external customers•Conducted quarterly self-assessment audit of transactionsProjectsPerformed UAT - Key member on project testing of worldwide trade program designed to impact effectiveness of process operations worldwide Seminar Instructor - Selected to participate as instructor on seminars for Branch representatives providing an overview of our products and processes. Provided expertise in operational systems and gave recommendations from the trade processing point of view COB - Provided training to E-serve for COB coverage for Imports and Exports, coordinated tests, collected and reported results Show less

  • Senior VP - Partner Engagement, Governance and Reporting Manager - Americas MIS

    Jan 2023 - now

  • VP - Partner Engagement, Governance and Reporting Manager / Senior VP Interim since Sept 2022

    Sept 2021 - Dec 2022

  • VP - AML Partner Engagement Manager

    Jun 2011 - Aug 2021

  • Senior, Client Services Officer, FI Accounts

    Nov 2009 - Jun 2011

  • Junior Relationship Manager, Offshore Accounts

    Mar 2006 - Jun 2011

  • Senior Service Representative, Trade Initiation, Latin American Trade

    Apr 1996 - Mar 2006