Compliance & Operations Officer - Client Management

Joseph M. Machado

COMPLIANCE & OPERATIONS OFFICER CLIENT MANAGEMENT

Westwood, MA 02090 781-***-**** ********@*****.*** PROFILE

Highly accomplished and results-driven professional with extensive international experience managing high-net- worth clients. Proven track record in leading teams, optimizing operational workflows, and ensuring adherence to multi-jurisdictional regulations. Adept at driving strategic initiatives, overseeing complex projects, and integrating systems to enhance operational performance. Recognized for delivering exceptional client service, while supporting business growth and cross-functional collaboration. AREAS OF EXPERTISE

Client Relationship Management Risk Assessment & Mitigation Process Optimization & Workflow Design Policy Development & Governance Data Analysis & Regulatory Reporting Staff Training & Mentorship Strategic Project Execution System Integration & Technology Enablement Multicultural & International Operations PROFESSIONAL EXPERIENCE

Sabbatical 2022 – Present

Completed a planned career sabbatical following the birth of a child, dedicating time to full-time family care, while managing complex household scheduling, developmental activities, and educational coordination. During this period, spent one year in France gaining international and cross-cultural exposure, and remained actively engaged in community involvement through volunteer support of school-based charity initiatives, event coordination, and parent engagement activities, maintaining strong organizational, planning, and interpersonal capabilities throughout the career pause. Gordon Knot Consulting, Bermuda 2022 – Present

Financial & Compliance Consulting

Manage regulatory compliance review across financial operations, client onboarding, and internal control framework. Conduct KYC, AML, and due diligence review to ensure adherence with Bermuda regulatory requirements. Monitor compliance risk, policy alignment, and procedural gaps across operational and client management functions. Prepare compliance documentation, audit trail records, and regulatory reporting for internal and external review. Evaluate client account activity to identify exceptions, control weaknesses, and potential compliance concerns. Key Contributions:

• Reduced regulatory and operational risk exposure by providing advisory support on compliance and policy changes.

• Enhanced control environment by analyzing workflow efficiency and implementing targeted process improvement initiatives.

• Strengthened regulatory compliance integrity by maintaining adherence to AML, CFT, sanctions screening, and governance standards. Private Bankers Life & Annuity Ltd, Bermuda 2018 – 2021 Operations & Compliance Officer

Supervised a team of six employees to ensure productivity and performance standards. Conducted daily audits of financial transactions, client accounts, and documentation to detect discrepancies. Reviewed and approved operational processes, policies, and procedures for efficiency and risk mitigation. Coordinated with internal teams to implement updates in policies, controls, and compliance standards. Prepared and submitted timely reports to senior management on operational performance and compliance status. Assisted in designing and executing risk management strategies and internal control enhancements. Key Contributions:

• Elevated customer service standards by designing and implementing employee training programs for staff excellence.

• Enabled strategic decision-making by preparing and delivering accurate, actionable monthly reports to senior management.

• Increased workflow efficiency/minimized operational bottlenecks by optimizing compliance processes across multiple teams.

• Ensured regulatory adherence/process integrity by overseeing operational and compliance functions across all departments. Sun Life Financial, Hamilton, Bermuda 2001 – 2018

Client Management & Operations Director, International Division Directed operations and high-performing teams to drive Sun Life International’s High Net Worth investment business. Orchestrated cross-functional collaboration between sales, compliance, and operations to ensure seamless execution of policies and procedures. Managed day-to-day operations and administrative functions, maintaining top-tier customer service standards. Oversaw system upgrades and process improvements, aligning operational capabilities with organizational goals and growth strategies. Led high- volume processing operations, while ensuring alignment with sales targets and internal service standards. Key Contributions:

• Enhanced service quality and internal compliance by designing and delivering employee development programs.

• Optimized workflows and replaced outdated systems by facilitating 2015 administrative system conversion project.

• Achieved significant operational efficiency and cost reduction by leading strategic relocation and transformation initiatives.

• Generated substantial cost savings and streamlined processes by executing 2008 Bermuda-to-Ireland corporate relocation.

• Expanded distribution network by securing legal approvals, ensuring compliance, and negotiating contracts with new partners.

• Improved team performance/client satisfaction by implementing training programs across multiple operational departments.

• Resolved escalated compliance cases and streamlined reporting by liaising with DTCC, regulatory, and commission departments. ADDITIONAL EXPERIENCE

Operations Manager, International Operations Sun Life Financial, Wellesley, MA Adjustment Analyst, Accounting Control Department Sun Life Financial, Wellesley, MA EDUCATION & CREDENTIALS

Certificate of Special Studies in Administration & Management Harvard University Extension School, Cambridge, MA Bachelor of Arts in Economics Northeastern University, Boston, MA TECHNICAL PROFICIENCIES

MS Office Suite (Word, Excel, PowerPoint, Outlook), Compliance & Insurance Software LANGUAGES

Portuguese

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