Jeison Rubí Monge

Specific responsibilities include:

• Team Management: Oversee the periodic review team, ensuring effective resource allocation to meet deliverables.
• Progress Tracking: Monitor the status of periodic reviews and provide updates to key stakeholders.
• Governance Compliance: Ensure team adherence to internal governance regarding outsourced activities.
• Client Engagement: Prepare for and actively participate in client operational calls.
• Regulatory Implementation: Review and implement new regulations, engaging in all phases of projects from analysis to rollout.
• Process Improvement: Evaluate current processes and systems to identify opportunities for operational efficiency and regional alignment.
• Metrics Management: Manage team and stakeholder relationships through the use of accurate and relevant performance metrics.

Achievements:

• Special Task Force Member: Supported KYC operations in Poland, achieving a delinquency rate from 3.4% of less than to less than 1%.
• Operations Management Innovator: Developed a team lead model for KYC (Know your customer) operations at Citi Commercial Bank NAM (North America), achieving 95% sustainability and setting a benchmark for other teams.
• Sustainability Contributor: Enhanced production metrics as Quality Manager, providing daily reports on case completions and quality assessments.
• Quality Assurance Developer: Created a follow-up process for b quality management, implementing metrics and reports for team performance improvement.
• Team Builder: Strengthened a team of Quality Assurance analysts through development initiatives and a culture of continuous improvement.
• Strategic Initiative Leader: Directed key projects, including the Closure Process and Risk Alignment, collaborating with various departments to meet strategic goals.
• Queue Management Expert: Efficiently managed the Checkers Queue, preventing production bottlenecks and consistently exceeding SLA targets.
• QA Calibration Project Leader: Led the successful implementation of QA standardization practices across departments.
• Cross-Check Control Leader: Implemented process standardization for team leader reviews through the QA cross-check control initiative.
• Implemented customer feedback mechanisms to gather insights, using this information to guide strategic planning and decision-making.

Specific responsibilities include:

• Team Management: Led a team of 25 associates within the Electronic Claims and Fraud Department, driving performance and operational excellence.
• Metric Design and Implementation: Developed and implemented departmental metrics to enhance operational efficiency and performance tracking.
• Performance Review Oversight: Conducted comprehensive performance reviews to evaluate individual strengths and development needs, providing constructive feedback and identifying growth opportunities.
• Root Cause Analysis: Conducted root cause analyses to identify underlying issues, creating actionable plans to address them effectively.
• Monthly Business Review Generation: Compiled and presented monthly business reviews, summarizing departmental performance and insights for stakeholders.
• Led hiring, onboarding and training of new hires to fulfill business requirements.
• Developed and implemented strategies to maximize customer satisfaction.
• Directed initiatives to improve work environment, company culture or overall business strategy.
• Implemented risk management strategies to mitigate potential operational disruptions or delays.