Employee Engagement US OFAC Sanctions Compliance
Leading and Developing Teams US AML/BSA Regulatory Compliance
Process Improvement/Project Management Credit & Collections Operations
Senior Compliance Manager01/2014 to Current AMERICAN EXPRESS COMPANY Global Merchant ServicesMiramar, FL
Manage the development, growth and maintenance of an effective compliance program that is consistent with local International laws and regulations, internal policy and Enterprise guidelines in the Global Merchant Services (GMS) business in Argentina, Mexico, and the Caribbean comprising of 85 employees with an annual charge volume of $22 billion.
Serve as the acting Market Compliance Officer for the Caribbean business.
Manage the region's on-going customer due diligence Know Your Customer (KYC) onboarding, refresh and remediation processes ensuring all applicable market requirements and Enterprise standard refresh frequencies are met for proprietary merchants, acquiring service providers and acquisition participants.
Regional Latin America and Caribbean (LAC) lead for a proprietary/enterprise-wide AML Compliance datastore project; which includes design, test execution and procedural revisions.
In addition, to being a central repository of demographic data, this tool calculates the inherent AML risk assessment of each account as per the AXP Anti-Money Laundering Risk Assessment Methodology and schedules various reviews.
Perform GMS business self testing; including performance testing, Process Risk Self Assessment (PRSA) control testing, and specifically designed tests to evaluate adherence to laws and regulations.
Regional LAC lead for the (KYC) project; which includes shaping requirements, defining procedures and documenting controls during all phases of the project.
Enabling the GMS business to execute the KYC project plan in accordance with regulatory, Bank Holding Company (BHC) and internal AXP policies.
Regional LAC lead for the new Acquiring Service Providers (ASP) program and operationalize oversight.
Enhanced the Caribbean and Puerto Rico merchant on-boarding compliance requirements by aligning the local market requirements to the US requirements reducing the acquisition onboarding process requirements of unnecessary collection of documents and overall business satisfaction.
Ensure all new GMS LAC new products and services are launched in accordance with the company's new product approval policy.
This includes ensuring the local GCO teams complete and approve the legal mandate and collaborate with the local Market Compliance Officers (MCO) to complete the operational risk questionnaires on a timely manner.
Compliance Manager01/2010 to 01/2014 AMERICAN EXPRESS COMPANYMiramar, FL
Merchant Services Americas Managed the development, growth and maintenance of an effective compliance program that is consistent with local International laws and regulations, internal policy and Enterprise guidelines in the Global Merchant Services (GMS) business in Argentina, Mexico, Puerto Rico, US Virgin Islands and the Caribbean comprising of 85 employees with an annual charge volume of $22 billion.
Supported the Global Business Network Compliance team with the 2013 ATM Standalone refresh process which included inventory of documentation, request of updated Due Diligence Questionaires from business partners, in depth research on all ATM providers, revision of existing DD questionnaires and review of current Risk Based approach policy and Due Diligence Program.
Led the re launch of the International Merchant Acquisition Monitoring system (iMAMS) in LAC; which included the revision of procedural documentation, development and delivery of annual training to 60 employees.
This provided the GMS business with a systemized approach, appropriate metrics to monitor third party merchant acquisitions and provided the GMS Compliance & Ethics team with more solid oversight of the process, which resulted in an overall 15% improvement in Compliance & testing reviews across all acquisition channels.
Facilitated successful user acceptance testing for the iMAMS Data Center outage conversion; which included preparatory training and change management with 20 users of the World Service (WS) and Acquisition teams, to explain the pre-work requirements and expectations on the day of the testing.
As a result was recognized by the Technologies team for the smooth and successful migration.
Developed and maintained the local Merchant Services Americas (MSA) and global GMS Compliance & Ethics SharePoint sites.
These team SharePoint sites assist the teams comprised of 25 employees to improve project management, document management, team collaboration, and increase efficiency.
Manage the portfolio of compliance priorities and goals for MSA/LACC; including, oversight, identifying appropriate resources, budgets, supporting action plans, continuous follow-up and communication.
