Flavio Roca
Wesley Chapel
Summary
A strategically focused banking professional with proven achievement in Securities Services and Global Custody management and operations leadership. Highly energetic, innovative, and pro-active by nature, combines active listening and critical thinking skills with the ability to successfully identify and manage opportunities to improve service quality and reduce processing costs. Strongly driven by automation opportunities and technology enhancements that could lead to cost reductions for the business, higher service quality for clients, and increased efficiencies for Operations. Actively seeks out new ideas and easily collaborates with others in making a positive impact on service quality. Thrives in a fast-paced work environment calling for flexibility and sound independent judgment.
Overview
22
22
years of professional experience
Work History
Operations Asset Services Manager
Citigroup Technology INC
05.2017 - 02.2025
- Developed strong relationships with key clients, ensuring long-term partnerships and repeat business opportunities.
- Introduced process improvements that led to faster resolution times for customer issues without sacrificing quality or attention to detail.
- Acted as a liaison between clients and internal teams during project execution phases guaranteeing clear communication lines were open throughout entire project lifecycles.
- Reduced employee turnover by creating a positive work environment with clear communication channels, regular feedback sessions, and opportunities for professional development.
- Implemented best practices in workflow management to ensure timely completion of tasks without compromising quality or client satisfaction levels.
- Analyzed performance metrics to identify areas for improvement, leading to more effective resource allocation and better overall results.
- Initiated cross-functional team collaborations to address complex customer challenges efficiently while fostering a collaborative working culture within the organization.
- Spearheaded initiatives aimed at reducing costs while maintaining high service standards across all functional areas of responsibility.
- Oversaw budgeting and financial planning for service department, achieving cost savings through streamlined operations and optimized resource utilization.
- Improved customer satisfaction by implementing efficient service management strategies and streamlining processes.
- Effectively managed vendor relations to secure competitive pricing on parts and supplies needed for daily operations.
- Championed data-driven decision-making by leveraging advanced analytics tools to generate actionable insights from available performance metrics.
- Assisted in talent acquisition efforts for the service department, identifying top candidates with relevant skills and experience needed to support organizational growth initiatives.
- Implemented training programs to enhance staff skills, leading to improved service quality and higher customer retention rates.
- Played a crucial role in the company''s expansion efforts by identifying potential markets for new services offerings based on industry trends and competitor analysis.
- Hired, trained and supervised team of service staff members to meet business goals.
- Resolved customer complaints in professional and timely manner.
- Monitored team performance, adhered to service level agreements (SLAs) and provided detailed job training.
- Established performance benchmarks for the team, motivating employees to exceed expectations consistently.
- Coordinated with other departments to maintain streamlined and productive workflow.
- Monitored service staff performance and provided feedback for improvement.
- Analyzed service reports to identify areas of improvement.
- Implemented strategies to increase customer service satisfaction ratings.
- Established team priorities, maintained schedules and monitored performance.
- Recruited, interviewed and hired employees and implemented mentoring program to promote positive feedback and engagement.
- Evaluated employee performance and conveyed constructive feedback to improve skills.
- Assisted in organizing and overseeing assignments to drive operational excellence.
- Planned, created, tested and deployed system life cycle methodology to produce high quality systems to meet and exceed customer expectations.
- Successfully managed budgets and allocated resources to maximize productivity and profitability.
- Launched quality assurance practices for each phase of development
- Cultivated positive rapport with fellow employees to boost company morale and promote employee retention.
Securities Operations Specialist
Citigroup Technology. INC
01.2012 - 04.2017
- Ensured regulatory compliance by staying current on industry rules, guidelines, and reporting requirements.
- Leveraged advanced technical skills to streamline reporting processes, thereby enhancing overall operational efficiency.
- Proactively identified opportunities for process improvement that ultimately led to reduced turnaround times for trades processing.
- Assisted in the implementation of new systems and software upgrades for enhanced operational capabilities.
- Contributed to risk management initiatives by identifying potential areas of vulnerability within operations processes.
- Collaborated with internal teams to develop process improvements for the handling of complex securities transactions.
- Served as a subject matter expert on securities operations policies, providing guidance to colleagues when needed.
- Supported team members during peak periods by cross-training in multiple functions within the Securities Operations department.
- Enhanced securities processing efficiency by streamlining operational procedures and implementing automation tools.
- Provided exceptional client service by promptly addressing inquiries related to account balances and transaction activities.
- Maintained accurate records of securities holdings, corporate actions, and transaction history for audit purposes.
- Effectively communicated with stakeholders across various departments to address discrepancies in a timely manner.
- Implemented quality control measures that resulted in fewer discrepancies between internal records and external reports.
Securities Services Country Operations Head
Citibank, Sucursal De La República Argentina.
04.2003 - 12.2012
- Enhanced team productivity by providing ongoing training and development opportunities.
- Managed and allocated staff and material resources to meet production goals.
- Utilized data-driven insights to inform decision-making processes regarding resource allocation or process improvements within the operations department.
- Fostered a positive work environment by promoting open communication, teamwork, and employee engagement.
- Conducted regular performance assessments, providing constructive feedback and identifying areas for growth and development among team members.
- Planned operations and activities, and led projects.
- Streamlined operations by implementing efficient processes and optimizing workflows.
- Managed daily operations, ensuring timely delivery of high-quality products and services to clients.
- Collaborated with cross-functional teams to achieve company-wide objectives and drive operational excellence.
- Ensured strict compliance with industry regulations, maintaining up-to-date knowledge of relevant guidelines and best practices.
- Assisted in the development of long-term strategic plans, aligning operational goals with overarching company objectives.
- Reduced operational costs through continuous improvement initiatives and cost-saving measures.
- Performed quality control and monitored production efforts.
- Oversaw problem resolution to address barriers to operational efficiency.
- Recruited and trained new employees.
- Championed change management efforts across organizational departments, effectively assisting employees in adapting to new policies or procedures.
- Led project teams through all phases of implementation, from initial planning to final execution, ensuring successful completion within defined timelines.
- Maintained overall safe work environment with employee training programs and enforcement of safety procedures.
- Devised and implemented processes and procedures to streamline operations.
Education
High School Diploma -
Escuela Normal Superior De Quilmes
Buenos AiresContinuing Education -
Management Executive Program
Buenos AiresProgram in Treasury, Finance, And Administration -
Institute of Finance Executives
Buenos AiresSkills
- Operations management
- Service delivery
- Staff development
- Business analysis
- Operational efficiency
- Problem-solving
- Time management
- Work Planning and Prioritization
- Outgoing and energetic
- Regulations compliance
- Analytical thinking
- Policy and procedure enforcement
Accomplishments
Securities Services Argentina was awarded "Best Sub Custodian Bank in Argentina" by the magazine “Global Finance” for eight consecutive years when I managed the area.
Securities Services Argentina was awarded the "Top-Rated Award" and "Commended Award" by the magazine Global Custodian for consecutive twelve years in the "Agent Bank Review Emerging Markets" when I managed the area.
Languages
Spanish
Native or Bilingual
English
Full Professional
Portuguese
Professional Working
Timeline
Operations Asset Services Manager
Citigroup Technology INC
05.2017 - 02.2025
Securities Operations Specialist
Citigroup Technology. INC
01.2012 - 04.2017
Securities Services Country Operations Head
Citibank, Sucursal De La República Argentina.
04.2003 - 12.2012
High School Diploma -
Escuela Normal Superior De Quilmes
Continuing Education -
Management Executive Program
Program in Treasury, Finance, And Administration -
Institute of Finance Executives
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