Summary
Overview
Work History
Education
Skills
Additional Information
Timeline
Generic

CHRISTINA POON

Manalapan

Summary

Strategic leader with 20 years of experience in business transformation and technology implementation within global financial institutions. Expertise in defining business strategies, designing innovative solutions and executing initiatives that enhance operational efficiency and client experience. Proven ability to lead global multidisciplinary teams in executing enterprise transformation that drives cost reduction and achieves service excellence.

Overview

21
21
years of professional experience

Work History

Managing Director, Wealth Management Business Transformation Practice

EY
New York
01.2019 - Current
  • Led business transformation initiatives for global wealth management clients, managing over $20M in sales and revenue.
  • Spearheaded redesign of operating models and optimized workflows with intelligent automation technologies.
  • Collaborated with senior stakeholders to define strategic transformation roadmaps focused on operational efficiency, cost takeout, risk reduction and digital enablement outcomes.
  • Mentored and developed a 90+ member global team and transformation leaders to deliver an enterprise client onboarding solution.
  • Served as executive sponsor for change initiatives across operations transformation, contact center optimization, client onboarding and client end-to-end experiences.

Managing Principal, Wealth Management Ops/Tech Transformation Practice Lead

CAPCO
New York
07.2010 - 01.2020
  • Built and scaled a practice delivering operations and technology transformation focused on leveraging RPA, AI and digital service models.
  • Managed a multi-year, $10M+ book of business for a global wealth management client and led cross-functional teams of 30+ consultants.
  • Delivered strategic transformation initiatives focused on advisor and operations experience transformation, voice biometrics solutions and an AI-led knowledge management solution for a 1,000+ agent contact center.
  • Designed and implemented an enterprise Program Management Office for a global investment bank, introducing executive-level reporting, knowledge portals and offshore delivery models.
  • Led customer journey analysis for a card services firm, improving membership rewards UX and uncovering key client pain points.

Summer Associate, Treasury & Securities Services

JPMORGAN CHASE & CO.
New York
06.2009 - 08.2009
  • Conducted liquidity analytics to identify cash drivers relative to client assets, and informed global pricing strategy with a $24M revenue opportunity.

Senior Client Service Officer, North America Corporate Cash Management

CITI GLOBAL TRANSACTION SERVICES
Jersey City
10.2005 - 05.2008
  • Retained over 10 at-risk institutional clients, earning recognition as a Citi Top 100 Achiever.
  • Reduced inquiry turnaround from five days to two by optimizing processes and training staff.
  • Documented comprehensive desktop procedures for operational processes and facilitated training for 20+ Service Officers.

Market Supply Logistics Analyst

L’ORÉAL USA
New York
08.2004 - 10.2005
  • Improved European service levels by 20% through advanced data analysis and monthly product reporting.

Education

MBA - Strategy & Decision Sciences

Duke University – The Fuqua School of Business
Durham, NC
01.2010

BS - Operations Research & Industrial Engineering

Cornell University - College of Engineering
Ithaca, NY
01.2004

Skills

  • Client onboarding and operations transformation
  • Process reengineering and automation
  • Contact center optimization
  • Client experience design
  • Operating model development
  • Digital product implementation

Additional Information

Women’s Bond Club Rising Star (2017), Six Sigma Green Belt Certified, Capco Gender Diversity Lead (2017–2018), Fuqua Merit Scholar

Timeline

Managing Director, Wealth Management Business Transformation Practice

EY
01.2019 - Current

Managing Principal, Wealth Management Ops/Tech Transformation Practice Lead

CAPCO
07.2010 - 01.2020

Summer Associate, Treasury & Securities Services

JPMORGAN CHASE & CO.
06.2009 - 08.2009

Senior Client Service Officer, North America Corporate Cash Management

CITI GLOBAL TRANSACTION SERVICES
10.2005 - 05.2008

Market Supply Logistics Analyst

L’ORÉAL USA
08.2004 - 10.2005

MBA - Strategy & Decision Sciences

Duke University – The Fuqua School of Business

BS - Operations Research & Industrial Engineering

Cornell University - College of Engineering

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