Customer Service Compliance Officer

Joseph M. Machado

Westwood, MA, ***** (C)781-***-****

E-mail: ********@*****.***

PROFESSIONAL EXPERIENCE

Private Bankers Life and Annuity Ltd, Bermuda January 2018 – January 2022

Chief Operations Officer and Compliance Officer

Managed staff of 6 employees

Responsible for all Operational and Compliance functions. Reported to CEO and Board.

Coordinated training for all employees to insure highest customer services standards

Streamlined compliance functions for highest efficiency

Managed all AML and due diligence functions in on-boarding clients

Sun Life Financial, Hamilton, Bermuda January 2001 – January 2018

Director of Operations and Client Management - International Division

Major Achievements:

Built the operations and support systems to drive Sun Life Internationals High Net Worth International Investment operations which has grown to $25b AUM.

Achieved and maintained the highest customer service standards for the administrative functions whilst developing and maintaining appropriate operational controls.

Transitioned of all operational and customer service functions in 2008 from the Bermuda office to new location in Waterford, Ireland, to achieve significant cost savings. Relocated to Ireland until the operational efficiencies were ultimately achieved and transitioned to local management.

Coordinated training for all new employees to insure highest customer service and internal control standards.

Supporting the new administrative system conversion project to be rolled out in March 2015 which will be a significant improvement over the system originally inherited from U.S. operations.

Accountabilities:

Setting up new distributors including obtaining legal and compliance approvals and execution of contracts.

Exceptions review and approval process on client accounts and operations functions.

DTCC Contact for International Division.

Sales, Operations and Compliance liaison on product, operational policies and procedures.

Project management for existing and new distributor technology and reporting needs.

Liaison between Operations and Commission departments for escalated cases.

Generating reports to support regulatory requirements for Compliance department.

Active participant in systems testing for new product roll-outs and enhancements.

Manage all operational and customer service functions.

Responsible for recruitment and selection of employees

Managing all processing functions of daily work-loads in a fast pace and high volume environment whilst to meet all internal service standards.

Liaise with senior management daily, on sales trends and quality reporting.

Aligned operational functions with sales team in order to meet targeted division goals

Sun Life Financial, Wellesley, MA 1990 – 2001

Adjustment analyst – Accounting Control Department 1990 - 1995

Operations Manager – International Operations 1995 – 2001

EDUCATION

Harvard University Extension School, Cambridge, MA June 1999

Certificate of Special Studies in Administration and Management

Northeastern University, Boston, MA June 1989

Bachelor of Arts, Economics

Language Skills: Portuguese

Computer skills: Microsoft suite; Compliance and Insurance company software

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