Jasmine George

• Lead and manage multiple work streams related to Consent Order deliverables. Develop and execute project plans ensuring alignment with organization objectives and milestones are completed on time.
• Provide project management support to PBWM FCDO Program managers and ensure that detailed, tracked, monitored, and measured project plans are in place in support of the timely delivery of PBWM FCDO Data Management projects.
• Managed PWM FCDO projects, timelines, etc., and leverage to manage projects across the PBWM regions when required. And report on the status of a project at the PBWM level.
• Ensure that Project Management principles are maintained, delivered, and applied across the PBWM FCDO data management projects and initiatives in compliance with corporate policy and best-practice standards.
• Communicate as needed PM related regulatory inquiries and provide guidance during internal/external audits. Enforce program and project management governance guidelines and follow up on exceptions.
• Establish clear escalation paths to raise Program Management concerns to PBWM FCDO Senior Management team as appropriate.
• Prepare, maintain and submit clear and concise activity/progress reports and time recording/management reports
• Drive process standardization with consistent measures of progress, quality, benefits across all PBWM FCDO Data projects.
• Support across multiple time-zones and geographies, when required, in support of Regional Data teams when required to fill a gap in that area.
• Execution/Delivery experience of large transformation programs. Participated in Book of Work reviews and health checks.
• Update PTS with the RAG status of each RBCM and ensure we are on track with completing each milestone and deliverable by the due date.

Key Accomplishments and Project Highlights

• Customer All-Hands Forum: Orchestrated and hosted weekly Customer All-Hands Forums to enhance communication and drive project transparency among data, data steward, and technology teams.
• BAU Customer DCRM Process: Developed and instituted a bi-weekly DCRM (Data Concern and Remediation Management) review process, significantly improving the timely management of data concerns and ensuring SLA adherence.
• GEP Level 2 Weekly Status Forum: Initiated a weekly Level 2 Status Forum, providing critical updates to leadership and accelerating the implementation of strategic and tactical solutions.
• Deposits Control Tower: Introduced and managed the monthly Deposits Control Tower forum, providing a streamlined platform for discussing regulatory issues, data concerns, use cases, and projects across data owners, data stewards, and business PMs. Recognized for creating a cohesive view of the Deposits team's book of work.
• Agile Training: Developed and delivered engaging Agile training to offshore teams (Asia/EMEA), creating highly regarded materials that were subsequently adopted by other departments.
• Scrum Team Lead for Santorini: Led the Santorini Scrum team, implementing a weekly project tracker that significantly enhanced status visibility for data stewards, data owners, and technology teams, and was recognized for this improvement during Sprint Retrospectives.
• Data Concern POD calls: Orchestrated Data Concern POD calls, fostering collaborative working sessions with technology, data stewards, and data owners to ensure timely production implementation of issue fixes. Recognized for establishing a structured and efficient resolution process.
• Deposit BAU Scrum Team: Managed the BAU Deposits Data Concerns Scrum team, overseeing post-production remediation and ensuring timely exit from the RCA phase. Conducted daily stand-ups to proactively identify and mitigate risks, escalations, and roadblocks.
• Customer Domain Project Artifacts: Centralized and managed Customer/TCPA project artifacts, ensuring compliance for internal audits and quality reviews.
• PBWM Planning and Budgeting: Designed and implemented an Investment Roadmap for PBWM, streamlining budget and estimate tracking across all investments.
• PBWM RBCM Closure Artifacts: Established a centralized repository (Confluence page) for PBWM RBCM Use Case Closure artifacts, streamlining documentation for the Deposits team and collaborating with data owners, stewards, technology, and BQFC for comprehensive review and storage.
• Deposits Book of Work: Successfully managed the Deposits Book of Work, meticulously tracking activities and assignee progress, and facilitating discussions with data owners to ensure timely execution.
• Data Concerns Remediation Monitoring: Developed and implemented a monthly Deposits Release Calendar and status tracker for data concern remediation, providing leadership with critical insights into fix deployments and enhancing communication with technology teams. Recognized for establishing a detailed and transparent tracking process.

