Project Manager Financial Services

Kelly Balanca

** ******** ****, *******, ** ***** 774-***-**** *********@*****.***

https://linkedin.com/in/kelly-balanca-765017127

Versatile Finance Data Analyst

Experienced financial business and data analyst with excellent efficiency analysis, client relations, revenue generation and process improvement skills. Creative and collaborative ideation, taking personal pride and ownership of every project and assignment. Detail-oriented and adept at conflict resolution and problem-solving. Dynamic strategist with measurable market research, data mining and business solution results. Flexible and democratic team leader with planning, investigative and stakeholder success acumen. Consistently exceeds Key Performance Indicators (KPIs), goals and objectives. Exceptional at project development and execution with sound decision-making abilities. Active listener with excellent communication skills.

Core Competencies

Strategic Planning

Data Analysis

Client Management

Financial Reporting

Project Management

Training and Facilitation

Review Financial Models

SEC Regulatory Compliance

Conflict Resolution

Microsoft Office

(Advanced Excel User)

Sharepoint

Professional Experience

BNY MELLON, Westborough, MA 2011 – Present

Project Manager

Gather, disseminate asset and statistical data through internal and external channels, responding to informational requests in a timely and accurate manner and supporting strategic business goals in order to build strong relationships with customers. Manage Transfer Agency data analysis and reporting projects, ensuring all daily tasks are performed accurately and efficiently and adhering to client and regulatory Service Level Agreements (SLAs) as measured by KPI reports, breach reports and Client satisfaction surveys. Support cost reduction and profitability by creating successful operational environment from a compliance, legal and audit perspective, as measured by audit ratings, outstanding audit items, reconciliation exceptions and cost incurring errors. Implement strategic business plans to achieve corporate and business objectives. Continuously develop and improve systems and processes to meet customer and productivity requirements. Manage team to ensure client satisfaction as measured by client surveys, KPIs and SLAs. Ensure effective communication across cross-functional teams and organizations.

Compile and deliver monthly Global Operations management reports.

Analyze and report Key Risk Indicator data each month including monitoring of thresholds to report any issues; collaborate with internal and external auditors to gather information and answer questions about findings.

Perform Embedded Control/Internal Audit Review on all functions in Control Division.

Create and Maintain SharePoint site for all division procedures and reporting site creation, including creation of Parent Sites, Sub-Sites, Calendars; upload procedures, data and reports, and assignments for employees to view or maintain documents.

Audit access for various systems and highly confidential shared drives.

Responsible Team Leader for all Business Resiliency/Crisis Management issues.

PNC BANK / BNY MELLON, Westborough, MA / Pawtucket, RI 1998 – 2011

Senior Manager, Operations

Identified, recommended and developed significant, measurable process and technology improvements to generate efficiencies, reduce operational risk, and increase levels of Transfer Agency service through faster delivery and higher accuracy. Accountable for developing strategies to measurably meet or exceed expectations of staff, optimize talent retention, and maintain employee engagement for department with 3 Unit Supervisors and 30 staff members. Ensured quality of day-to-day service, meeting performance targets as defined in client Service Level Agreements (SLAs). Identified business risks and reported appropriate mitigation strategy. Implemented and managed associated development planning initiatives, established and maintained systems and controls as appropriate. Monitored and ensured SEC regulations were accurately and consistently met.

Reviewed Quality Control/Quality Assurance reports to ensure processing accuracy by staff members.

Served as main client contact for department, ensuring exceptional client service and resolving any client problems or issues.

Input all throughput and quality issues at staff level and communicate to associates as needed via Employee Development Plan.

Managed resource allocation and scheduled and performed annual employee performance review.

MILLIPORE CORPORATION, Bedford, MA 1991 – 1997

Electronics Call Center Lead

Proactively sought new ideas to achieve strategic business and financial goals. Kept quality standards and employee morale high by developing new and creative ways to keep agents motivated. Trained new employees on new products, new marketing campaigns, call protocols and how to execute outstanding customer service. Monitored all aspects of contact center and continually sought new ways to monitor quality while watching volume trends.

Assisted with product expediting to include communication with customers and following up to ensure backordered products were shipped once they became available.

Education and Certifications

Blackstone Valley Regional Vocational High School, Upton, MA

(Graduated in the top 10% of my class in the field of Information Processing)

Completed Professional Training in:

Continuous Process Improvement

Accuracy Data Transfer

Time Management

Client Focused Service

Ethical Leadership

Business Objects/DRAS

Key Risk Indicator (KRI) Training

Project Management Essentials

Risk Control Self-Assessment (RCSA) Training

Values Based Leadership for Global Client Service Delivery

Leading Thru Change

Persuasive Presentation Skills

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