Training Compliance Officer01/2008 to 01/2010 STANDARD CHARTERED BANKMiami, FL
Responsible for managing and adapting the six adult learning principles into the Compliance training program which included training coordination, design, delivery and reporting of the North, Central and South Americas regions comprised of 7300 employees.
Liaise with Executive Management to ensure training program was in accordance with applicable regulatory controls requirements.
Co-developed the 2009 and 2010 Standard Chartered Bank training plans.
Led the coordination and delivery of Instructor-led and web-based BSA/AML training curriculum to the following functions within American Express Bank Limited (AEBL); Relationship Managers, Operations Staff, Private Banking Staff, Compliance, Legal and Executive Management comprising of 2,100 employees across 47 countries.
The delivery of web-based vs.
classroom forum provided easier access and minimized travel cost.
Administered the centralized electronic Compliance training record keeping system which eliminated manual tracking, reduced errors and provided an audit trail for regulators.
Implemented and administrated the centralized storage database for the AEB Compliance policies and procedures supporting 2,100 global heritage AEB employees; providing easy access to all employees.
Led the completion of the mandatory e-learning training process for Group Code of Conduct resulting in a 100% completion increased from 89.03% moving the Americas region to a G1 rating.
Created and distributed bi-weekly periodic training metrics to Compliance and Steering Group committees ensuring progress is communicated and there were zero outstanding regulatory compliance issues.
Managed the New Hire training; which included development of training materials, coordination, delivery and MIS tracking.
Compliance Manager01/2007 to 01/2008 AMERICAN EXPRESS BANK LTDMiami, FL
Compliance Officer for Global Financial Markets (GFM) and Global Investment Group (GIG) lines of businesses.
Responsible for maintaining and ongoing improvement of an effective regional compliance program consistent with local laws and regulations, overseeing Anti-Money Laundering, Know Your Customer (KYC) and other required internal control programs across 47 countries.
Managed a team of five professionals; led, coached, provided feedback and guidance to all employees.
Led the GIG utility team during the KYC project consisting of the download of 300 clients into the Due Diligence database; achieving 100% compliance.
Managed the ongoing revision and alignment of the GFM Transmittal Documentation Forms and the AEBI Institutional Account Opening Procedures, reducing the processing time by 20%.
Managed the ongoing revision of the GIG AEB AML Compliance documentation manual and the AML program inventory.
Sr. Compliance Specialist Senior Vice President01/2006 to 01/2007 AMERICAN EXPRESS COMPANYMiami Lakes, FL
Managed the region's OFAC (Office of Foreign Assets Control) process for LACC (Latin American, Caribbean & Canada); mitigating risk and ensuring timely completion of the Global Sanctions Center of Excellence requirements, the Anti-Money Laundering program and the AML transaction monitoring process (BART).
LACC region lead for the Global Documentum project; which included the facilitation of training, management of the LACC compliance data repository database and maintained the growth of its content for a team of 100 employees.
Managed and maintained the centralized training tracking database for 300 LACC employees on a monthly basis; which included the administration of the Compliance Fun & Fair web based training for all new hires in LAC headquarters.
Maintained/updated all policy and procedural documentation for LACC Compliance including the execution of the LACC Compliance Business Continuation Plan (BCP) for 35 Compliance and Ethics global employees.
The successful BCP simulation exercise achieved a G1 rating and was recognized by the General Counsel Office (GCO) Managed the planning and organization of bi-annual LACC Global Compliance conferences for 35 employees.
Regional Compliance Analyst01/2003 to 01/2006
Managed the regional functions of Global Sanctions, Anti-Money Laundering (AML), Impact, Business Continuation Plan (BCP) and administered the compliance training program for all new hired employees.
Managed the successful implementation of the Global Sanctions Project release 1 for LAC; resulting in an 80% improvement in case handling time.
Created and delivered the master Global Sanctions procedural document for the Global Compliance team comprised of 125 employees and delivered all training on the implementation of the enhanced OFAC procedures for LACC and EMEA regions.
