Program Manager Senior

ZENAIDA SANTIAGO

Clermont, FL ***** 718-***-**** ******@*****.*** www.linkedin.com/in/zenaidas/

Senior Program Manager

Senior Program Lead with deep expertise in program management and customer relationship management. Known for delivering process improvements, cross-functional collaboration and ensuring compliance and governance across technological ventures. Passionate about aligning projects with the company's overall vision, ensuring they deliver tangible value and innovation.

Skills & Tools

Tableau PeopleSoft Salesforce SharePoint Jive CRM Workday Concur Adobe Photoshop

Illustrator InDesign Lightroom P2P Event Management Microsoft Office Power BI Azure DevOps

Languages: English, Spanish

Professional Experience

Citi, Hybrid – Tampa, FL

Vice President, Client Implementations Program Management Lead 11/2024 - Present

Oversee and coordinate the daily activities of the Project Management Office (PMO).

Ensure adherence to PMO standards and serve as a point of contact for related queries.

Develop and enforce governance policies to align programs and projects with business objectives.

Monitor and evaluate programs and projects, including risk management and mitigation strategies.

Manage stakeholder relationships through effective communication and issue resolution.

Collaborate with Sales and Product teams to ensure accurate pipeline reporting.

Mentor and support project managers, identifying training and development opportunities.

Prepare monthly Global Implementation Committee materials and ensure follow-up actions.

Conduct post-implementation reviews to identify lessons learned.

Continuously identify and implement process improvements.

Assess and mitigate risks in alignment with Citi’s compliance standards.

Oversee MAP, GOC, and headcount metrics on a quarterly basis, ensuring compliance with internal control frameworks, optimizing resource allocation, and supporting strategic planning across finance and operations.

Developed and maintained a Business-As-Usual (BAU) Continuity Plan to ensure uninterrupted operations for the Tampa team. The plan outlines key processes, role-based responsibilities, critical system dependencies, and escalation procedures to mitigate risk during transitions, resource changes, or unexpected disruptions.

S&P Global, Clermont, FL

Senior Strategic Programs Lead 03/2022 – 09/2024

Developed stakeholder relationships and supported strategic planning.

Created roadmaps to align projects and initiatives with strategic goals.

Led cross-functional teams in analyzing market insights and growth opportunities.

Established and oversaw program governance.

Managed and documented changes to program scope, schedule, and cost.

Monitored project performance metrics and KPIs.

Aligned Program Management with strategic priorities.

Implemented policies and procedures for operational effectiveness.

S&P Global

Senior Program Manager, Executive Assistant 11/2019 - 03/2022

Assisted the CTO and their direct reports with administrative duties.

Prepared agendas for quarterly Town Hall meetings (1,000+ attendees).

Coordinated weekly meetings, speakers, and meeting minutes.

Organized programs aligned with organizational goals.

Developed new programs to support strategic direction.

Conducted vendor performance evaluations.

Morgan Stanley, New York, NY

Executive Assistant 01/2017 - 11/2019

Assisted Head of Core Technology Services in Wealth Management Technology.

Prepared agendas and materials for weekly staff meetings.

Tracked staff coverage calendars and managed communications.

Organized quarterly Town Halls (200+ employees).

Coordinated international video conferencing logistics.

Morgan Stanley

Executive Assistant 01/2015 - 01/2017

Supported Global Head of Operations and Risk Control and COO.

Managed two heavy calendars and coordinated travel arrangements.

Tracked PTO and managed expense reporting via Concur.

Capgemini, New York, NY

Executive Coordinator, Senior Associate 01/2014 - 01/2015

Managed CTO communications, scheduling, and travel.

Supported offsite meetings and social media updates.

Managed client satisfaction survey reporting and analysis.

New Valley Realty, Vector Group, New York, NY

Executive Assistant 08/2013 - 01/2014

Assisted EVP and supported CEO duties as backup.

Handled HUD property documentation and research.

Managed confidential communication and departmental expenses.

Additional Relevant Experience

Senior Executive Administrative Assistant, Citi, New York, NY

Senior Administrative Assistant, Citi, New York, NY

Executive Administrative Assistant, Jones Lang LaSalle, New York, NY

Professional Certifications

Project Management Professional (PMP)

SAFe Program Consultant (SPC)

Leading SAFE, SAFe Practitioner

SAFe Lean Portfolio Manager

SAFE Product Owner, Product Manager

SAFe Scrum Master, SAFe for Teams Certified

Notary Public, Florida Signing Agent Online Notary

Education

Bachelor of Science (BS), Business Management – CUNY School of Professional Studies, New York, NY

Associate of Applied Science (AAS), Information System Management – Berkeley College, New York, NY

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