• Managed the implementation of data quality projects for the Global Consumer Bank across Asia, Mexico, and North America.
• Collaborated with Business, Global Functions, and Technology partners to identify data-related risks and implement data quality controls.
• Work with partners in the Business and Global Functions, while collaborating with Technology to understand and identify risks associated with missing or inaccurate data and implements data quality controls to mitigate this risk as well as improve operational performance.
• Led efforts to execute the Citi Data Management Policy requirements within strict timeframes.
• Managed procedures for data management governance, including metrics monitoring and quality assurance processes. Ensure there are detailed procedures to enable governance of data management processes, including management of data quality issues through metrics monitoring and establishment of appropriate quality assurance processes and facilitated the implementation of data quality rules across GCB regions and all lines of business.
• Developed and maintained relationships with stakeholders including Business, Technology, Chief Data Office, and Internal Audit regarding the identification, design, and development of relevant processes, metrics, controls, communication materials and closure artifacts.
• Conducted data tracing through various systems, workbooks, and databases while applying knowledge of the firm's Data Quality and Data Management approach and leverage this knowledge to solve complex problems.
• Managed data quality projects communicated updates to leadership, and developed data quality issue prevention techniques and ensure to execute the requirements of the Citi Data Management Policy to the expect degree of quality and within the strict timeframes.
• Work with Operational Risk Management and the Citi Business Operational Risk and Controls (CBORC) groups on the monitoring and development of the Data Management Key Operational Risk Drivers.
• Scheduling reoccurring forums such as the KRIM to communicate status updates on key operation risk drivers, risk appetite, and scenario analysis at an executive level.
• Develop and integrate data quality issue prevention techniques and methods into the business process engineering methods.

Key Accomplishments and Project Highlights

• DQ Scorecard Quarterly Schedule: Developed and implemented a quarterly DQ Scorecard tracking schedule, defining tasks and collaborating with teams to ensure consistent monthly execution.
• Managing DQ Corrective Action Plans: Directed the management of Regional and Global Data Quality Corrective Action Plans (CAPs), ensuring timely closure and providing regular status updates to leadership. Introduced a robust tracking process that became the standard for a new team.
• DQ Internal Audit Reviews: Authored and presented comprehensive closure and sustainability documentation for Data Quality Corrective Action Plans during Internal Audit reviews. Received commendation from Internal Audit for clear, risk-mitigating artifacts, leading to the timely and risk-free closure of all CAPs.

• Support the definition of data requirements, critical data elements (CDEs) and data sourcing of required information assets to support BCBS, Part 30 Chapter Capabilities. Work with partner work streams in Finance and Risk Infrastructure (FRI), Technology (GFTS) and the business in understanding the information asset requirements to be able to define the necessary data elements that need to be provided by Data Services.
• Managed and led the implementation of the Data Services Operating Model (covering Data Flow, Data Quality, Controls, and Remediation) across partner systems covering key components: Data Flow Operations, Data Quality Controls, Comprehensive Controls and Data Remediation.
• Supported the implementation of key technology enablers required for the Data Services Operating Model. Support activities included documentation of business requirements document, coordination with GFTS for delivery of the enablers, as well as implementation roll-out across business and operations user groups.
• Execute activities to support the implementation of the included the definition of the global operating model support structure, roles and responsibilities, required operational control points as documented in the Management Control Assessment (MCA) and required blue works document, productivity and efficiency KPIs and Interaction Model
• Managed and escalated issues impacting implementation, coordinating resolutions with relevant partners. Coordinate resolution with relevant partners in Finance and Risk Infrastructure (FRI), Technology (GFTS), and Finance and Risk as required
• Managed implementation and delivery of initiatives and projects to continuously support process improvement thru automation and standardization, expanding data consumption requirements and regulatory commitments.
• Key Accomplishments and Project Highlights
• BCBS Core Capability requirements for ADS/SDRs: Defined Data Quality, Comprehensive, and Profiling Scorecard Monitoring Plans (SMPs) for BCBS Core Capability requirements (ADS/SDRs). Established an approval process that integrated into the tollgate framework and was recognized for this contribution.
• DQP Adjustment Module Change Release: Orchestrated the DQP Adjustment Module Change Release, implementing FAEM templates, overseeing sample data approval, and managing EAP testing. Collaborated with technology to refine ADS adjustment requirements for duplicate records and initiated change requests for unique attribute additions.
• FRSS ServiceNow Chatbot: Collaborated with Technology and S&E leads to launch the FRSS ServiceNow Chatbot. Defined feature requirements, oversaw UAT testing, and established a post-launch Change Management process for continuous content updates (FAQs, DSD).
• Quarter End Incident Reporting: Developed and implemented a quarterly report capturing high and critical incident tickets, serving as a baseline for ServiceNow incident prioritization. Facilitated the transition of this report to the GPA team for automation.
• Incident Management Dashboard: Designed and developed a Power BI Incident Management Dashboard to production, encompassing requirements review, technology engagement for refresh scheduling, and data validation.
• BCBS Calendar Dashboard: Implemented a BCBS Calendar dashboard outlining deliverables, due dates, data input schedules, providers, and delivery formats for core capabilities. Ensured integration with Citi Insights for data scorecards and quality controls within BCBS reporting.

