Experience

• 

  Citi

  Apr 1997 - now

  • Responsible for coordinating and intermediating Internal Audit requests and deliverables, dealing directly with Senior Auditors and Audit Coordinators for both Miami, New York and Brazil On Shore Office.• Deputy to the Global Marketing Managers of Latin America North, Latin America South and Brazil On Shore, to approve certain transactions (i.e. Over Draft Interest Charges, KYC Know Your Client approvals, Account Opening Documentation Exceptions, etc..).• Deputy to the Head of Service and Infrastructure for Latin America, to approve certain transactions (Data Feed Agreements, Travel Rule Regulation items).• Responsible for executing COB Continuity of Business Plan for Miami, New York and Brazil On Shore Offices.• Training coordinator for new hires for New York, Miami and Brazil On Shore Offices• Actively Support to Global Marketing Managers, Chief Administrative Officers and Client Service & Infrastructure Head ensuring they have proper information to develop their functions and appropriate client service for their respective Businesses growth.• Assess exceptions escalated and business risk items, review/approve/reject/escalate as applicable any deficiencies, operating losses, temporary overdrafts to assist client resolution.• Participate in service-related process improvements, streamline and ensure workflow procedures are properly documented, revised accordingly, kept up to date and staff properly trained• Manage the team and day to day having Compliance Policy and Procedures as a parameter to be aligned with sanctions requirements • Thoroughly understands and applies all Citi Private Bank Policies and processes, propose/implement changes as needed. Comply with all Policies, regulations and procedures, AML/KYC (Anti-Money Laundering and Know your Client) Policies and procedures before execution. Show less • Manage twenty (20) professionals, including three (3) Vice President Level Client Service Officer/Account Senior Managers, ten (10) Assistant Vice President Client Senior Service Officers, five (5) Client Service Officers, and two (2) Control Unit Analysts • Work with Brazilian local onshore and offshore book of businesses in the Caribbean, Central American, Colombian, and Venezuelan Markets, and referred business for the Citibank N.A. New York booking center for the LATAM offshore business.• Ensure proper controls are in place, processes are in compliance with bank policies and regulations to alleviate risk to the institution for the protection of the clients, achieve satisfactory audit ratings, and that Brazil and offshore (US, Swiss, and UK) regulatory requirements are met.• Supervise client services for the Private Bank product offering (banking, lending, fiduciary services – wealth planning/trust, capital markets, custody, investments, and operational processes) for local booking and international offshore booking business.• Ensure procedures are in compliance with federal/banking regulations; review control reports for action plans timeliness to minimize deficiencies/riskMajor accomplishments• Instrumental in the day-to-day operations of the Divestiture Project, after the sale of Consumer Bank in Brazil with transfer of client assets, migration investments, account packages to the new business model.• Lead the Brazil onshore project for private bank clients who filed for Brazil Tax Amnesty for their local onshore and offshore booked accounts with Citibank N.A., ensuring proper client financials reported on swift messages, receipt of local government receipts received for amnesty tracking in compliance with CPB Global Tax Transparency policy and procedures. Show less • Supported the Banker on client’s attendance with diverse requests and investments, both in On Shore and Offshore markets.• Interacted with the ICs to better deliver the investments solutions to the client.• Developed good understanding of the client base to support Banker deepening of existing relationships.• Supported Banker on the decisions, strategy, and portfolio allocation for the clients.• Interfaced between the Banker and SO.• Participated in client`s meetings to discuss investment alternatives.• Interacted with employees in diverse departments, both locally and in other booking centers (US, Swiss and UK), to guide and help SO and assure the completion and timely delivery of the services. Show less • Created a partnership with the Private Banker Team to help clients achieve wealth management objectives• Developed good understanding of client base to support Banker on delivering the proposed services• Collaborated with Product Specialists and transaction support staff to implement client decisions• Assisted Banker in executing sales strategies and post-sales maintenance• Participated in client`s meetings to discuss operational issues• Proactively managed operational tasks, ensuring the successful completion of all transactions• Identified ways to streamline internal processes to make them more efficient• Trained and coached new Service Officers Show less

  • Americas Client Complaint Head

    Mar 2024 - now

  • Service Team Manager

    Feb 2022 - May 2024

  • Service Team Manager

    Mar 2015 - Feb 2022

  • Senior Relationship Officer

    Jul 2010 - Mar 2015

  • Senior Service Officer

    Apr 1997 - Jul 2010