Manager Customer Service

Research and Analysis - Leadership and Team Building – Process Improvement – Strategic Planning and Implementation – Excellent Communication Skills

Qualifications Profile

Results-oriented and dedicated professional, with comprehensive work experience in risk management and operations management functions. Strong interpersonal, problem-solving, analytical, and organizational skills. Effective at multitasking in a fast-paced environment. Outstanding track record of analyzing and improving business processes, procedures, and optimizing productivity. Technically proficient in Microsoft Excel, Word, and PowerPoint.

Professional Experience

The Bank of New York Mellon, New York, NY 2006-2019

Information Risk Officer, Vice President Corporate Senior Information Risk Office 2009-2019

Identified, assessed, and evaluated risks across various business lines through the analysis and reporting of key metrics, systems access reviews, and internal/external audit coordination

Worked with Vendor Technology Risk and LOB representatives, to ensure the accurate and timely completion of vendor risk assessments and the appropriate alignment of control requirements

Assisted in client cyber preparedness sessions and table-top exercises

Responsible for providing guidance to various business lines, regarding filing incident reports and data classification, as well as ensuring business awareness of all related confidentiality responsibilities

Supported various businesses with the execution and delivery of business and information risk management projects, and performed user-acceptance testing

Oversight and maintenance of records management for the Corporate Senior Information Risk Office

Worked with Internal Controls to ensure all audit concerns for SOC 1 applications were addressed and corrected in a timely manner

Information Security Officer, Vice President Alternative Investment Services 2009-2019

Managed staff of 4 Information Security Administrators responsible for granting, modifying, and terminating systems access rights, using defined profiles consistent with each job function

Monitored user privileges, violations, and securities reports

Performed investigations and responded to audit issues related to user access

Document Imaging Manager, Vice President Alternative Investment Services 2006-2009

Managed staff of 9 Document Imaging Specialists, ensuring all documentation was processed accurately and timely

Proactively analyzed the overall imaging process and identified opportunities for improvement, which resulted in a 50% decrease in processing time once implemented

Ensured document storage website was meticulously maintained to meet client expectations

Maintained daily production logs and weekly/monthly MIS, and provided to senior management

Participated in all routine system testing and assisted in the implementation of various enhancements, to provide a more user-friendly system for clients

Wire Control Team Manager, Vice President Alternative Investment Services 2006-2009

Led team of 4, responsible for all Alternative Investment funds transfers, reviews, and reconciliations

Verified wire packages, supporting documentation, client instructions, and authorizations for completeness and accuracy

Investigated wire related issues, such as recalls, traces, rejected/returned wires, and unapplied funds

Ensured that Wire Control Administrators followed bank procedures and met deadlines in a timely manner

Worked with internal and external audit, as appropriate

citigroup, New York, NY 2004-2006

Client Service Manager- Prime Broker Fixed Income Hedge Funds

Coordinated and managed the daily settlements of client accounts, while ensuring that they were in compliance with firm policy and regulatory requirements

Handled settlements in multicurrency securities and multicurrency fund transfers

Completed daily reconciliations of client accounts, and identified/resolved any differences attributed to cash or collateral out of balances and failed resolutions

Interacted daily with Prime Broker clients and sales desk, as well as clearance, dividends, reorg areas, etc.

Coordinated and tested new system enhancements

Additional Professional Experience

Bank of Tokyo Mitsubishi, New York, NY

Securities Lending Operations Manager, Assistant Vice President

Managed Securities Lending International staff, responsible for settlements of all Global Securities Lending Operations and Custody activity

Ensured strict control of all International Securities Lending transactions

Maintained Securities Lending systems (World Clear, SWIFT, etc.)

Developed and implemented procedures for lending Japanese equities, Triparty Eurobonds, and Mortgaged-Backed Securities

JP Morgan Chase, New York, NY

Business Analyst Investor Services, Assistant Vice President

Global management and coordination of strategic and operational issues

Analyzed the reengineering of workflows and the implementation of new systems for the Advisory Services Group and Investor Services, specializing in Mortgaged-Backed Securities, Governments, Equities, and Corporate Bonds

Liaised with all levels of Investor Services Management to ensure that systems met users’ needs and directly supported business goals of providing cost justified, high-quality customer service

SWIFT implementation of clients on multiple message types specifically for Fixed Income products

Assisted in the development of a new front-end system for processing Mortgage-Backed Securities, Governments, Corporates, Repos, Derivatives, etc.

Team Leader, Assistant Treasurer

Managed staff of 6 Customer Service Trade Administrators with responsibility for daily trade settlement and cash management for 120 pension fund accounts with U.S., European, Asian, and Fixed Income Securities trading activity

Reviewed all trades, foreign exchanges, corporate actions, and cash movements to ensure accurate and timely processing

Responsible for the oversight of monthly reporting, including overdrafts, idle cash, general ledgers, trade volumes, and failed trades

Education

Bachelor of Business Administration (BBA) in Marketing Pace University lubin school of business nyc

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