• Led the implementation and oversight of the International Personal Banking (IPB) quality framework within the Service and Operations organization while identifying and monitoring critical quality indicators, including total time to resolution, investigations, complaints, service escalations, losses, and adherence to policies, procedures, and regulations.
• Managed the comprehensive tracking, in-depth analysis, and clear presentation of Quality Indicator Metrics for critical committees, including the IPB Risk Roundtable and Business Risk and Compliance Committee. In this capacity, I served as the primary liaison, coordinating business reviews across all three lines of defense. Monitored service and operations performance, including quality, timeliness of delivery, and client satisfaction, to identify strategic opportunities for improving client satisfaction and sales growth.
• Managed onshore and offshore teams in daily delivery activities, effectively communicating quality review findings to process owners to drive timely issue resolution.
• Developed and implemented the Customer Service Representative (CSR) Scorecard within NICE, reporting requirements, enabling the capture and analysis of common trend metrics from the
• Champion and successfully implemented an automated Business Intelligence (BI) process using RSM to capture monthly reporting of key metrics. This innovative solution earned internal recognition for its efficiency and impact.
• Developed and maintained comprehensive metrics and reporting dashboards, providing management with accurate and timely insights into record quality findings.
• Conducted thorough root cause analyses on common defects and issues, ensuring the implementation of effective corrective actions. Facilitated walkthrough meetings for requirement reviews, providing critical feedback and insights to internal audit and quality assurance teams.
• Produced detailed Management Information System (MIS) reports and metrics on quality review results and trends, while simultaneously owning and maintaining the central SharePoint platform for reporting and tracking.
• Overseen updates to procedures and training materials, administered system entitlements, and initiated change requests for necessary system enhancements to team members.
• Conducted User Acceptance Testing (UAT), Continuity of Business (COB) testing, and application functionality testing tailored to the workflows of Service and Operations groups.

Key Accomplishments and Project Highlights

• Managing Investigation and Complaints Team: Provided interim leadership for the Investigation and Complaints team, successfully identifying and recruiting high-potential candidates. Implemented supervision routines that reduced overdue cases from 30% to 6%, ensuring timely resolution, proper remediation, and full compliance with team training requirements.
• Quality Assurance Call Monitoring Scorecard: Led the implementation of a Quality Assurance Call Monitoring Scorecard within NICE, collaborating with the MIS team to define design, questions, and SLAs. This production-deployed scorecard is utilized by all CSR teams (onshore/offshore). Further enhanced efficiency by engaging the NICE team to automate trend metric reporting and implementing a monthly BI automation process for metrics capture from RSM, earning recognition for these advancements