Documented and delivered the end to end process for OFAC, citing critical metrics and control points using the six sigma methodology.
LACC Compliance Employee Engagement team lead; conducted root cause analysis and delivered action plans resulting in improved survey results of 25%.
Managed the scorecard of the health of compliance (IMPACT) database for all compliance: tracking and measuring goal metrics, provided status completion reports to LACC market business leaders on a quarterly basis to ensure they had insight on the status of the program.
Managed the compliance budgeting process of approximately $3.5 million and maintained ongoing tracking of expenses, resources and expense control limits for LAC staff.
Credit Operations Team Leader01/2000 to 01/2003 AMERICAN EXPRESS COMPANYFort Lauderdale, FL
Managed a team of 15 credit analysts, servicing Cardmembers and mitigating general risk to the credit portfolio; led, coached, provided feedback and guidance to all analysts.
Supported the implementation of Workforce Management (eWFM) software as the department subject matter expert; including facilitation of Credit Utility level eWFM planning meetings and provided strategy updates which resulted in 30% increase in productivity and 60% increase in schedule adherence.
Led the eWFM (Workforce Management) and eSP (eSchedule Planner) pilot team for the credit network; which included beta testing, training, and deployment.
Developed and delivered Real Time Adherence (RTA) training and support to the senior Credit leadership team and all FLL Credit Operations Team Leaders comprising of 50 employees.
Developed and delivered behavior monitoring tools training to all Credit Team Leaders and supported the integration of the tools resulting in 25% decrease in average handling time (AHT).
Piloted the successfully transition of the Bilingual team to the Automated Dialing System which reduced case handling time by 15%.
Team Leader Employee Satisfaction Action Team (ESAT) lead for the Credit Department which presented solutions to Senior Leadership team.
Resulting in the implementation of eight out of ten recommended solutions.
As the ESAT directorate lead, facilitated leadership enlightening sessions with the ESAT directorate team to identify issues and corresponding solutions; resulting in improved survey results by 20%.
Quality Leader01/1997 to 01/2000
Maintained all of the key components of effective monitoring techniques.
Performed required number of observations for functional group comprised of 115 employees and ensured analysts adhered to all compliance requirements.
Reviewed and documented analyst customer treatment behaviors, and identified improvement opportunities to drive customer satisfaction.
Communicated feedback and recommendations to the appropriate Team Leaders; resulting in substantial quality improvement.
Analyzed and recommended appropriate action steps based on CAE (Customer Action Effectiveness) and TBASS (Transaction Based Assessment System Survey) data; communicated trends at all function levels which resulted in 10% effectiveness improvement.
Credit Operations Analyst01/1992 to 01/1997 Serviced Platinum
Personal, Optima and Small Business Card members.
Identified and monitored potential fraud accounts requirements.
Pilot team lead for the migration of the International Dollar Card (IDC) platform project from Fort Lauderdale Service Center to the Mexico Regional Operations Center; which included the training, coaching and support of 125 Credit new hires and Leadership staff for an initial six week period in Mexico and continued support for six months in Fort Lauderdale.
Participated and supported the implementation and launch of CC'90s/GRMS in the Northern Regional Operations Center (NROC); which included training and coaching of 95 Credit Utility level staff on the CC'90s system (1994).
01/1988 to 01/1992 EASTERN FINANCIAL CREDIT UNIONMiami Springs, FL
Responsible for collecting overdue payments for credit card accounts, secured and unsecured loans.
Managed delinquent account records, administered collection workload, skip tracing and repossessions assignments to outside repossession agencies.
Created an enhanced work flow process by designing an ownership level workflow distribution model which resulted in 35% increase collection effectiveness.
Designated a single point of contact structure for car repossessions, resulting in 15% increase in recovery.
Master of Arts: AdministrationBarry UniversityMiami, FloridaAdministration
Bachelor of Science: AdministrationBarry UniversityMiami, FloridaAdministration
Associate of Arts: Business AdministrationMiami Dade CollegeMiami, FloridaBusiness Administration
Association of Certified Anti-Money Laundering Specialists (ACAMS)
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