• Conducted comprehensive reviews and investigations of cases and alerts originating from a diverse array of sources. This included proactive signals from the Bank's Transaction Monitoring & Case Management System, outcomes of 90-Day Reviews, referrals from branch personnel, specific 314(a) information requests, and legal subpoenas. Ensuring all investigations were conducted with meticulous attention to detail and regulatory compliance.
• Systematically performed periodic Enhanced Due Diligence (EDD) reviews for the Bank's designated high-risk customer segments.
• Applied in-depth knowledge of various banking products and services, including "Far From Home" initiatives, Remote Deposit Checks (RDC), and manual/assisted ATM operations. Furthermore, contributed to Business As Usual (BAU) activities by assisting with back-testing cases, demonstrating a broader operational and analytical capability
• Reviewed and authorized cases closed by (NAM) analysts. to ensure the accuracy, completeness, and full compliance of all closed cases aligned with regulatory requirements, internal/external audit mandates, and established policy/procedural guidelines, and safeguarded the integrity of the investigative process.
• Quality Assurance Analyst Global AML Monitoring Hub Operation (Special Project)
• Engaged with AML Compliance and Technology teams to facilitate the timely resolution and closure of defects, T-Code issues, and discrepancies related to Business Requirements Documents (BRD) and Functional Requirements Documents (FRD).
• Prepared and maintained detailed test results documentation, including all necessary evidence, to support comprehensive review and audit requirements.
• Identified and reported potential risks and scope gaps to the UAT Coordinator both prior to and during UAT, mitigating the potential for incorrect interpretation of test results.
• Developed and executed basic SQL queries using Oracle SQL to efficiently retrieve and manipulate data from various databases for testing, validation, and analysis.
• Performed comprehensive Scenario Validation testing to ensure critical business processes and system functionalities accurately met defined requirements.
• Extracted essential business data from source systems using Citi CMT as the primary ETL tool for testing purposes.
• Conducted thorough regression testing at the completion of all development and testing phases to ensure new code or changes did not adversely impact existing functionalities.
• Executed initial tests, performed re-tests as necessary, meticulously updated test scripts with appropriate and verified test results, and ensured complete test outcome validation.

• Conducted sophisticated analysis of debit card transaction data to identify emerging fraud patterns, subsequently formulating and strategically recommending actionable countermeasures to mitigate further financial losses.
• Provided oversight of all debit card fraud-related processes and procedures within the department, ensuring continuous optimization and strict adherence to established protocols.
• Develop and implement robust processes and procedures specifically designed to minimize TCF's exposure to card-related fraud, safeguarding assets and customer trust
• Provided critical ad-hoc statistical analysis and summarized reporting to senior management, delivering timely, data-driven insights to inform strategic decision-making in fraud prevention.
• Maintained a comprehensive working knowledge of VISA Operating Regulations and TCF's internal.

• Led critical case review, completion, and feedback for the large-scale ECD-ICLS Lookback 2009 project, ensuring regulatory compliance and data integrity in historical anti-money laundering remediation efforts.
• Provided essential support to the Quality Assurance team for Retail and Business-as-Usual (BAU) operations, encompassing expert feedback, meticulous case reviews, and the authorship of comprehensive QA Reports to uphold stringent quality standard
• Conducted rigorous research and analytical reviews of financial documents and involved parties, employing sophisticated techniques to identify and interpret complex patterns indicative of money laundering activities
• Executed investigative and data analytics methodologies, leveraging critical decision-making and discretion to effectively mitigate corporate risk at each decision point throughout the investigation lifecycle.
• Collection Specialist
• Engaged proactively with a diverse customer base through extensive inbound and outbound calls, operating efficiently in both automated "dialer" and manual communication environments to address various account-related needs.
• Proactively serviced customer accounts by conducting thorough investigations into complex problems, effectively identifying and implementing resolutions to consistently deliver a positive and satisfactory customer experience.
• Expertly navigated customer objections regarding payment obligations, providing clear explanations of account details and responsibilities to guide customers toward understanding and resolving delinquency.
• Developed and implemented tailored financial plans and strategies to assist clients in resolving delinquency, specifically focusing on proactive measures to prevent vehicle repossession.
• Ensured the provision of thorough and meticulously accurate documentation for all customer accounts, maintaining high standards of data integrity and record-keeping
• Managed updating of customer account information timely, coupled with the completion of all appropriate and necessary documentation to maintain data hygiene and compliance.
• Delivered superior quality in all aspects of customer interaction and account management, upholding high standards of professionalism and service excellence.